We are really proud of our health and safety record and as a result, we operate a Drugs and Alcohol Policy which is applicable to all employees. As part of your initial assessment, we will complete Drug and Alcohol testing and you may be subject to random tests during your employment. Dublin Express, Dublin Airport's premium coach service connecting the Airport, Dublin City and Belfast, is seeking a proactive Customer Service Duty Manager to lead daily onsite operations at one of Europe's busiest transport hubs. Acting as a key point of leadership on site, you will support the Coach Station Manager in delivering a safe, secure and exceptional customer experience, while motivating and developing the Customer Service team. As a visible leader and brand ambassador, you'll champion both our customers and our staff, ensuring high service standards, effective problem solving and a positive working environment. Operation Hours... This is a full time 40 hour week split into 5, 8 hour shifts, spread across a 7 day roster. Shift start times vary as below. Shift Pattern... 08:00 - 16:40 09:00 - 17:30 10:00 - 18:30 Working every 3rd weekend (Both Saturday + Sunday) Flexible availability including weekends and bank holidays Please note: We are currently unable to offer visa sponsorship for this position. What you'll do ... Operational Oversight: Manage daily site operations, ensuring effective shift planning and clear communication with all internal and external stakeholders. Customer Service Excellence: Lead, coach, and develop the Customer Service team to consistently deliver outstanding customer experiences. Team Performance and Development: Monitor team performance against key performance indicators (KPIs) and actively support ongoing improvement. Conduct staff briefings and daily inspections. Staff Management and Empowerment: Manage all staffing processes, including performance, attendance, employee relations, and policy adherence. Empower the team to confidently and effectively resolve customer issues, ensuring positive outcomes. Site Standards: Maintain consistently high presentation and operational standards across the site. Compliance and Safety: Ensure full compliance with all health, safety, and environmental procedures, actively fostering a strong safety culture. Administrative Duties: Complete essential daily administrative tasks, including reporting, cash reconciliation, rostering, and resource planning. Team Culture: Work collaboratively to cultivate a positive, engaged, and high-performing team environment. Conduct regular customer experience reviews What you'll need ... Proven leadership experience, including managing teams and handling employee relations Proven experience in a fast-paced customer service role (Ideally in transport, operations or retail) Confident communicator with strong interpersonal skills, fluent in English Knowledge of health & safety requirements; IOSH qualification preferred Good physical stamina to meet the demands of a busy operational environment GCSE-level education or equivalent, with strong Microsoft Office skills (Outlook, Word, Excel, PowerPoint) What we'll offer you... 25 days annual leave + Bank Holidays Company pension after 6 months service Life insurance Private online GP service Access to our Employee Assistance programme Employee discounts Free coach travel on the National Express Ireland network Opportunities for career progression within the business To be considered for this role you will be redirected to and must complete the application process on our careers page. To start the process, click the Apply button below to Login/Register.
