At a Glance
- Tasks: Provide outstanding customer service and support to ensure unforgettable travel experiences.
- Company: Join EasyJet, Europe's leading airline with a commitment to innovation and customer care.
- Benefits: Enjoy competitive pay, discounts, wellbeing resources, and career development opportunities.
- Other info: Full-time role with excellent growth potential and a supportive team culture.
- Why this job: Make a real difference in customers' journeys while developing your skills in a dynamic environment.
- Qualifications: Strong communication skills, empathy, and the ability to handle sensitive situations.
The predicted salary is between 25 - 30 £ per hour.
Are you ready to take your career to new heights? Become one of EasyJet's incredible Service Excellence Specialists and help make everyone's journey an unforgettable one!
Start date: March 2026
Location: Glasgow - This is an office-based role only. There is no option to work from home for this role. There is also no part-time hours available.
Salary: £12.21 p/h
Shifts: Full time - 40 hrs per week - 09.00-18.00 - Mon - Fri (There is a possibility that weekend working and later operating hours may be required at a later date)
Training Duration: 2 Weeks training and 2 weeks graduation bay
COMPANY - EasyJet
We’re Europe’s leading airline – with a network of over 1000 routes across 35 countries. We lead the industry in data, digital, web, engineering and operational innovations, to make travel easier and great value for our customers. But sometimes travel doesn’t always go to plan or circumstances outside our control means that at times, the customer journey gets disrupted and that is when we need to rely on outstanding customer service to respond to those situations.
THE ROLE
You will be an essential customer touch point for our customers who are vulnerable, sensitive cases and those which are potentially brand sensitive. This role requires the highest level of customer care with every case handled delivering empathy, understanding, professionalism and clarity both on the telephone and by email. As EasyJet Ambassadors, you will demonstrate the Orange Spirit in all that you do.
ESSENTIAL COMPETENCIES
- Empathy and Understanding: Showing genuine care and empathy is essential. Customers who feel understood are more likely to trust and respond positively to guidance or resolutions.
- Clarity and Professionalism: Communicating clearly and accurately, whether on the phone or by email, can make a significant difference. This includes explaining options or next steps in straightforward language, avoiding jargon, and being patient with customer questions.
- Consistency and Reliability: Establishing a clear and supportive response that remains consistent across all interactions can reassure customers, especially in sensitive cases where they need to feel valued and secure.
- Listening Skills: Often, these customers may need to share more details than usual to feel understood. Actively listening, without rushing, helps in accurately addressing their concerns and identifying suitable solutions.
- Organisational skills: You will have excellent attention to detail, time keeping along with strong planning and scheduling abilities.
- Follow-Up and Resolution: For sensitive or brand-related cases, timely follow-up shows commitment and reinforces trust, especially if additional steps are needed to resolve an issue fully.
WHAT WE NEED FROM YOU:
- Quick learner – we have a number of systems which you will be required to become proficient in.
- PC and multi-tasking skills with the ability to navigate multiple systems with ease.
- Strong verbal and written skills.
- Ability to interact with a variety of people and situations.
- Take ownership of situations with positivity, resilience with the dedication to providing Service Excellence.
- Ownership! – We want you to own each case that comes to you, building trust and demonstrating the highest level of integrity with our customers.
What you get from us:
- Perks at Work – Savings Discounts / Free Online Classes.
- Help@Hand - Savings Discounts / Podcast / Wellbeing Resources / Webinars / Access to; GP’s, Mental Health Support, Financial Advice, Legal Advice.
- Critical Illness – up to £10,000.
- Cycle to Work Scheme.
- Eyecare support voucher.
- Holiday Purchase Scheme.
- Length of Service Awards.
- Workplace Pension.
- Monthly Inspire Awards – For the best of the best.
- Refer-A-Friend earns up to £1,200 for you.
- Monthly Wellbeing Webinars.
- Dedicated Employee Experience Progress – Here to support your journey.
Service Excellence Specialists - EasyJet in Manchester employer: Teleperformance
At EasyJet, we pride ourselves on being a leading employer in the airline industry, offering our Service Excellence Specialists a vibrant work culture in Glasgow that prioritises employee wellbeing and growth. With comprehensive training, competitive pay, and a range of benefits including mental health support and a cycle to work scheme, we empower our team to deliver exceptional customer service while enjoying a fulfilling career path. Join us and be part of a dynamic team that values empathy, professionalism, and the spirit of travel.
StudySmarter Expert Advice🤫
We think this is how you could land Service Excellence Specialists - EasyJet in Manchester
✨Tip Number 1
Get to know EasyJet's values and culture! When you’re preparing for interviews, make sure you can chat about how your own values align with the Orange Spirit. It’s all about showing that you’re not just a fit for the role, but for the company too!
✨Tip Number 2
Practice your listening skills! Since this role involves dealing with sensitive cases, being able to listen actively and respond with empathy is key. Try role-playing scenarios with friends or family to get comfortable with handling different customer situations.
✨Tip Number 3
Showcase your organisational skills! Think of examples from your past experiences where you’ve had to juggle multiple tasks or manage time effectively. Being able to demonstrate this will really set you apart in the interview process.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the EasyJet team and ready to take your career to new heights!
We think you need these skills to ace Service Excellence Specialists - EasyJet in Manchester
Some tips for your application 🫡
Show Your Empathy:When writing your application, make sure to highlight your ability to empathise with customers. Use examples that demonstrate how you've handled sensitive situations in the past, as this is key for a role like Service Excellence Specialist.
Be Clear and Professional:Clarity is crucial! Ensure your application is well-structured and free of jargon. Use straightforward language to convey your skills and experiences, just like you would when communicating with customers.
Demonstrate Ownership:We love candidates who take ownership! In your application, share instances where you've taken charge of a situation or resolved an issue effectively. This shows us you're ready to own each case that comes your way.
Apply Through Our Website:Don't forget to apply through our website! It’s the best way to ensure your application gets to us directly. Plus, it shows you're keen on joining the EasyJet family right from the start!
How to prepare for a job interview at Teleperformance
✨Know Your Customer Service Basics
Before the interview, brush up on your customer service skills. Understand the importance of empathy and clarity in communication, as these are crucial for a Service Excellence Specialist at EasyJet. Think of examples from your past experiences where you demonstrated these skills.
✨Research EasyJet's Values
Familiarise yourself with EasyJet's mission and values, especially the 'Orange Spirit'. This will help you align your answers with what they stand for. Be ready to discuss how you can embody these values in your role.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving and listening skills. Practice responding to situations where you had to handle sensitive customer issues, showing how you maintained professionalism and clarity.
✨Showcase Your Organisational Skills
Since the role requires excellent organisational abilities, be prepared to discuss how you manage your time and tasks effectively. Share specific examples of how you've successfully juggled multiple responsibilities in previous roles.
