Head of Customer Service

**Who are easyJet holidays?** In 2019 we launched our brand new easyJet holidays business, with a mission to provide brilliant holiday experiences at unbeatable prices. We do this by combining easyJet’s flexible flight programme with handpicked hotels and best-in-class technology to provide hassle-free, personalised holidays. Soon after we launched, we faced the most unprecedented challenge in modern history - but we made bold decisions, took active measures, and emerged from the pandemic much stronger and far greater. Since then, we have; **> **Launched our sustainability strategy, becoming the first major UK tour operator to offset the carbon emissions from its package holidays **> **Doubled the size our team **> **Been named one of the Best Workplaces in Travel **> **Reached a milestone 1.1 million customers in our first full year of trading and **> **Become the fastest growing UK tour operator We’re an ambitious bunch and we don’t intend on stopping here. We want to lead the industry, making sustainable travel affordable and accessible to everyone and to do this we’re building remarkable teams with modern ways of working. That’s where you come in Join us as Digital Product Owner and help create brilliant holiday experiences for our customers. **Where will you be working?** You’ll be joining the newly formed easyJet holidays Customer Service team. We’ve brought together several existing teams to kick on our recovery post-Covid. Working closely with Customer Experience (strategic view), Customer Operations (holiday delivery), and Customer Safety (both proactive and reactive), the Customer Service team is at the heart of our plans for rapid growth and delivering brilliant holiday experiences. **What will you be doing?** The Head of Customer Service is a newly created role which brings together several existing teams with one common goal - delivering brilliant experiences to a high volume of customers through high quality service interactions. Our new Customer Service team encompasses our in-house pre-travel holiday changes and customer resolution teams, and our pre-travel customer service team, which is currently outsourced to a global partner. The Head of Customer Service ultimately ensures the delivery of high quality and constantly improving service interactions in line with our customer standards and desired customer experiences. You’ll be an ambassador for quality and exceptional customer service across easyJet holidays and the broader airline to ensure the easyJet holidays customer strategy is delivered. You’ll establish the Customer Service Strategy and embed quality, continuous improvement and service-learning frameworks with a relentless focus on performance across the different teams, and ensure sound implementation and maximum benefits from Salesforce products. You’ll also be working closely with the Head of Customer Experience in the setting and delivering of a clear vision for expanding our service offering through new technologies, self service capabilities, and adoption of alternative channels to provide seamless omnichannel experiences. As well as ongoing coaching and development of your team, you’ll drive efficiencies by identifying and implementing process improvements, and be responsible for the day-to-day management of a multimillion pound budget and a large team of in house and partner colleagues, instilling a cost aware and customer first culture to drive customer retention rates. **What will you bring to the team?** We are looking for somebody who has significant experience in blended outsourced and insourced high volume customer contact environments, with a demonstrable track record of delivering high quality, high volume customer interactions across a range of channels and disciplines. You’ll have a sound understanding of industry trends and latest technologies - including (but not limited to) RPA and AI, and expertise in the implementation and use of Salesforce across a number of use cases. You’ll be adept at implementing process improvements with experience of setting performance objectives and monitoring and managing outcomes. Through your experience you will have the ability to manage multi-disciplinary, international teams using your highly effective communication skills. Equally important will be your excellent analytical skills and ability to understand legal and procedural issues, drawing upon your existing knowledge of working within a regulatory framework. **What’s in it for you?** In addition to your competitive base salary, you’ll qualify for our company wide bonus scheme which could see you earning up to an additional 30% on top of your base each year. We'll also contribute 7% towards your pension. You'll have access to a variety of share options (BAYE, SAYE, Performance Shares) and life assurance is 4 x your annual salary. Aside from the financials, we offer an extensive suite of flexible benefits that you can opt in or