Customer Resolution Executive (6-month FTC)
You’ll be joining the Customer Service team and we are right at the heart of the holidays business. We look after our customers from when they book with us, right through to when they return home from their holiday. We ensure that if they have any issues, we’re quick to resolve them - meaning they’ll book with us again and tell their friends and family.
What you’ll be doing:
Do you want to help improve our customer experience, enjoy solving problems, have a positive attitude and really care about how customers feel? If so this role is for you. You will listen and respond to our customers, investigating cases and offer suitable resolution in line with our policy guidelines. You’ll help us to identify what’s working and what needs to change and use this insight to work with the wider team to improve our customer experience.
This is an essential role which will help us to build trust so that customers will book with us again.
You will report into the Customer Resolution Manager and work closely with the other teams in easyJet holidays as well as our travel partners including our destination management teams and hoteliers.
What you’ll bring to the team:
You will be experienced in communicating with customers.
Be a problem solver who will enjoy investigating cases and finding solutions
The candidate will have excellent communication skills both written and oral
Be resilient with the ability to manage conflict and challenging conversations
Someone who able to work accurately under pressure while maintaining the customer service standards, with excellent Microsoft desktop skills.
You will have commercial awareness and strong stakeholder management skills and the ability to work cross functionally
The candidate will have demonstrable experience in a customer service environment
LOCATION & HOURS OF WORK
This full-time, fixed-term role for 6 months and will be based in Luton and will be 40 hours per week. However, we work flexibly and support working from home typically 2-3 days per week. The role will be covering nine to five Monday to Friday however during peak periods there may be a requirement to move to a rota/shift pattern 8am - 8pm 7 days a week.
What’s in it for you:
In addition to your competitive base salary, you’ll qualify for our company wide bonus scheme which could see you earning up to an additional 20% on top of your base each year. We'll also contribute 5% towards your pension. You'll have access to a variety of share options (BAYE, SAYE, Performance Shares) and life assurance is 4 x your annual salary.
Aside from the financials, we offer an extensive suite of flexible benefits that you can opt in or out of, such as Medical Cover, Dental Cover, Green Car, and Cycle to Work Schemes.
On top of all of that, you’ll get excellent staff travel benefits which includes heavily discounted flights for you and your friends and family, free easyJet Plus membership, and annual vouchers for you to spend on an easyJet holiday!
Working for one of Europe’s very best brands, you’ll be supported by a friendly team and be given great development opportunities. We're in the business of creating unforgettable experiences for our customers around the world, and the same applies for our people and their careers! Working at easyJet holidays can take you anywhere... where do you want 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, 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 Customer Resolution Executive and help create brilliant holiday experiences for our customers.
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