Customer Support Team Leader
4 months ago
The Holiday Operations Team (HOC) is at the heart of the customer operation for easyJet holidays and are poised to support customers while they are on holiday with us. That support might come in the form of guidance, advice or complaint resolution. The HOC are also the first point of contact for any emergencies or incidents while customers are in resort.
As one of our On Holiday Support Team Leaders you will lead, inspire and coach a team of OHS Advisors to deliver excellent levels of individual and team performance and customer satisfaction. You’ll ensure our virtual contact centre target metrics are met on a daily basis and be a pro-active member of the HOC Team, supporting calls and taking escalated calls from Advisors, offering solutions in a timely manner and resolving queries in the first contact
You’ll take the lead in challenging complaints and will be empowered to offer solutions, supported by our team of Duty Managers, the On Holiday Support Manager and the Holidays Operations Centre Senior Manager. You’ll be a role model to others whilst striving to achieve high standards of performance and customer excellence, ensuring the training and development needs of your team are escalated to the On Holiday Support Manager, and highlighting 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, including the impact of ‘on the day’ flight disruption by moving holidays customers to new flights and providing last minute accommodation.
**What you’ll bring to the team**:
We are looking for somebody with previous experience of leading a team in a fast paced and demanding contact centre environment. You’ll need to be able to provide clear feedback to others, and be confident in handling large volumes of calls and dealing with stressful situations and conflict.
You’ll have excellent phone and verbal communication skills, able to multitask, be target driven and also have exceptional administration skills. Fluency in written and spoken English is essential, and if you can speak any other European Languages - that would be a bonus
Finally, you’ll need to be able to work shifts on a roster that include nights and weekends. This role is based onsite.
**What’s in it for you**:
In addition to you competitive base salary, we offer an all-inclusive benefits package which includes our company-wide bonus scheme and a 5% pension contribution. We offer a variety of share options and life assurance, and we have an impressive range of flexible benefits that you can tailor to your needs.
You'll have access to heavily discounted flights for yourself and your loved ones, as well as free easyJet Plus membership and annual holiday vouchers.
At easyJet holidays, we're committed to supporting our team with development opportunities and a welcoming atmosphere. We create unforgettable experiences for our customers, we strive to do the same for our people. The possibilities are endless with us, where would you like to go?
The role is full-time and based at our easyJet holidays HQ near Luton Airport.
**How to apply**:
**About easyJet holidays**:
Ready to make your next move? How about make your mark? Join a team with unstoppable drive and passion at easyJet holidays.
In 2019 we launched our easyJet holidays business, with a mission to provide brilliant holidays at unbeatable prices. We want to lead the industry by making sustainable travel affordable and accessible to everyone - and to do this we’re building remarkable teams with modern ways of working.
By joining us you’ll be part of the UK’s fastest growing tour operator and a company named as one of the Best Workplaces in Travel. You’ll be given autonomy to do your job, a platform to share your ideas, and you’ll get to work with the very best people in the industry - all to create experiences that customers will remember forever.
Make a difference with your next role. Make it easyJet holidays.
**Requirements of the Role**
LI-MR1 #ejholidays
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