Customer Disruption Officer

3 weeks ago


Luton Airport, United Kingdom easyJet Full time

easyJet is Europe’s leading airline offering a unique and winning combination of the best route network connecting Europe's primary airports, with great value fares and friendly service.

easyJet flies on more of Europe’s most popular routes than any other airline and carried more than 96 million passengers in 2019 - more than 16 million travelling for business. The airline has over 300 aircraft on nearly 1000 routes to more than 150 airports across 35 countries. Over 300 million Europeans live within one hour's drive of an easyJet airport.

**This full-time role will be based in Luton, and will be an average of fourteen shifts per 28 days, the shifts will be 12 hours shifts, comprised of dayshifts and night shifts.**

**TEAM**

As part of the Network Control team, and the wider Integrated Control Centre, the Disruption team is working on a 24/7 basis, communicating to and supporting customers throughout their disruption. We liaise with ground handling teams, customer services and other ICC teams to provide the best possible customer experience and to ensure customer hotac, transport and welfare is provided according to regulations and business policies. Keeping customers updated, answering any customer related queries from ground or cabin crew and informing the wider business of significant disruption and customer issues is a large part of our role. The team also ensures that all crew hotel and transport requirements (for days 1-3) are met, and any ad-hoc requests on the day. The team will report on disruption events, making sure the legal and customer service teams have the information they need to handle customer claims efficiently.

Network Control is comprised of highly a dedicated & experienced team with the purpose of ensuring safety, compliance and providing the customer with the highest possible quality of service is an integral part of the overall Operations team.

We work closely with Flight Ops, Ground Ops, Cabin Services, Performance and Planning, Safety and Security, and Maintenance Operations.

**JOB PURPOSE**

**>** To ensure customers are supported throughout disruption, and welfare is provided according to business policies and regulations
**>** To keep customers informed throughout their disruption
**> **To report on disruption events for efficient customer claim handling
**> **To escalate any disruption events and customer issues to the wider business
**> **The team also ensures that all crew hotel and transport requirements (for days 1-3) are met, and any ad-hoc requests on the day.

**JOB ACCOUNTABILITIES**

**Disruption Handling**:
**> **Find solutions for customers who have been affected by disruption in line with regulations and business policies
**> **Answer any customer related queries from ground handling and take quick decisions on customer entitlements on the day of travel
**>** Look to reduce costs during disruption where possible, e.g. in form of reciprocal agreements, re-routing customers and alternative transport booking
**>** Process disruption in various operational systems
**>** Liaise with 3rd parties, such as Hotel and Transport providers to ensure customers are provided appropriate hotel accommodation and transport during disruption
**> **All ad-hoc transport and accommodation requests for the crew have been met and last-minute changes are actioned to prevent disruption to crew

**Disruption Communications**:
**>** Keep customers informed at all times throughout disruption via various outbound communication channels including;
- **SMS**:

- **Flight Tracker**:

- **Travel Update Pages**:

- **Web banners
**>** Notify customers of planned schedule changes or cancellations and their options
**>** Keep ground and cabin crew updated with communications provided to customers

**Disruption Reporting**:
**>** Notify airports of disruption
**>** Inform the wider business of disruption events and customer welfare issues, including possible PR issues
**>** During disruption incidents, record and collect real time information to support accurate post incident investigations and customer claim handling

**Operational Excellence**
**>** Arrange Crew hotac and transport for days 1-3 in line with regulatory requirements, union agreements and easyJet business rules
**> **During disruption incidents, record and collect real time information to support accurate post incident investigations and customer claim handling
**> **Consider the use of Tripping, seek to optimise and gain the best cost position with regard to hotac and transportation costs associated with crew rosters

**Your Health & Safety commitment to easyJet**
**> **To carry out your work in compliance with easyJet policies, processes and procedures
**>**To report any actual or potential situations you feel could pose a risk to our customers, people, operation, assets, or reputation
**> **To support investigations as they seek to identify ways to improve our safety, security or compliance performance
**> **To ensure you



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