At easyJet holidays, our Customer & Operations Team plays a crucial role in creating unforgettable experiences for our customers during their holidays and making sure our customers have a fantastic time with us! We are responsible for crafting the perfect customer experience, using data and customer insights to guide our decisions and deliver brilliant holidays every time.
As Customer Service Manager you'll oversee the strategy and execution of our pre-travel customer service. You'll work closely with internal and external teams to enhance our contact centre and back-office processes, always striving for improvement. You'll be a key decision maker, ensuring smooth day-to-day operations and timely resolution of customer queries - putting the customer and the business first in every decision you make.
Building strong relationships with our outsourced contact centre partners, you'll work together to create a highly efficient operation that meets our performance targets. You'll constantly explore ways to streamline our processes, boost customer satisfaction, and make data-driven improvements to our support systems. Additionally, you'll play a vital role in enhancing our reporting capabilities to provide valuable insights to the wider business, using our NPS data to inform decision-making.
Collaboration with our product teams will be key to enhancing both the customer and agent experience. By improving customer self-service options and agent tools, you'll make their interactions smoother and more enjoyable. While managing costs is important, you'll always prioritize the customer experience and ensure it remains exceptional. And of course, you'll be the voice of our customers, ensuring that any projects, programs, and policy decisions take their needs and preferences into account. Your expertise will contribute to making their holidays even more memorable.
What you’ll bring to the team:
We're looking for someone with a strong background in customer service, and experience of managing teams and working with outsourced providers (i.e. BPO’s). If you have a proven track record in performance management and can effectively communicate complex information in a simple way, we want to hear from you!
As part of our team, you'll need to have a commercial mindset and be able to balance the needs of our customers with other business requirements. We value your ability to engage with a wide range of stakeholders and your commitment to ensuring customer satisfaction and delivering outstanding experiences. Your expertise in driving continuous improvement through feedback will be highly valued.
Organisation is key in this role, and we're seeking someone with exceptional organisational skills. You should feel comfortable working and influencing at all levels within our organisation. We love adaptable and curious individuals who thrive on challenges!
If you have previous experience using Salesforce, that's a definite plus. Fluency in French and/or German would also be advantageous.
What’s in it for you:
Not only will you receive a competitive base salary, but you'll also be eligible for our company-wide bonus scheme and a 7% pension contribution. We offer a variety of share options and life assurance too. Plus, we have an impressive range of flexible benefits that you can tailor to your needs.
But there's more! You'll have access to heavily discounted flights for yourself and your loved ones, as well as free easyJet Plus membership and annual holiday vouchers.
The role is full-time and based at our easyJet holidays HQ near Luton Airport. We operate a hybrid working model with two in-office days per week.
At easyJet holidays, we're committed to supporting our team with development opportunities and a welcoming atmosphere. As we create unforgettable experiences for our customers, we strive to do the same for our employees. The possibilities are endless with us, where would you like to go?
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 that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and 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.
Who are easyJet holidays:
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 with a focus on making a positive impact on the environment and local communities that make our holidays so special.
> Doubled the size our team
> Been named one of the Sunday Times Best Places to Work 2023 and amongst the Best Workplaces in Travel in 2022
> 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 Customer Service Manager and help create brilliant holiday experiences for our customers.