As our Customer Service Manager, you’ll manage the day to day delivery of our customer service operation, working with our outsourced contact centre partners to make sure customers and trade partners get the support they need quickly, clearly, and with care.
In this role you’ll monitor performance, making sure standards are met and any issues are dealt with early by looking into the detail, agreeing on a plan, and making sure it’s followed through. You’ll conduct regular reviews with our partners and work closely with other teams across the business to keep service levels high. You’ll help maintain smooth processes and make sure everyone’s informed about performance and challenges as they happen..
Using data to guide decisions and improve how we work, spotting areas for efficiency, and identifying ways to raise customer satisfaction. You’ll also play a role in shaping the future of customer experience at easyJet holidays by keeping an eye on what’s happening across the industry, challenging how we do things, and finding new ways to make our service better.
This role is also part of an on-call roster to provide leadership, support, and decision making during activations and tests of the Incident & Crisis Management framework.
What you’ll bring to the team:
We’re looking for somebody who has worked in customer service at a senior level, leading outsourced providers and managing performance across multiple sites. You care about customer satisfaction and focus on delivering a smooth, consistent experience, and you use data/feedback to spot what needs to improve or challenge the way things are done.
You’ll be comfortable with using data to guide decisions, and you’re able to see both the detail and the bigger picture to drive better outcomes.
You’re a clear communicator, confident working with stakeholders at all levels (both internally and externally) and know how to keep people aligned. You have a commercial mindset, always balancing customer needs with the wider goals of the business, and know how to make decisions that support both.
If you’ve worked in travel or holidays, that’s helpful, and experience with tools like Salesforce or Amazon Connect is a bonus, but not a requirement.
What’s in it for you:
In addition to you competitive base salary, we offer an all-inclusive benefits package which includes our company-wide bonus scheme and a 7 pension contribution. We offer a variety of share options and life assurance, and we have an impressive range of flexible benefits that you can tailor to your needs.
Youll have access to heavily discounted flights for yourself and your loved ones, as well as free easyJet Plus membership and annual holiday vouchers.
At easyJet holidays, were committed to supporting our team with development opportunities and a welcoming atmosphere. We create unforgettable experiences for our customers, we strive to do the same for our people. The possibilities are endless with us, where would you like to go?
The role is full-time and based at our easyJet holidays HQ near Luton Airport. We operate a hybrid working model of 3 in-office days per week.
How to apply:
Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens, we sometimes bring the closing date forward - so please apply promptly to avoid disappointment.
At easyJet holidays, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation will make reasonable adjustments at interview through to employment for our candidates. We strongly encourage applications even if you feel you don’t meet every item in the criteria. We are open to discussions around flexibility and flexible working, and we operate a hybrid working structure.
About easyJet holidays:
Ready to make your next move? How about make your mark? Join a team with unstoppable drive and passion at easyJet holidays.
In 2019 we launched our easyJet holidays business, with a mission to provide brilliant holidays at unbeatable prices. We want to lead the industry by making sustainable travel affordable and accessible to everyone – and to do this we’re building remarkable teams with modern ways of working.
By joining us you’ll be part of the UK’s fastest growing tour operator and a company named as one of the Best Workplaces in Travel. You’ll be given autonomy to do your job, a platform to share your ideas, and you’ll get to work with the very best people in the industry – all to create experiences that customers will remember forever.
Make a difference with your next role. Make it easyJet holidays.
