Customer Solution Lead (Fixed-term)

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 is a diverse community of professionals who work ambitiously with a big heart and commitment. A strong safety culture is our priority and at the core of our everyday work, never taking it for granted. We are committed to doing our share in solving the climate challenge by determinedly following our science-based pathway to decarbonize our operations.

We find meaning in our purpose: With our heart in Finland, we make every journey better, today and tomorrow. Our values – Always Safe, Customer at Heart and Stronger Together– guide us in everything we do.

End-to-end disruption management is divided into four main areas: Solution management, Support & Aftercare management, end-to-end development and legislation.

Solution management consists of Operations and Customer Experience unit roles with defined responsibilities and reporting duties also in matrix. Solution Management is divided into five main functions. Customer, System and Baggage teams work in the Operations unit. Customer journey leads and long-term managers are part of the Customer Experience unit. These teams provide solutions for customers and work together to ensure best possible customer experience in disruptions.

We are now looking for a creative solution seeker to work as CUSTOMER SOLUTION LEAD to join the Solution Management organization.

Customer Solution Management leads the delivery of solutions to customers impacted by short-term disruptions by implementing Finnair disruption policy. Coordinates and monitors disruptions proactively to ensure the best possible solutions that are optimized to be cost-effective with minimal negative customer impact. Takes actions to prevent the need for claims and disputes and ensures solutions offered are best possible to handle the current disruption without the need for customers to contact Finnair. Ensures that rerouting, customer care costs and claims are minimized. Upkeeps situational awareness to operational stakeholders to ensure world class disruption handling. Works together with Customer Journey Leads to enable the best possible disruption communication and customer policy in disruptions. Executing the delivery of customer care during disruptions. Handles long-term disruptions as instructed by Long-Term Solution Managers.

You might be the person we are looking for if you are decisive, understand the importance of customer experience and are great in solving challenges. Ability to take responsibility and to prioritize effectively are also mandatory competences in this role.

This is a fixed-term position starting as soon as possible and lasting until the end of May 2027.

Our expectations towards you:

• Good understanding of airline industry and customer service end-to-end processes, tools, and regulations.
• Strong and self-driven problem-solving skills and high stress tolerance.
• Ability to handle sudden situations and control the big picture.
• Proactive way of working and willingness to learn new things.
• Interest and talent in digitalization as part of airline customer service.
• Good verbal and written communication and reporting skills, in both Finnish and English.
• Altea CM system skills and knowledge of airport customer processes are a must.
• Knowledge of Amadeus rerouting tools (OPR, SLO & DT), PNR and ticketing skills are considered an advantage.
• Ability to work in shifts 24/7.
• High school graduate, preferably bachelor’s degree in relevant field or equivalent.
• The collective agreement for this position is FINTO and work is done in shifts (24/7).

Please note that the hiring process may include a pre-employment health examination including a drug test and a security clearance.

Our people are key to our success and the foundation that makes Finnair unique.

We are committed to creating a safe work environment where all our people can thrive and succeed. We cherish diversity and strive to employ people with different backgrounds and experiences, to bring together multiple views to foster our business success.

According to our employee survey, respecting diversity is at a high level in our work community. You are welcome to join Finnair as your authentic self.

Finnair is a network airline, specialising in connecting passenger and cargo traffic between Asia, North America and Europe. Finnair is one of the oldest operating airlines in the world, celebrating its centenary in 2023. Sustainability is at the heart of everything we do – Finnair intends to reach carbon neutrality latest by the end of 2045. Customers have chosen Finnair as the Best Airline in Northern Europe in the Skytrax Awards for 12 times in a row. Finnair is a member of the oneworld alliance. Finnair Plc’s shares are quoted on the Nasdaq Helsinki stock exchange.