Customer Experience Manager

4 weeks ago

London, Greater London, United Kingdom easyJet Airline Company PLC Full time
Job Title: Customer Quality and Complaints Executive

At easyJet holidays, we're on a mission to provide brilliant holiday experiences at unbeatable prices. As a Customer Quality and Complaints Executive, you'll play a crucial role in ensuring our customers have an exceptional experience with us.

Job Purpose:

Reporting into the Head of Customer Service, you'll be responsible for the strategy and delivery of our social media and post-travel customer service. You'll work closely with internal and external teams to continuously improve our processes, communications to customers, and ways of working.

Key Responsibilities:
  1. Lead and inspire an operational team of Customer and Social Resolution Executives to ensure timely resolution of customer queries, complaints, and claims.
  2. Develop engaging onboarding and upskilling training modules, and manage and enhance our quality assurance framework to ensure compliance to our policies and processes.
  3. Work closely with outsourced contact centre vendors to deliver a highly efficient operation in line with our key performance metrics and ABTA guidelines.
  4. Drive a data-led approach to customer support, understanding how to improve reporting and using CSAT data to inform decision making.
  5. Collaborate with product teams to enhance customer and employee experience through improved customer self-serve and employee tooling.
  6. Manage costs without compromising customer experience.
  7. Represent the voice of the customer across easyJet holidays, ensuring projects consider customer impact.
  8. Stay up-to-date on emerging trends and industry best practices in Customer Service.
Requirements:
  1. Experienced Customer professional with significant prior experience in customer service.
  2. Experience of managing an operational team with a proven track record in performance management.
  3. Commercial mindset, balancing customer experience against other business requirements.
  4. Real focus on customer satisfaction and delivering high levels of customer experience.
  5. Effective communicator with outstanding quality of written and oral presentations.
  6. Previous experience of using Salesforce.
  7. Fluency in French and/or German would be an advantage.
Location and Hours:

This full-time role will be based in Luton and will be 40 hours per week. We work flexibly and support working from home typically 2 days per week.

  • Customer Experience Manager

    4 weeks ago

    London, Greater London, United Kingdom The Learning Experience #351 Full time

    Job Title: Communications & Customer Experience ManagerWe are seeking a highly skilled Communications & Customer Experience Manager to join our team at The Learning Experience #351. This is an exciting opportunity to work in a fast-paced corporate environment and contribute to the success of our Property Management services line in London.About the Role:This...

  • Customer Experience Manager

    4 weeks ago

    London, Greater London, United Kingdom The Learning Experience #351 Full time

    Job Title: Communications & Customer Experience ManagerWe are seeking a highly skilled Communications & Customer Experience Manager to join our team at The Learning Experience #351. This is an exciting opportunity to work in a fast-paced corporate environment and contribute to the success of our Property Management services line in London.About the Role:This...

  • Customer Experience and Communications Manager

    4 weeks ago

    London, Greater London, United Kingdom The Learning Experience #351 Full time

    Job Title: Customer Experience and Communications ManagerWe are seeking a highly skilled Customer Experience and Communications Manager to join our team at The Learning Experience #351. As a key member of our Property Management services line, you will be responsible for managing the Customer Experience programme and delivering the communications and social...

  • Class 2 Driver Position

    1 week ago

    London, Greater London, United Kingdom Manager with experience Full time

    Job Title: Class 2 Driver PositionWe are a reputable Food Wholesale Distribution Company that delivers mainly in North London. As a Class 2 Driver, you will be required to safely deliver food products to our regular customers, representing the company with a professional approach. This role requires applicants to have a Category C driving license, up-to-date...

  • Senior Operations Manager

    2 weeks ago

    London, Greater London, United Kingdom Ted Experience Full time

    About This RoleTed Experience is seeking a highly skilled Senior Operations Manager to join our team. As a Senior Operations Manager, you will be responsible for overseeing the technology used at the heart of our business and working on a partnership account that deploys a trained workforce to demonstrate and sell a product in various retail channels.Key...

  • Customer Service Resource Coordinator

    4 weeks ago

    London, Greater London, United Kingdom Customer Labs Full time

    Job Title: Customer Service Resource CoordinatorAt Customer Labs, we are seeking a highly organized and detail-oriented Customer Service Resource Coordinator to join our team. This role is responsible for managing the Field Service Engineers' resource diary, ensuring that all engineers are logged in to resource management and on target.Key...

  • Customer Service Resource Coordinator

    4 weeks ago

    London, Greater London, United Kingdom Customer Labs Full time

    Job Title: Customer Service Resource CoordinatorAt Customer Labs, we are seeking a highly organized and detail-oriented Customer Service Resource Coordinator to join our team. As a key member of our support services team, you will be responsible for managing the Field Service Engineers' resource diary, ensuring that all engineers are logged in and on...

  • Customer Service Resource Coordinator

    4 weeks ago

    London, Greater London, United Kingdom Customer Labs Full time

    Job Title: Customer Service Resource CoordinatorAt Customer Labs, we are seeking a highly organized and detail-oriented Customer Service Resource Coordinator to join our team. As a key member of our support services team, you will be responsible for managing the Field Service Engineers' resource diary, ensuring that all engineers are logged in and on...

  • Customer Service Resource Coordinator

    4 weeks ago

    London, Greater London, United Kingdom Customer Labs Full time

    About the RoleWe are seeking a highly organized and detail-oriented Customer Service Resource Coordinator to join our team. As a key member of our customer service team, you will be responsible for managing the Field Service Engineers' resource diary, ensuring that all engineers are logged in and on target.Key Responsibilities:Manage the Field Service...

  • Customer Service Resource Coordinator

    4 weeks ago

    London, Greater London, United Kingdom Customer Labs Full time

    Job DescriptionThe Customer Service Resource Coordinator plays a crucial role in managing the Field Service Engineers' resource diary. This position requires excellent customer relations skills, commercial acumen, and the ability to develop and sustain relationships with key stakeholders.Key ResponsibilitiesManage the Field Service Engineers' resource diary...

  • Business Operations Manager

    4 weeks ago

    London, Greater London, United Kingdom Business Manager Full time

    About the RoleWe are seeking a highly skilled Business Manager to join our Product, Tech & Data team. As a key member of the team, you will provide critical support to the Chief Product Officer (CPO) and Chief Technology and Data Officer (CTDO) in driving business goals and objectives.Key ResponsibilitiesManage meeting cadence and coordination across the...

  • Business Operations Manager

    4 weeks ago

    London, Greater London, United Kingdom Business Manager Full time

    About the RoleWe are seeking a highly skilled Business Manager to join our Product, Tech & Data team. As a key member of the team, you will provide critical support to the Chief Product Officer (CPO) and Chief Technology and Data Officer (CTDO) in driving business goals and objectives.Key ResponsibilitiesManage meeting cadence and coordination across the...

  • Customer Experience Manager

    1 month ago

    London, Greater London, United Kingdom 3Search Full time

    {"h1": "Customer Experience Manager", "p": "We are seeking a dynamic and motivated Customer Experience Manager to join our vibrant team at 3Search. As a key member of our team, you will play a crucial role in designing, implementing, and managing customer experience projects that drive satisfaction and retention. Your primary responsibility will be to...

  • Customer Experience Manager

    1 month ago

    London, Greater London, United Kingdom 3Search Full time

    {"h1": "Customer Experience Manager", "p": "We are seeking a dynamic and motivated Customer Experience Manager to join our vibrant team at 3Search. As a key member of our team, you will play a crucial role in designing, implementing, and managing customer experience projects that drive satisfaction and retention. Your primary responsibility will be to...

  • Customer Experience Manager

    4 weeks ago

    London, Greater London, United Kingdom 3Search Full time

    Job Title: Customer Experience ManagerJob Summary:We are seeking a Customer Experience Manager to join our team at 3Search. As a key member of our customer experience team, you will be responsible for designing, implementing, and managing customer experience projects that drive satisfaction and retention.Key Responsibilities:Develop and manage detailed...

  • Customer Experience Manager

    4 weeks ago

    London, Greater London, United Kingdom Get Recruited Ltd Full time

    Customer Experience ManagerGet Recruited Ltd is seeking a Customer Experience Manager to join their team. As a key member of the Customer Experience team, you will be responsible for managing project mobilisation, purchaser communications, completions, handovers, and home demonstrations, as well as snag and defect management.The ideal candidate will have...

  • Customer Experience Manager

    4 weeks ago

    London, Greater London, United Kingdom Get Recruited Ltd Full time

    Customer Experience ManagerGet Recruited Ltd is seeking a skilled Customer Experience Manager to join their team. As a key member of the Customer Experience team, you will be responsible for delivering exceptional customer service and ensuring a seamless experience for clients throughout the property buying process.The RoleManage project mobilization,...

  • Customer Experience Manager

    4 weeks ago

    London, Greater London, United Kingdom Get Recruited Ltd Full time

    Customer Experience ManagerGet Recruited Ltd is seeking a skilled Customer Experience Manager to join their team. As a key member of the Customer Experience team, you will be responsible for delivering exceptional customer service and ensuring a seamless experience for clients throughout the property buying process.The RoleManage project mobilization,...

  • Customer Experience Manager

    4 weeks ago

    London, Greater London, United Kingdom Sainsbury's Supermarkets Ltd Full time

    Customer Experience ManagerAs a Customer Experience Manager at Sainsbury's Supermarkets Ltd, you will be responsible for delivering exceptional customer experiences across our stores. Your key focus will be on operational in-store management, ensuring that your area is running smoothly and efficiently. You will work closely with the Lead Customer Experience...

  • Customer Experience Manager

    4 weeks ago

    London, Greater London, United Kingdom Norton Full time

    Customer Experience ManagerWe are seeking a highly skilled Customer Experience Manager to lead our customer-centric initiatives and drive business growth through exceptional service delivery.The ideal candidate will have a strong analytical mindset, excellent stakeholder management skills, and the ability to influence cross-functional teams. They will be...