Guest Delivery Training Instructor
|Region:||Republic of Ireland|
|Job Type:||Check In and Dispatch|
|Category:||On the Ground|
Aer Lingus Recruitment
(Fixed-Term) Training Instructor Guest Service
Ground Operations Dublin
Applications are currently being invited for the role of (Fixed-Term) Training Instructor. Reporting to the Training Coordinator, the Training Instructor will be responsible for maintaining and delivering training activities within the Customer Service Section. The Training Instructor will create, maintain, develop and deliver both generic and specific training courses to ensure that Customer Service staff gain and develop the skills and knowledge that they need to handle all the requirements of Aer Lingus operations effectively and safely. They shall deliver training according to the Training Delivery Plan as allocated by the Training Coordinators.
Key Responsibilities / Duties:
Develop and maintain training courses and syllabi to ensure all training is relevant, accurate and sufficiently detailed to ensure effective delivery
Deliver training courses as per the Training Delivery Plan, including generic and recurrent training to ensure all Customer Service staff are fully compliant in all training requirements
Record course delivery and attendance to ensure all Customer Service staff training is accurately recorded and reported
Prepare updates in training course content to ensure all Customer Service staff training is compliant in all regulatory requirements
Prepare the revision of training courses following Ground Operations Manual (GOM) and regulatory updates to ensure compliance with regulatory requirements
Deliver on-the-job refresher training, individual assessments and operational audits as requested to ensure all Customer Service staff training is compliant with regulatory requirements
Prepare training materials for the introduction of new processes, procedures, equipment and technology
Develop effective lines of communication with relevant internal customers, suppliers and control authorities
Assist in safety investigations to ensure compliance and consistency
Assist with daily operational demand where required to ensure delivery of On time Performance (OTP) and Key Performance Indicators (KPI’s)
Deliver training at other Aer Lingus locations and Departments where required to enhance the output of the Department
Assist the Training Coordinator with departmental projects and any other related issues that may arise from time to time
A minimum of two consecutive years service as a Customer Service Agent in Dublin Airport
Possesses a Train the Trainer qualification or demonstrable experience in training delivery
Excellent IT proficiency in MS Office, Word, Excel
Familiar with recurrent aviation training requirements for Ground Operations staff
Strong Customer Service skills
High standard of grooming & uniform standards, punctuality & attendance
Possess a high level of professionalism and confidentiality
Good awareness of our commercial priorities and our brand identity
Willing and able to take on and work with new technology
Maintain a valid current Airside Security pass
Fluent in English, both written and spoken
Be in possession of and have the ability to demonstrate the key competencies and skills outlined below
Key Competencies /Skills:
Proven motivational and interpersonal skills with the ability to develop and maintain relationships at all levels
Demonstrable one to one feedback skills
Excellent communication skills, both written & verbal, with the talent to present facts and opinions articulately and objectively on both a personal and group level
Self-motivated, with the ability to manage and lead, combined with being an effective team player
Strong organisational skills to manage and maintain documentation, processes and procedures
Ability to work under pressure and to strict deadlines
Ability to work effectively in a matrix environment and manage multiple stakeholders
Flexible and adaptable, with a passion for continuous improvement in an ever changing environment
*If you are a non Irish Citizen, you will need to be in possession of a current police disclosure certificate from your home country. If you have lived outside the Republic of Ireland for more than 6 months you will also be required to hold a current police disclosure certificate from that country/countries
Closing Date: Tuesday 24th April 2018
AER LINGUS IS AN EQUAL OPPORTUNITIES EMPLOYER
In order to apply for this vacancy, you must be able to supply the required answers to the following questions:
- Are you eligible to live and work in EU without restriction?
- Are you 18 years of age or over?
- Are you fluent in English, both spoken and written?
- Have you over 12 months experience in a face to face customer service/sales role
- Can you provide a verifiable 5 year background/employment history?
- Can you provide 2 verifiable references?
- Have you been convicted of a criminal offence in Ireland?
- Is there anything that would prevent you passing our security clearance process?
- Are you able & prepared to work shifts, unsociable hours, weekends and holidays?
- Are you prepared to complete a medical questionnaire & medical examination?
- Have you been convicted of a criminal offence (ref Criminal Justice Act 2016)