Customer Experience Manager

1 month ago


London, Greater London, United Kingdom easyJet Airline Company PLC Full time
Job Title: Customer Experience Manager

At easyJet holidays, we're looking for a seasoned Customer Experience Manager to join our team. As a key member of our Customer & Operations Team, you'll be responsible for delivering exceptional customer experiences across our social media and post-travel customer service channels.

Key Responsibilities:

  • Lead a team of Customer and Social Resolution Executives to resolve customer queries, complaints, and claims in a timely and customer-centric manner.
  • Develop and implement engaging onboarding and upskilling training modules to enhance team performance and quality assurance.
  • Collaborate with our outsourced contact centre vendors to ensure seamless operations and compliance with ABTA guidelines.
  • Drive a data-led approach to customer support, leveraging CSAT data to inform decision-making and improve reporting.
  • Partner with product teams to enhance customer self-serve and employee tooling, resulting in improved customer and employee experiences.
  • Represent the voice of the customer across easyJet holidays, ensuring projects and decisions consider customer impact.

Requirements:

  • Proven experience in customer service, with a track record of managing operational teams and driving performance.
  • Commercial mindset, with the ability to balance customer experience against business requirements.
  • Effective communicator, with outstanding written and oral presentation skills.
  • Previous experience with Salesforce and fluency in French and/or German is an advantage.

Location and Hours:

This full-time role will be based in Luton, with a 40-hour workweek and flexible working arrangements, including two days of remote work per week.



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