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- Tasks: Lead a team to resolve customer queries and enhance service quality.
- Company: Join easyJet holidays, a fast-growing tour operator with a passion for travel.
- Benefits: Enjoy competitive salary, bonuses, private healthcare, and discounted flights.
- Why this job: Make a real impact on customer experiences and lead a dynamic team.
- Qualifications: Experience in customer service and team leadership, ideally in travel.
- Other info: Hybrid working model with opportunities for personal and professional growth.
The predicted salary is between 36000 - 60000 £ per year.
The easyJet holidays Customer & Operations Team help to deliver brilliant holidays for our customers and ensure that every holiday runs smoothly, from start to finish. We are now recruiting for a Lead Customer Resolution Executive to join us on a permanent basis. You’ll report directly to the Change and Resolution Manager, working alongside our internal and offshore teams to constantly elevate how we handle and resolve complaints.
Your role will involve refining our communication with customers and improving the way we work. You will lead a team of Customer Resolution Executives, helping them to resolve queries, complaints, and claims quickly and effectively, ensuring we put the customer at the heart of everything. You’ll also use performance data and feedback to create engaging training programs, refine our quality assurance processes, and ensure compliance with our policies, procedures, and regulations, as well as overseeing our third-party contact centre.
What you’ll bring to the team:
- Experience in customer service, including leading a team and managing performance effectively, ideally in a contact centre environment.
- A clear communicator who can explain complex ideas simply and balance customer needs with business goals.
- Strong stakeholder engagement skills and a passion for delivering excellent customer service.
- An experienced customer professional with significant experience in the travel industry.
- Experience of leading an operational team, with a proven track record in performance management.
- An effective communicator with an ability to simply explain complex information.
- A commercial mindset, balancing customer service against other business requirements.
- A track record of high-level engagement with a broad range of stakeholders both internally and externally.
- A real focus on customer satisfaction and delivering high levels of customer service.
- A focused, analytical mind, with the ability to connect the dots and identify the big picture.
- Ability to drive continuous improvement through feedback and customer insight.
- Exceptional organisational skills and ability to work and influence across all levels within the organisation.
- Effective communicator, with outstanding quality of both written and oral presentations.
- Be adaptable, curious, and up for a challenge.
- Previous experience of using Salesforce would be beneficial.
What’s in it for you:
In addition to your competitive base salary, we offer an all-inclusive benefits package which includes our company-wide bonus scheme, private healthcare, and a 5% 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. You’ll have access to heavily discounted flights for yourself and your loved ones, as well as free easyJet Plus membership, annual holiday vouchers, and a generous annual leave entitlement.
At easyJet holidays, we create unforgettable experiences for our customers, we strive to do the same for our people. As such we’re committed to supporting our team with development opportunities and a welcoming atmosphere. The role is full-time and based at our easyJet holidays HQ near Luton Airport. We operate a hybrid working model of 3 days per week in the office.
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 and 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.
Lead Customer Resolution Executive employer: easyJet Airline Company PLC
Contact Detail:
easyJet Airline Company PLC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Lead Customer Resolution Executive
✨Tip Number 1
Get to know the company inside out! Research easyJet holidays, their values, and recent news. This will help you tailor your conversations during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! As a Lead Customer Resolution Executive, you'll need to explain complex ideas simply. Try role-playing with a friend or family member to get comfortable with articulating your thoughts clearly.
✨Tip Number 3
Show off your leadership experience! Be ready to share specific examples of how you've led teams and improved performance in previous roles. This will demonstrate your capability to manage and inspire others effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows that you’re proactive and keen on joining easyJet holidays. So, hit that apply button!
We think you need these skills to ace Lead Customer Resolution Executive
Some tips for your application 🫡
Show Your Passion for Customer Service: When writing your application, let your enthusiasm for customer service shine through. We want to see how you put customers at the heart of everything you do, so share specific examples of how you've gone above and beyond in previous roles.
Tailor Your Application: Make sure to customise your application to highlight your relevant experience in the travel industry and any leadership roles you've held. We love seeing how your skills align with our needs, so don’t be shy about showcasing your achievements!
Be Clear and Concise: We appreciate clear communication, so keep your application straightforward and to the point. Use simple language to explain your experiences and avoid jargon unless it’s necessary. Remember, we’re looking for effective communicators!
Apply Early!: Don’t wait until the last minute to submit your application. We sometimes close applications early due to high volumes, so get your application in as soon as you can through our website to avoid missing out on this fantastic opportunity!
How to prepare for a job interview at easyJet Airline Company PLC
✨Know Your Customer Service Stuff
Make sure you brush up on your customer service experience, especially in the travel industry. Be ready to share specific examples of how you've led a team and resolved complaints effectively. This will show that you understand the role and can bring valuable insights to the table.
✨Communicate Clearly
Since the job requires explaining complex ideas simply, practice articulating your thoughts clearly. You might want to prepare a few scenarios where you had to simplify information for customers or stakeholders. This will demonstrate your communication skills and ability to engage with different audiences.
✨Show Your Analytical Side
The role involves using performance data to drive improvements, so be prepared to discuss how you've used data in past roles. Think about times when you identified trends or insights that led to better customer service outcomes. This will highlight your analytical mindset and focus on continuous improvement.
✨Be Ready for Stakeholder Engagement
With a focus on high-level engagement, think of examples where you've successfully collaborated with various stakeholders. Whether it's internal teams or external partners, showcasing your ability to build relationships and balance customer needs with business goals will set you apart.
