Customer Disruption Solutions Lead

Finnair Plc; Vantaa; On-site; EUR 70,000 - 90,000; Full time

Job summary

Finnair Plc is seeking a proactive CUSTOMER SOLUTION LEAD to join the Solution Management organization. The role focuses on delivering customer care during disruptions, coordinating solutions, and minimizing negative customer impact while maintaining cost efficiency.

The ideal candidate will have strong airline industry knowledge, excellent Finnish and English communication, and the ability to work in 24/7 shift patterns. Knowledge of Altea CM and Amadeus rerouting tools is highly valued.

Qualifications

• Understand airline industry and customer service end-to-end processes, tools and regulations.
• Strong problem-solving skills and high stress tolerance.
• Ability to handle sudden situations and maintain the big picture.
• Willingness to learn and embrace digitalization as part of airline customer service.
• Excellent Finnish and English communication, both written and verbal.
• Altea CM system knowledge is required.
• Knowledge of Amadeus rerouting tools (OPR, SLO & DT) is a plus.
• Ability to work in shifts 24/7.
• High school graduate, bachelor's degree preferred.

Responsibilities

• Deliver customer care during disruptions and execute the disruption policy.
• Coordinate and monitor disruptions to provide cost-effective, customer-friendly solutions.
• Maintain situational awareness for operational stakeholders to enable world-class disruption handling.
• Collaborate with Customer Journey Leads to communicate disruption policies.
• Handle long-term disruptions as instructed by Long-Term Solution Managers.

Skills

Airline industry knowledge

Customer service processes

Problem-solving

Communication skills

Shift work

Education

Bachelor’s degree preferred

Tools

Altea CM

Amadeus rerouting tools

Job description

Finnair Plc is seeking a proactive CUSTOMER SOLUTION LEAD to join the Solution Management organization. The role focuses on delivering customer care during disruptions, coordinating solutions, and minimizing negative customer impact while maintaining cost efficiency.

The ideal candidate will have strong airline industry knowledge, excellent Finnish and English communication, and the ability to work in 24/7 shift patterns. Knowledge of Altea CM and Amadeus rerouting tools is highly valued.