Description

Ryanair, Europe’s largest airline, is seeking an ambitious and detail-oriented professional to join our customer service team as a Knowledge and Content Analyst. As part of our commitment to enhancing customer service, the department has embarked on a journey to better track, document, and centralize all processes into a single source of truth. This role is instrumental in supporting that transformation.

The ideal candidate will act as an investigator and subject matter expert, working proactively to document processes, identify solutions to complex cases, and align knowledge resources with Ryanair’s policies and goals. Reporting directly to the CS Quality & Knowledge Management Team Leader, this role demands a driven individual who thrives in a fast-paced, high-pressure environment and has a passion for improving operations.

Key Responsibilities:

• Process Documentation: Develop and maintain comprehensive documentation for both front-line and back-office customer service processes, ensuring accuracy, clarity, and consistency.
• Knowledge Base Development: Create, update, and manage the internal knowledge repository to support agents in delivering exceptional customer service.
• Investigative Problem Solving: Analyse escalated cases from agents, identify gaps in knowledge, and implement solutions aligned with Ryanair policies.
• Policy Expertise: Become a subject matter expert on Ryanair’s policies and procedures, ensuring all content reflects current standards and practices.
• Collaboration: Work closely with the Quality, Operations, and Training teams to ensure process improvements are effectively communicated and implemented.
• Continuous Improvement: Monitor the effectiveness of current processes and knowledge resources, proactively suggesting enhancements to improve efficiency and accuracy.

Requirements

• Experience in a similar role, such as process documentation, content management, or quality assurance in a customer service environment.
• Proficiency with digital tools and content management systems, such as Zendesk, Jira, or similar platforms.
• Familiarity with Ryanair’s operations or other high-volume customer service environments is an advantage.

Desired Profile:

• A keen eye for detail and exceptional organizational skills.
• Strong analytical and problem-solving abilities, with a focus on delivering practical solutions.
• Ability to work autonomously, displaying self-drive and initiative in investigating and documenting processes.
• Comfortable working in a fast-paced, dynamic environment with competing priorities.
• Excellent written communication skills with a knack for creating clear, concise, and engaging documentation.
• Strong interpersonal skills, with the ability to collaborate effectively across departments.

Benefits

Competitive Salary

Competencies