BackBack to menu

Forgotten password

Enter your email address. We'll send you a link to reset your password
BackBack
BackBack

Saved! Click to view all your saved jobs

You can also email this job...

BackBack

Share this job

BackBack

Apply for this job

Clicking GO will take you to another web site
You'll continue your application for the job there
BackBack

Register your CV to Apply

BackBack to apply

Choose a CV

We accept DOC, DOCX, PDF, RTF, TXT
Type or paste your CV

Now add this CV

BackBack to apply
BackBack
BackBack to apply

Login to apply

BackBack to login

Forgotten password

Enter your email address. We'll send you a link to reset your password
BackBack to apply

Tell us where you live

Tell us where you live
(Type, then select from options provided)
BackBack to apply

Which locations are you happy to work in?

BackBack to apply

Choose up to 3 sectors

BackBack to apply

Choose any or all job types

BackBack to apply

Choose up to 3 licence types

BackBack to apply

Choose up to 5 type ratings

Customer Support Advisor

  • easyJet - 47 jobs
  • https://www.jobsinaviation.com/Images/Default/recruiters/Thumbnail/c8af808d-5d02-4385-abe7-72a5b3b45582131202433215856711.png

Greater London, England

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
Pay
N/A
Hours
Full time
Type
Permanent
Rating
N/A
Licence
N/A

Posted 7 May 2022

Closes 6 Jun 2022

Ref: 12516

This job was posted to: Product support

Receive jobs like this by email

Recommended, similar jobs

Customer Support Team Leader

Greater London, England
easyJet

Digital Product Owner

Greater London, England
easyJet

Customer Support Advisor

Greater London, England
easyJet

Related jobs

Junior/Standard Product Owner

Gdansk, Pomorskie, Poland
Lufthansa

Customer Support Engineer (m/w/d)

Alzey, Rheinland-Pfalz, Germany
Lufthansa

Senior Embedded SW Development Engineer

Grand Rapids, Michigan, United States
GE Aviation

Systems Engineer (DevOps)

Gdansk, Pomorskie, Poland
Lufthansa

Electrical Engineer, Production Support

Vandalia, Illinois, United States
GE Aviation

Systems Verification Test Engineer

Cheltenham, Gloucestershire, England
GE Aviation

Lead Engineer - Systems Engineering

Grand Rapids, Michigan, United States
GE Aviation

Product Owner - Content & Customer Information (f/m/diverse)

Cologne/Bonn Airport, Cologne/Bonn, Nordrhein-Westfalen, Germany
Lufthansa

Thermal Systems Lead Engineer (m/f)

Garching an der Alz, Bayern, Germany
GE Aviation

Product Definition Engineer

Evendale, Ohio, United States
GE Aviation

Senior Product Manager - Catalyst Services Leader

Cincinnati, Indiana, United States
GE Aviation

Product Owner (m/f/divers) - RealtimeDataStore

Raunheim, Hessen, Germany
Lufthansa

GE90 PSE cold/hot section support (GECP) - Lead Engineer

Warsaw, Mazowieckie, Poland
GE Aviation

Thermal Systems Design Junior Design Engineer

Warsaw, Mazowieckie, Poland
GE Aviation