easyJet holidays – Live Support Manager
Company
In 2019 we launched our brand new easyJet holidays business, with a mission to provide brilliant holiday experiences at unbeatable prices. We do this by combining easyJet’s flexible flight programme with handpicked hotels and best-in-class technology to provide hassle-free, personalised holidays. Soon after we launched, we faced the most unprecedented challenge in modern history - but we made bold decisions, took active measures, and emerged from the pandemic much stronger and far greater. Since then, we have;
> Launched our sustainability strategy, becoming the first major UK tour operator to offset the carbon emissions from its package holidays
> Doubled the size our team
> Been named one of the Best Workplaces in Travel
> Reached a milestone 1.1 million customers in our first full year of trading and
> Become the fastest growing UK tour operator
We’re an ambitious bunch and we don’t intend on stopping here. We want to lead the industry, making sustainable travel affordable and accessible to everyone and to do this we’re building remarkable teams with modern ways of working. That’s where you come in! Join us as our Live Support Manager and help create brilliant holiday experiences for our customers.
Team
As a technology team, we are at the centre of the enormous growth ambition for easyJet holidays. There is a huge portfolio of change planned to achieve our objectives and become the leader in our industry.
Within the technology team, the Platforms team has a widespread responsibility for managing and maintaining the underlying platforms and applications and delivering the changes required that will continue to contribute to the success of easyJet holidays (Reservations system, data and analytics platforms, customer platforms, comms platform). We work with the Product delivery teams and directly with the EJ holidays business functions to understand and deliver the changes required, whilst also ensuring that the platforms themselves are secure, performant and reliable – and have the capability to deliver our ambition of being the 1 holidays company in Europe
Job Purpose
The purpose of this role is to lead the live support team to ensure that key platforms and integrations (Reservations, Comms, 3rd party integrations) are maintained to the agreed operational service levels and system support issues (both technical and user query) are resolved satisfactorily.
> Provide leadership to the team to ensure that all user queries/issues and requests are resolved within SLA (both Supplier and Internal SLAs)
> Incidents are managed within agreed SLAs and/or prevented using monitoring and predictive capabilities
> All external changes that could impact on the performance of the platforms are understood triaged and managed effectively to avoid any impacts on Business Revenue and Customer Experience
Key Stakeholders
> The role will develop close working relationships with business users from functional users through to HMB level where necessary
>This role will report into the Senior Service Delivery Manager.
Job Accountabilities
> To lead the internal live support team to triage and resolve all user and system related issues on designated platforms
> To work with relevant 3rd parties to ensure resolution of critical issues within agreed SLA’s
> To work with the internal support team to resolve user queries within agreed SLA’s
> To manage stakeholders expectations during major incidents
> To produce monthly service documentation to analyse and measure the effectiveness of the Live Support Team service and ensure that the relevant 3rd party teams are held to account
> To identify and implement changes that will reduce the overall number of user issues YoY
> To identify opportunities to improve processes to monitor, alert and resolve system issues quicker
> To identify opportunities and work with the Head of Platforms to implement solutions to automate manual processes performed by the team
> To ensure disaster recovery processes are understood and tested
> To manage any external changes that could cause impact to the designated platforms
> To provide a high level of internal customer satisfaction with the delivery of IT services
Competencies
> Ownership & Delivery - Provides a high level of motivation and support to team to ensure that they consistently deliver in line with expectations / Communicates clear objectives to team members that are aligned to the broader objectives of the business / Monitors results, showing resilience to deal effectively with barriers and obstacles / Uses sound judgement to make timely decisions, when faced with incomplete information / Looks beyond the surface to identify and resolve the root cause of the problem, putting plans in place to ensure there is no recurrence
> Building Relationships - Communicates effectively with others within own area, proactively sharing information with those who need to know / Establishes trust quickly by listening to others and working effectively with others within their function / Considers and uses the different views and perspectives of other people to enhance their own thinking / Builds strong working relationships with people within other teams to ensure own goals and those of others are delivered
> Customer & Shareholder value - Anticipates possible risks within their own area to customers and to the business and takes action to prevent them becoming issues / Builds strong relationships with their customers by anticipating and responding to their needs / Encourages others to develop relationships with customers so that they can identify improvements within their teams to enhance customer service / Understands the key stakeholders of the business
> Innovation & Change - Identifies opportunities within own area for continuously improving the way things are done, seeking to improve efficiency in everything that they do / Able to influence others to support the change by identifying the key stakeholders, explaining the rationale and the benefits of the change / Leads and supports change by explaining the need for change and understanding the impact on others / Comfortable working with high levels of ambiguity and change, and navigates a clear path through it
> Developing Talent - Spends time developing others, using the formal performance management process to drive high performance and deal with poor performance / Provides coaching for others to improve current performance and develop future capability / Works with their individual team members to identify the most appropriate development option and tailoring their support accordingly / Provides challenges and stretching tasks to develop others within the team
Key skills
> Strong working knowledge of internal systems and interfaces (including ATCOM) within easyJet holidays
> Demonstrable experience of leading and managing a team over a period of time with responsibility for coaching and improving others
> Demonstrable experience of being able to manage 3rd party relationships
> Strong organisational skills, with the ability to identify, triage and delegate tasks quickly and effectively
> Strong stakeholder management skills demonstrating business engagement up to senior management levels
> Great interpersonal and communication skills demonstrating ability to communicate complex technical issues succinctly in a non-technical manner and to manage internal customer’s expectations both in BAU and during major incidents
> Strong understanding of business priorities and decision-making skills to decide what to prioritise
> Ability to display a motivational leadership style and set of behaviours which achieves targets and contributes to developing a positive culture and attitude from other team members and internal customers
> The ability to translate and communicate complex technology solutions to product owners and key stakeholders in a simple (non-technical) manner
> Displays exemplary “customer champion” behaviours
> Excellent problem-solving skills
> Good understanding of service quality assessment techniques and methodologies
Key KPIS
> ATCOM Platform operates within Service Level Agreements
> Other key interfaces operate within Service Level Agreements
> All issues and user queries are managed within agreed Service Levels
> Key customer satisfaction survey
Benefits
> Competitive base salary
> Up to 20 bonus
> 25 days holiday
> BAYE, SAYE & Performance share schemes
> 7 pension
> Life Assurance
> Flexible benefits package
> Excellent staff travel benefits
Location and Hours or work
This full-time role will be based in Luton, and will be 40 hours per week, with some occasional travel required.
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