Special Services Category Lead — Hybrid Role

Finnair Plc

Vantaa

Hybrid

EUR 70,000 - 90,000

Full time

2 days ago

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Benefits offered by this job

Hybrid work model

Job summary

Finnair plc is seeking a Category Specialist, Special Services to join our Category Lead/Specialist team. You will take end‑to‑end responsibility for the Special Services category, ensuring a seamless customer experience across the journey.

The role requires governance, subject matter expertise, and close collaboration with Medadesk, Special Assistance teams, and contact center partners to support high‑volume cases and regulatory compliance.

Qualifications

At least two years of hands-on experience in airline customer service.
Ability to drive initiatives, solve problems, and continuously improve processes in a dynamic environment.
Strong communication, stakeholder management, collaboration, presentation, and training skills.
Knowledge of aviation-related laws, regulations, and operational procedures.
Excellent written and spoken Finnish and English.
Analytical and quality-oriented mindset with experience in service quality monitoring and root cause analysis.
Experience with Salesforce is highly valued.
Knowledge of the ARDWeb reservation system and the ability to interpret flight bookings.
A bachelor's degree in a relevant field is considered an advantage.
Experience in operations, process development, policy implementation, and coordination routes is considered an advantage.
Medical or wellness backgrounds are considered beneficial.

Responsibilities

Own the Special Services category, including processes, policies, training, quality management, reporting, stakeholder collaboration, and continuous development.
Act as the business owner and subject matter expert for Special Services‑related development initiatives and projects.
Manage customer experience, disruption, feedback, and claims policies and processes related to Special Services, ensuring compliance with operational requirements and regulations.
Provide expert support to Customer Care Support team, particularly Medadesk, and coordinate and develop the Special Assistance operations of FBS and contact center partner.
Drive continuous improvement by monitoring category performance and customer experience metrics, identifying trends and root causes, and implementing corrective actions.
Collaborate with internal and external stakeholders to prevent disruptions and claims while ensuring compliance with accessibility requirements, customer rights regulations, and industry standards.