Dublin Airport
Office 10, Link Corridor, Mezzanine Level, Dublin, K67KD58

Customer Service Duty Manager

Salary: €41,200 per year
Working Pattern: Full Time
Contract Type: Permanent
Hours: 40
Closing Date: Fri 12 Dec 2025 - 12:00 am UTC
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Customer Service Duty Manager

Dublin Express, Dublin Airport’s premium coach service connecting the Airport, Dublin City and Belfast, is seeking a proactive Customer Service Duty Manager to lead daily onsite operations at one of Europe’s busiest transport hubs.

Acting as a key point of leadership on site, you will support the Coach Station Manager in delivering a safe, secure and exceptional customer experience, while motivating and developing the Customer Service team.

As a visible leader and brand ambassador, you’ll champion both our customers and our staff, ensuring high service standards, effective problem solving and a positive working environment.

Operation Hours…

This is a full time 40 hour week split into 5, 8 hour shifts, spread across a 7 day roster. Shift start times vary as below.

Shift Pattern…

  • 08:00 - 16:40 
  • 09:00 - 17:30 
  • 10:00 - 18:30
  • Working every 3rd weekend (Both Saturday + Sunday)
  • Flexible availability including weekends and bank holidays

Please note: We are currently unable to offer visa sponsorship for this position.

What you’ll do …

  • Operational Oversight: Manage daily site operations, ensuring effective shift planning and clear communication with all internal and external stakeholders.
  • Customer Service Excellence: Lead, coach, and develop the Customer Service team to consistently deliver outstanding customer experiences.
  • Team Performance and Development: Monitor team performance against key performance indicators (KPIs) and actively support ongoing improvement. Conduct staff briefings and daily inspections.
  • Staff Management and Empowerment: Manage all staffing processes, including performance, attendance, employee relations, and policy adherence. Empower the team to confidently and effectively resolve customer issues, ensuring positive outcomes.
  • Site Standards: Maintain consistently high presentation and operational standards across the site.
  • Compliance and Safety: Ensure full compliance with all health, safety, and environmental procedures, actively fostering a strong safety culture.
  • Administrative Duties: Complete essential daily administrative tasks, including reporting, cash reconciliation, rostering, and resource planning.
  • Team Culture: Work collaboratively to cultivate a positive, engaged, and high-performing team environment. Conduct regular customer experience reviews

What you’ll need …

  • Proven leadership experience, including managing teams and handling employee relations
  • Proven experience in a fast-paced customer service role (Ideally in transport, operations or retail)
  • Confident communicator with strong interpersonal skills, fluent in English 
  • Knowledge of health & safety requirements; IOSH qualification preferred
  • Good physical stamina to meet the demands of a busy operational environment
  • GCSE-level education or equivalent, with strong Microsoft Office skills (Outlook, Word, Excel, PowerPoint)

What we’ll offer you...

  • 25 days annual leave + Bank Holidays
  • Company pension after 6 months service
  • Life insurance
  • Private online GP service
  • Access to our Employee Assistance programme
  • Employee discounts
  • Free coach travel on the National Express Ireland network
  • Opportunities for career progression within the business

Things to Note...

We are really proud of our health and safety record and as a result, we operate a Drugs and Alcohol Policy which is applicable to all employees.

 

As part of your initial assessment, we will complete Drug and Alcohol testing and you may be subject to random tests during your employment.

You are applying for...
Customer Service Duty Manager
Salary: €41,200 per year
Working Pattern: Full Time
Contract Type: Permanent
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Questions
Are you eligible to work in the Republic of Ireland?
Do you require sponsorship to work in Ireland?
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If you have a disability or long term condition and need us to make any adjustments or do anything differently for your interview, please let us know below?
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Have you ever worked at Dublin Express or any affiliated companies before? If yes, please confirm the dates, location and your reason for leaving?
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Criminal Convictions
Have you been convicted of any criminal offence(s) which are not spent under the rehabilitation act 1974.
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We ask anyone who wants to join our team if they have any unspent criminal convictions. This doesn't mean we won't consider your application, but we need to assess the relevance against the nature of the role and whether the conviction(s) mean the role isn't suitable.
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