Customer Support Advisor

Description:


We have disrupted the way people travel since we started 25 years ago, and we don't intend on stopping. We have recently faced the biggest challenge in our history, but we took the right action and emerged from the pandemic stronger and better - and now we want you to play a part in our continued growth and #belongherewithus.

In 2019 we launched our brand new easyJet holidays business, combining handpicked hotels and best-in-class technology with easyJet's flexible flights to provide hassle-free personalised holiday experiences under a trusted brand. We've built a successful business that is agile, innovative, energetic and continues to disrupt the holidays market, and this year we've been named as one of the Top 20 Best Workplaces in Travel. This vacancy sits within Holiday Operations Centre of easyJet holidays.

We're an ambitious bunch and have big plans but we're on the lookout for additional hands. All we need are the right people. People with energy and get-up-and-go, who want to create great experiences for our customers, help us spread the word and are up for a challenge. That's where you come in - join us as an On-Holiday Support Advisor and help us build a world class team.

JOB PURPOSE

This is an exciting opportunity allowing you to provide world class service to our customers the moment they touch down in one of our beach or city destinations across Europe. We are a fast-paced contact centre where you will offer customer care and problem solutions via telephone and other digital platforms.

You will be part of our Holidays Operations Centre team, based in our Luton office, who are there for our customers 24/7/365.

JOB ACCOUNTABILITIES

The headlines:

> Provide exceptional levels of customer care on all in bound calls. Offering solutions in a timely manner resolving queries in the first contact

> Identify customer needs, clarify information offering exceptional service by going the extra mile

> Resolve complaints under company guidance to the satisfaction of our customers through positive interactions with our destination partners

> You will be empowered to offer solutions, supported by the On Holiday Support Team Leaders and On Holiday Support Manager.

> You will be instrumental in dealing with challenges and assisting with emergency situations during your working day with effective escalation of incidents and crises to our HOC Duty Managers

> You will protect the welfare of all easyJet holidays customers in the event of crisis or serious incident

> Maintain the Holidays Operations Centre systems and administrative duties with high accuracy

> You will be target driven with a clear focus on customer centricity and quality of service

> Offer suggestions for streamlining processes to increase efficiency

> Own specific allocated tasks to drive continuous improvement in ways of working

The detail:

Customer Experience

> Ensure a strong performance against customer satisfaction and quality targets, measured through service satisfaction surveys and resolution data.

> Ensure call handling meets our key indicators of Average Call Waiting Time, Call Handling Length and First Call Resolution by solving an issue and seeing it through

> Share your knowledge and expertise to actively assist with on holiday customer communications in line with approved scenarios and templates

> Show you care by ensuring customers are kept informed of any disruptive events and providing support when they need us most

Administrative

> Use regular call monitoring feedback to improve quality performance

> Ensure all contact calls are acknowledged as per our Service Level Agreements

> Input records of complaints and incidents onto our database in a comprehensive and detailed manner

> Have full working knowledge of easyJet holidays systems

Approvals and Compliance

> Ensure compliance and development of company policy/procedures.

> Support with investigations from both external and internal customers.

Continuous improvement

> Identify and recommend improvements