Customer Service Executive

3 weeks ago


Luton Airport, United Kingdom easyJet Full time

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 Customer Experience team at 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 a Customer Service Executive and help us build a world class team.

**JOB PURPOSE**

**JOB ACCOUNTABILITIES**

**The headlines**:
**> **Manage an inbox that will receive easyJet holidays credit queries.

**> **Support in the reporting of service queries and issues reported from suppliers and employees.

**> **Liaise with IT and other 3rd party suppliers regarding any easyJet holidays credit issues.

**> **Collate and analyse data as required to report on trends to the wider Customer team.

**> **Ensure consistently high standards of Customer Service throughout our customer journey.

**> **Manage any costs where appropriate without compromising the customer experience.

**> **Identify and help to deliver opportunities for process improvement.

**The detail**:

- Customer Experience_

**> **In line with the easyJet holidays values, ensure we are on the side of our customers.

**> **Co-ordinate support on easyJet holidays credit queries in a timely manner.

**> **Use data and analytics to identify opportunities to enhance the customer experience.
- Administrative_

**> **Work in conjunction with the finance and commercial teams, along with external stakeholders, to manage any cost implications of credit issuing, e.g., invoicing, recharging of any costs to 3rd party suppliers (if applicable).

**> **Ensure internal systems are maintained and are always the source of truth.

**> **Support the creation of a suite of reporting relating to credit that can be shared with senior management.
- Stakeholder Management_

**> **Respond quickly and effectively to enquiries from suppliers and colleague to ensure easyJet holidays credit and all supporting processes are functioning as intended.

**> **Liaise with our HR and contact centre teams to ensure quick and fair resolution of escalations for customers and employees.
- Continuous improvement_

**> **Identify and recommend improvements across both our internal processes and external communication to customers.
- Subject matter expertise_
- Management of Customer Service inbox and tracker_

**> **Owner of the credit related queries inbox, troubleshooting and responding to various queries within specific timeframes.

**> **Where necessary, contact customers to help troubleshoot credit issues.

**> **Track and record all queries on a tracker to create meaningful and valuable data.
- Incident and crisis management_

**> **Support day to day incident and issues management, producing content to help inform and support employees and suppliers as necessary.

**Requirements of the Role**

**> **Proven experience in a Customer Service environment

**> **Confidence in dealing with high stress situations and conflict, with a passion for service recovery

**> **Strong analytical skills

**> **Strong written and communication skills with the ability to work cross functionally

**> **Strong stakeholder management skills

**HOURS OF WORK**

This is a full-time (40 hours), five days a week role based in Luton, although benefiting from our hybrid working practices that mean time is split between being in the office and working remotely. The nature of the role means there may be irregular hours required to effectively support Incident & Crises. You may be required to participate in the on-call customer rota. There may be periodic UK and international travel as required, which may include at short notice.

**FURTHER INFORMATION**

LI-MR1 #LI-HYBRID



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