Reporting into the Duty Manager – Customer Care Occ, you are responsible for: Supporting Customer Care Occ, Customer Centre and Airports, in the event of disruption involving unplanned aircraft changes, delays or cancellations. Work to deadlines for ticket issuance, reissues and payments being completed to support flight closures and On Time Performance (Otp). Assist with flight delays and cancellations to re-book and reissue tickets when Viper cannot automate. When required, handle incoming calls from internal customers/colleagues regarding any ticketing related request/issues, resolving in a timely manner. Support manual processes that fall out of system automation. Act as the out of hours support for Gts Advisors within the Customer Centre, for complex scenarios. Take direction from the Gts Team Leaders to understand the daily Customer Centre forecasts, supporting tactical decisions on how to combat any spikes in calls to Gts. Escalating issues during an Irop event or as and when needed within the Occ or to other stakeholders. Ensuring the Customer Care database is updated with information to ensure the Customer Care can reply without the need to investigate.