Premium Guest Relations Team Lead

Job description / Role

Synopsis

Provide leadership and subject matter expertise within the Premium Contact Centre, ensuring the highest service delivery standards to Etihad's premium customers. Support in daily operations, quality monitoring, and training of Premium Guest Relations Agents to uphold Etihad's premium brand promise and customer satisfaction goals.

Accountabilities

• Act as the first escalation point for complex or high-value customer cases requiring special handling or policy exceptions.
• Support and coach Premium Guest Relations Agents on call quality, tone, and service consistency aligned with Etihad's premium standards.
• Oversee queue performance and assist in managing service levels, call handling times, and adherence.
• Handle priority calls, VIP guests, and urgent situations with professionalism and discretion.
• Coordinate with key internal stakeholders such as Concierge, Chauffeur, and Airport Services teams to ensure end-to-end premium service continuity.
• Monitor and analyse daily performance reports, highlight trends, and recommend corrective actions.
• Support onboarding and ongoing training, sharing best practices and updates on policies, fares, and premium products.
• Maintain data accuracy in all systems and ensure compliance with security, data protection, and quality standards.
• Contribute to process improvements, scripting updates, and new initiatives that enhance the Premium Contact Centre experience.
• Stand in for the Supervisor when required to maintain operational continuity.

Education & Experience

• Minimum high school certification or higher.
• Previous contact centre work experience required.

About Etihad Airways

Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the world's leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia, and North America. Together with Etihad's codeshare partners, Etihad's network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme, and more. All this ties into Etihad's ambitious Journey 2030 strategy. The airline plans to double its fleet size and triple the number of customers over the next six years as it sets out to be the airline everyone wants to fly.

Recruitment Fraud Alert

Beware of fraudulent job offers from individuals or organizations claiming to represent the Etihad group. We will never ask for personal information, bank details, or payment during the recruitment process. Interviews are conducted face-to-face or via video or telephone before any formal offer. If you are asked for money, please treat it as fraudulent.

About the Company

Etihad Airways is the National Airline of the United Arab Emirates. The airline was set up by a Royal Decree in July 2003, with Abu Dhabi, the capital of the UAE, as its hub. Etihad started commercial operations in November 2003.

With Etihad, everyone who flies with us is welcomed as our guest.

This simple credo illuminates everything we do, from big things like making sure that our fleet is one of the most advanced in the sky, to small touches like letting you choose the films you watch.

Were proud to be the National Airline of the United Arab Emirates. At the crossroads between Europe and Asia, our home reflects our commitment to bringing the world closer together - as does our highly cosmopolitan staff.