Jet2holidays Operational Control Centre Duty Manager (Secondment)

As our Jet2holidays Operational Control Centre Duty Manager, you’ll proactively monitor and lead the 24-hour Jet2holidays real-time operation and offer solution-based support ensuring excellent service, standards and adherence to policies and company obligations. You’ll provide end-to-end management of incidents including escalation to internal and external stakeholders, whilst working closely with the relevant departments within the company and providing training where necessary. This role has a 4 on 4 off shift pattern, including early, late, day and night shifts with a combination of working from home and in our Holiday House office. The role will be on a secondment basis, with the candidate ideally starting in March until November 2026.

Benefits

• Colleague discounts on Jet2.com flights and Jet2holidays packages
• Many retail discounts on travel and leisure, health, wellbeing, eating out, shopping and lifestyle
• 26 days holiday (plus Bank Holidays)

What you’ll be doing:

• Lead the severity and escalation processes within Overseas Operations.
• Deliver a solution-based operational support, ensuring end-to-end incident management.
• Work closely with the OCC, flight planning and other key stakeholders to anticipate and accurately plan any operational disruption.
• Influence develop and interpret operational systems and production of MI to support the accurate management of the real time operation.
• Utilise available systems, data and MI to monitor the real time operation identifying where action/support is required.
• Support both internal and external stakeholder relationships, providing day-to-day guidance and SME support on overseas operations ensuring we continue to deliver industry-leading service to our customers.
• Effectively support and mentor all Overseas Operations colleagues.
• Communicate, train and coach with all Contact Centre colleagues and Overseas Teams ensuring constructive feedback is given and, where applicable, action plans are in place.
• Ensuring all training material is up to date.
• Effectively implement the company welfare policy in accordance with EU, UK and other governing agency regulations, ABTA guidelines, the Package holiday regulations, internal policies and our obligations to the customers affected.
• Ensure that all Overseas Operations and Company policies and procedures are managed and followed with accurate reporting and escalated where required.
• Ensure that all departmental procedures are documented and up to date in line with company guidelines.
• Contribute to the development of the operational vision and ensure its successful implementation and support with ad-hoc projects where required.
• Monitor international events and Foreign Office advice that may affect any of our overseas operations.
• Work alongside Jet2.com and Jet2holidays with welfare duties such as arranging special assistance on the ground, in the air, and in resort.
• Work alongside and support both the UK and Overseas Operations senior management team.

What you’ll have:

• Previous experience with a tour operator or airline is essential.
• Experience in leading a remote team effectively.
• Ability to lead by example and to identify when support is required, offering training and guidance.
• Knowledge of all relevant airline operations, ABTA, Package Holiday Regulations and customer service legislation desirable.
• Proven ability to make effective decisions, confident in communication skills both written and verbal and to problem-solve in a pressurised environment.
• Understanding of the role of third party local agents and customer requirements in both airline and a tour operating environment.
• Be a decisive, analytical and critical thinker.
• Strong experience of MS office.
• Able to assimilate information, determine priorities and make decisions quickly.
• Ability to work under pressure in an ever-changing environment.
• Process and detail orientated.
• Ability to speak a second European language is desirable.
• Experience of working overseas is desirable.

Join us as we redefine travel experiences and create memories for millions of passengers. At Jet2.com and Jet2holidays, your potential has no limits. Apply today and let your career take flight!