Senior Customer Safety Investigator in Luton

We’re looking for a Senior Customer Safety Investigator to join the Customer Safety & Wellbeing Team at easyJet Holidays. The Senior Customer Safety Investigator will lead investigations into significant customer incidents involving injury, illness, loss, or harm to understand what happened, why it happened, and what needs to change to reduce the risk of it happening again.

In this role you’ll take end to end ownership of investigations including gathering evidence, interviewing relevant parties, and, when needed, travelling in-destination to assess conditions and build a clear picture on the ground. You’ll produce clear, well structured investigation reports that stand up to scrutiny and support insurance and claims processes. Your findings will help protect our customers, support our partners, and safeguard the reputation of easyJet Holidays.

You’ll work closely with Customer, Welfare, Operations, and Incident teams to make sure affected customers receive consistent, timely, and supportive care. You’ll also coordinate specialist third-party investigators where required, making sure their work aligns with our standards and objectives. Going beyond individual cases, your investigation outcomes will strengthen policies, improve controls, and contribute to the continuous development of our safety management system. You’ll spot patterns, escalate emerging risks, and help shape how we respond in the future.

You’ll support the Customer Safety Manager – Incidents and step in when needed, helping maintain momentum, quality, and clarity across complex cases.

What You’ll Bring To The Team

• You have experience investigating safety incidents and understand what good looks like when it comes to evidence, analysis, and conclusions.
• You’ve led investigations before and are comfortable working in operational or hospitality environments, including on-site visits when needed.
• You will hold (or be working towards) recognised training in incident investigation, with strong practical experience or qualifications in food safety and hygiene, and health & safety, e.g. Food Safety Level 4, NEBOSH Introduction to Incident Investigation.
• You know how to identify root and contributory causes and translate findings into practical, proportionate actions that reduce risk and drive improvement.
• You communicate clearly and confidently, including in difficult or sensitive situations. You can engage with frontline teams, partners, and senior leaders and adapt your approach to the audience.
• You’re comfortable working under time pressure, managing multiple cases, and making sound decisions when information is incomplete. You stay calm, focused, and methodical.
• You’re data-literate and confident using systems and dashboards to track incidents, monitor trends, and support analysis. You see data as a tool to strengthen learning, not just reporting.
• You enjoy working collaboratively, supporting colleagues, and contributing to a culture of continuous improvement across safety, wellbeing, and risk.

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 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 and annual holiday vouchers.

At easyJet Holidays, we’re 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 with three 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 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.