It’s official – easyJet is one of the best places to work in the UK! We are among the winners of the annual Glassdoor Employees’ Choice Awards, a list of the UK’s Top 50 Best Places to Work 2024.
We are looking for a Customer Management Duty Officer to join the Operational Disruption team at easyJet who’s primary responsibility is to manage the customer non-face to face contact experience during times of disruption to ensure a high quality customer experience. this is a full-time role based in Luton and involves rostered shifts (day, night, weekend, public holidays) to cover a 24x7 operation. There will be occasion to cover rosters, or in the times of mass disruption or a significant crisis, to work more flexibility.
A typical day might see you supporting the ICC and Customer Service Operations Manager in the delivery of customer and operational excellence. You will be responsible for ensuring that the customer contact experience, across voice and digital challenges during times of disruptions remains consistent, proactive, compliant and informative to facilitate a stress-free journey for our customers.
What you need to do the role
To succeed in this role, you will keep contact centre agents informed of disruption events, coordinate with the Airport and ICC Customer Disruption team to communicate with customers about alternative transport arrangements or hotel accommodation and assist with customer messaging through social media and other channels. You will handle escalated customer issues, including hotels, transport, expenses, re-routing, and special assistance for passengers with restricted mobility or VIP’s ensuring compliance with EU261 regulations.
Administrative duties include processing disruptions in operational systems, recording real-time information during incidents, producing daily reports, and attending operational meetings to manage anticipated disruptions. You will also escalate individual customer disruption issues and potential PR issues, coordinate actions during unexpected events or crises, assist Operational Managers with day-to-day activities, activate light refreshment vouchers during delays and send ad-hoc communications to customers.
If you thrive in a dynamic environment, this job is for you. You will also approve escalated recommendations and monetary spend within your authority, ensure compliance with company policies and procedures, collate information for EU261 compensation claims, and support investigations.
Competencies
Building Relationships: Expresses ideas confidently and clearly, builds positive and constructive relationships with others, gets to know colleagues within their own team and supports them to ensure team goals are achieved.
Innovation and Change: Is open to new ways of doing things and questions existing approaches, views change as an opportunity, comfortable working in a dynamic and ambiguous environment.
Key Skills Required:
The ideal candidate will have experience managing disruptions in an operations environment and at least 2 years in Customer Services. They must handle ambiguity well, display strong judgment, and possess excellent stakeholder management and communication skills. Confidence in high-stress situations, a passion for service recovery, and flexibility are essential. The ability to quickly learn systems, such as social media and easyJet operational systems, is required. Being a self-starter who can work under extreme pressure and having excellent people skills are crucial. Contact Centre experience is desirable but not essential. If you’re ready to keep easyJet soaring smoothly, we want to welcome you aboard.
This is a full-time role based in Luton and involves rostered shifts (day, night, weekend, public holidays) to cover a 24x7 operation. There will be occasion to cover rosters, or in the times of mass disruption or a significant crisis, to work more flexibility.
About easyJet:
At easyJet, were not just about making travel affordable, were also committed to making wellbeing a rewarding journey for our team through small, healthy steps. We provide the necessary tools and resources, fostering a culture of care and collaboration.
We welcome applications from people from all backgrounds as part of our ongoing commitment to having a team that truly represents the customers that we serve . You may feel that that you don’t meet every single requirement for this role, but we’d still encourage you to submit an application rather than ruling yourself out. And if you need any adjustments or support during the recruitment process, please let us know and we’ll work with you to find a solution.
Apply Now
We encourage individuality, empower our people to seize the initiative, and never stop learning. We see people first and foremost for their performance and potential and we are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates.
