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Customer Support Team Leader

  • 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 the Holidays 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 Team Leader 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 lead our On Holiday Support Advisors in offering customer care and problem resolutions via telephone and other digital platforms. The On Holiday Support team (OHS) are part of our Holidays Operations Centre (HOC) team based in the easyJet holidays Head Office in Luton.

JOB ACCOUNTABILITIES

The headlines:

> Lead, inspire and coach the team of OHS Advisors to deliver excellent levels of individual and team performance and customer satisfaction

> Ensure our virtual contact centre target metrics are met on a daily basis

> To be a pro-active member of the HOC Team, supporting calls and taking escalated calls from Advisors, offering solutions in a timely manner resolving queries in the first contact

> Take the lead in challenging complaints with quick thinking and pro-active investigations

> You will be empowered to offer solutions, supported by our team of Duty Managers, the OHS Manager & the HOC Senior Manager.

> Act as a role model to others whilst striving to achieve high standards of performance and customer excellence

> Ensure training and development needs of the OHS Advisors are escalated to the OHS Manager, and highlight operational risks and areas for productivity improvement

> You will protect the welfare of all easyJet holidays customers in the event of crisis or serious incident, and assist with any emergency situations with our customers that may arise

> Assist with the impact of 'on the day' flight disruption, by moving holidays customers to new flight and providing last minute accommodation.

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

The detail:

Team Management

> Conduct 121s with your team, and maintain a feedback loop to continuously improve performance

> Manage any performance, behaviour, or absence issues within your team, following the HR guidance

> Manage advisors break times to ensure the call queue is being optimised through the efficient planning of our Advisor team

> Manage any welfare issues within your team, with the support from the OHS Manager

Day to Day performance

> Complete call monitoring, and review completed work to assess quality and consistency, and provide feedback to advisors

> Ensure call handling meets our key indicators of Average Call Waiting Time, Call Handling Length and First Call Resolution

> Prioritise and action the email inbox in line with the Customer Resolution Hub

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

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

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

Administrative

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

> That our Advisors input records of complaints and incidents onto our database in a comprehensive and det
Pay
N/A
Hours
Full time
Type
Permanent
Rating
N/A
Licence
N/A

Posted 7 May 2022

Closes 6 Jun 2022

Ref: 12517

This job was posted to: Product support

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