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On Holiday Support Team Leader

4 months ago

Luton Airport, United Kingdom easyJet Full time
easyJet holidays On Holiday Support Team Leader


In 2019 we launched our brand new easyJet holidays business, with a mission to provide brilliant holiday experiences at unbeatable prices.

We do this by combining easyJet's flexible flight programme with handpicked hotels and best-in-class technology to provide hassle-free, personalised holidays.

Soon after we launched, we faced the most unprecedented challenge in modern history - but we made bold decisions, took active measures, and emerged from the pandemic much stronger and far greater.

Since then, we have;

  • Launched our sustainability strategy with a focus on making a positive impact on the environment and local communities that make our holidays so special.
> Doubled the size our team
> Been named one of the Best Workplaces in Travel
> Reached a milestone 1.1 million customers in our first full year of trading and
> Become the fastest growing UK tour operator

We're an ambitious bunch and we don't intend on stopping here.

We want to lead the industry, making sustainable travel affordable and accessible to everyone and to do this we're building remarkable teams with modern ways of working.

That's where you come in Join us as On Holiday Support Team Leader and help create brilliant holiday experiences for our customers.


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

  • 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
detailed manner

  • Have full working knowledge of easyJet holidays systems
  • Ensure compliance and development of company policy/procedures.
  • Support with investigations from both external and internal customers.

KEY SKILLS REQUIRED
> Previous experience of leading a team in a fast paced and demanding contact centre environment
> Can provide clear feedback to others, promoting consistent and accurate work
> You will be target driven with a clear focus on customer centricity and quality of service
> Confidence in dealing with stressful situations and conflict with a passion for service recovery
> Can work at pace and manage a team handling a high volume of calls
> Ability to multitask and set priorities accordingly
> Be flexible and possess a compassionate and understanding attitude
> Strong phone and verbal communication skills with active listening
> High level of personal / professional standards
> Exceptional admin and time management s