Officer - NCC Care

MAIN OBJECTIVE OF ROLE

To ensure service excellence and enhancing the overall customer journey by overseeing and optimizing the operational flow across the customer care function, by monitoring, tracking, and making proactive decisions to optimize customer service delivery during disruptions.

Key Responsibilities

• Monitors the progress of the daily operations, proactively anticipating potential impacts on Customer Service delivery.
• Acts as the Customer Ambassador within the Network Control Centre (NCC) decision-making process.
• Makes operational decisions to provide welfare support (meals, hotel accommodation, transport, and communication) in compliance with flydubai guidelines and regulatory obligations during disruptions.
• Collaborates with the Network Control Duty Manager (NCDM) to activate contingency plans, ensuring actions, timelines, and events are documented accurately.
• Drives customer-focused decisions during disruptions, ensuring outcomes align operational practicality with customer care standards.
• Oversees the implementation of welfare policies across HUB and outstations, ensuring alignment with company standards.
• Acts as the central communication point between NCC, Flight Operations, Airports, Catering, and Customer Service teams, ensuring seamless passenger handling and timely resolution of operational challenges.
• Ensures accurate, timely, and clear flow of information to internal stakeholders and frontline teams to support seamless execution.
• Escalates high-impact disruptions to stakeholders and provide management with updates on critical situations, including recommended action plans.
• Monitor the HUB and outstations from a customer perspective, ensuring issues are identified and resolved promptly during the day of operations.
• Escalates any service gaps or operational issues that impact the customer experience, ensuring timely resolution.
• Participates in incident and emergency management procedures as required, ensuring the customer perspective is represented in crisis decisions.
• Acts as the customer ambassador within the NCC by ensuring seamless communication across departments, activating welfare and disruption plans when required, and maintaining service standards in line with company guidelines and regulatory obligations.
• Anticipates operational scenarios to identify risks, plan mitigation measures, reduce disruptions, and safeguard the customer journey.
  
  

Qualifications

• Bachelor's Degree (3+ years)
• Fluent in English (other languages an advantage)
• 3 - 5 years’ experience in the aviation industry or customer service environment in an operational role, with a strong knowledge of Airport Operations. Familiarity with reservations and flight operations will be considered an advantage.
• Years with qualifications: 3 - 5 years
  
  

COMPETENCIES

• Customer Focus
• Teamwork
• Effective Communication
• Personal Accountability & Commitment to achieve
• Resilience & Flexibility (Can do attitude)
  
  

Isr Requirements

Reads and complies with the ISR policies of the Company and diligently reports any weakness or incidents to the respective Line Manager or the Information Security team. Completes all required ISR awareness sessions and follows associated guidelines in the day-to-day business operations.

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