Airline Customer Experience Specialist

5 months ago

Luton, United Kingdom Menzies Aviation Full time

**Overview**

People. Passion. Pride. This is what has driven our teams since 1833.

Since that time, we have developed to become a critical partner in the global aviation industry, delivering time-critical logistics services at over 250 locations in 58 countries, across 6 continents.

But at the heart of our business is our people.

**Role Purpose**

This newly created role works directly for Menzies Aviation, but will only focus on the airport customer experience for easyJet, and work closely with all parts of the team at the airport and easyJet.

On-site role will be the on-shift point of escalation for all customer and partnership enquiries. It really is the face of easyJet at their flagship home base and no two days will ever be the same

**What you will be doing**
- Drive easyJet's vision of being the most loved European airlines by ensuring an industry leading customer experience is delivered at your airport.
- Drive easyJet's culture of making travel easy by identifying areas of improvements within your airport customer journey.
- Proactively engage with other parts of the Menzies Aviation team, to drive easyJet's standards and ensure compliance to procedure.
- Coordinate actions to improve customer experience and address concerns in times of disruption.
- Monitor Airport level Customer verbatims, CSAT data and identity actions that can be taken.
- Become the bridge between easyJet's Operational delivery teams and Customer Experience team, ensuring great synergy between all functions.

Would you like to see more detail on the accountabilities of the role? Please see the attached job description for further information

**Safety, Security and Compliance**:
You will have a responsibility and duty whilst at work to take reasonable care of the health and safety of yourself and of others whilst at work. You must carry out work in accordance with information and training provided and any specific workplace health and safety rules or procedures. For further details, please see the job description attached.

**What we are looking for**
- Highly organised
- Seeks opportunities to empower our partners to act in pursuit of the best interests of easyJet and our customers.
- Demonstrates an ability to inspire others to deliver outstanding service.
- Experience working in a lean environment - able to work within (and continuously develop) structured ways of problem solving and operational improvement.
- Ability to translate complicated inputs into a simple, coherent summary that is tailored to different audiences at all levels.

**Diversity**

Please be aware that as part of our recruitment process, we may look to use a variety of resourcing tools to help us understand your skills and experience in relation to the role. Please feel free to contact to recruiter below, if there are any reasonable adjustments to our process that you would like us to consider.

**Application Instructions

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