Airline Customer Experience Specialist

3 months ago

Belfast, United Kingdom Swissport International AG Full time

Overview:
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 customers 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 newly created role works directly for our Ground Handling Partner, but will only focus on the airport customers experience for easyJet, and work closely with all parts of the Ground Operates team at the airport and centrally.

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 our flagship base and no two days will ever be the same

**Responsibilities**:
JOB ACCOUNTABILITIES
- Drive our vision of being the most loved European airlines by ensuring an industry leading customer experience is delivered at your airport.
- Drive our culture of making travel easy by identifying areas of improvements within your airport customer journey.
- Proactively engage with Ground Crew to drive our standards and ensure compliance to procedure.
- Coordinate actions to improve customer experience and address concerns in times of disruption.
- Understand and drive CSAT performance and ensure all Customer impacting policy changes are successfully embedded on the ground.
- Monitor Airport level Customer verbatims, CSAT data and identity actions that can be taken.
- Become the bridge between our Operational delivery teams and Customer Experience team, ensuring great synergy between all functions.

COMPETENCIES
- ** Inspirational Leadership - **Communicates strategy effectively to ensure people are clear on why things are important / Behaves in a consistent way, regardless of the situation ensuring a high level of professionalism at all times / Lead by example by delivering industry leading customer care
- ** Innovation & Change - **Identifies opportunities within own area for continuously improving the way things are done, seeking to improve the easyJet experience / Able to influence others to support the change by identifying the key stakeholders, explaining the rationale and the benefits of the change / Leads and supports change by explaining the need for change and understanding the impact on others
- **Ownership & Delivery - **Provides a high level of motivation and support to team to ensure that they consistently deliver in line with expectations / Communicates clear objectives to colleagues that are aligned to the broader objectives of the business / Monitors results, showing resilience to deal effectively with barriers and obstacles / Uses sound judgement to make timely decisions, when faced with incomplete information / Looks beyond the surface to identify and resolve the root cause of the problem, putting plans in place to ensure there is no recurrence
- ** Building Relationships - **Communicates effectively with others within own area, proactively sharing information with those who need to know / Establishes trust quickly by listening to others and working effectively with others within their function / Considers and uses the different views and perspectives of other people to enhance their own thinking / Builds strong working relationships with people within other teams to ensure own goals and those of others are delivered.

Qualifications:

- 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.
- Demonstrate ability to digest and retain knowledge across a wide array of topics and efficiently share it with other stakeholders.
- Ability to take control of difficult situation and manage them until completion and customer resolution.
- Ability to obtain an airside ID pass (5 years CRC and references)

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