Customer Communications Executive

COMPANY

We have disrupted the way people travel since we started 25 years ago, and we don’t intend on stopping. We may be facing the biggest challenge in our history, but we are confident that throughout the pandemic we have taken the right action to build back stronger and better - and we want you to play a part in that and #belongherewithus.

We know that flexibility, balance and wellbeing are more important than ever right now. Whether that’s working remotely, part time, or needing extra support when times are tough - we are always #happytotalkflex.

Different perspectives and experiences add value to the way we do business. Giving a ‘warm welcome for everyone’ is at the heart of what we do every day regardless of gender identity and expression, race, disability, age, sexual and/ or romantic orientation, religion and nationality; because it’s clear to us that our people set us apart.

When you fly with us, you’ll see we have bags of passion for travel and getting you to your destination with the best experience possible. Working in our non-flying roles is no different, and our culture, known as our Orange Spirit, is a real thing. We work hard and laugh loud. We roll our sleeves up and we get stuck right in. It’s fast paced, and you need to be resilient, but the experience you gain when developing in #orangeyears is like no other - one year at easyJet is like three years somewhere else.

We’re Europe’s leading airline - with a network of over 1000 routes across 35 countries. We lead the industry in data, digital, web, engineering and operational innovations, to make travel easier and great value for our customer.

We take sustainability seriously. We’re acting on carbon now, as the first and only major airline in the world to offset 100% of our direct carbon emissions as well as stimulating the development of radical new technologies to ultimately achieve zero-emissions flying in the future.

We have also been named as Britain’s Most Admired Company of 2020 in the transport sector, retaining the leading position for a second year running. We support. We empower. We excite. And we do it our way. We’re uniquely different. We’re easyJet.

TEAM

Our Customer Experience Team is responsible for the end-to-end customer experience, setting the right customer policies, as well as communicating with our customers through the right channels, at the right time. Working cross-functionally, the team is driving continuous improvements in customer experience, representing the voice of our customers across all parts of the business. We’re now looking for a Customer Communications Executive to support delivering the right communications to our customers through the right channel, at the right time.

JOB PURPOSE

The travel landscape has changed beyond recognition and our customers demand and deserve the very highest standards of service from us. In this role, the Customer Communications Executive will work closely with the Customer Communications Leads to ensure that everyone who travels with us feels confident, cared for and ready to fly. Our aspiration is to become the number one preferred travel brand across all markets in Europe, which means we never stand still.

In your role you will be supporting improvements to our customer communications through the end-to-end journey. This includes developing messaging to ensure customers are informed of operational or policy-related information in the right way, co-ordinating the implementation of communication plans and measuring the success of our customer communications to drive improvements.

JOB ACCOUNTABILITIES
- Work closely with the Customer Comms Leads to support developing and executing messaging for customer policies and services across all relevant touchpoints
- Support the development and execution of messaging for operational or bio-security changes to ensure customers arrive for their journey prepared and ready to fly
- Working closely with channel owners you will support the co-ordination of the communications plan, ensuring it is delivered in the right time, through the right channels and in the right tone of voice
- Write clear briefs, working closely with our external partners and internal channel owners to deliver the communications plan at the right time to benefit our customers, the business and our operations
- Help to map and monitor the effectiveness of the end-to-end customer communications across each stage of the customer journey, looking at opportunities to continuously improve our communications
- Utilise our customer insight from customer surveys and operational feedback to identify customer pain-points and drive improvements
- Create, record and retain an auditable record of all our customer communications
- Measure the impact of customer communications and recommend improvement areas
- Represent the easyJet Tone of Voice across the business to ensure it is understood and embedded in communications, behaviours, policie