On Holiday Support Team Leader

**On Holiday Support Team Leader** The On Holiday Support Team provide world class service to our customers the moment they touch down in one of our beach or city destinations across Europe. We are a fast-paced contact centre where you will lead our On Holiday Support Advisors in offering customer care and problem solutions via telephone and other digital platforms. The On Holiday Support team (OHS) are part of our Holidays Operations Centre (HOC) team based in the easyJet holidays Head Office in Luton **What you’ll be doing**: You will** **lead, inspire and coach the team of OHS Advisors to deliver excellent levels of individual and team performance and customer satisfaction Ensuring our virtual contact centre target metrics are met on a daily basis To be a pro-active member of the HOC Team, supporting calls and taking escalated calls from Advisors, offering solutions in a timely manner resolving queries in the first contact You will be empowered to offer solutions, supported by our team of Duty Managers, the OHS Manager & the HOC Senior Manager. Acting as a role model to others whilst striving to achieve high standards of performance and customer excellence Ensure training and development needs of the OHS Advisors are escalated to the OHS Manager, and highlight operational risks and areas for productivity improvement You will protect the welfare of all easyJet holidays customers in the event of crisis or serious incident, and assist with any emergency situations with our customers that may arise **What you’ll bring to the team**: Someone who has previous experience of leading a team in a fast paced and demanding contact centre environment Who can provide clear feedback to others, promoting consistent and accurate work who also be target driven with a clear focus on customer centricity and quality of service Have confidence in dealing with stressful situations and conflict with a passion for service recovery You will be flexible and possess a compassionate and understanding attitude Having the ability to learn systems quickly and to work under extreme pressure, working rotating shifts and be flexible with working hours. **HOURS OF WORK** This is a full-time role based in Luton and involves rotating shifts (staggered dayshifts, nightshifts, weekends, and public holidays). There will be occasions to cover rosters, or in the times of mass disruption or a significant crisis, to work more flexibly. **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 20% on top of your base each year. We'll also contribute 5% 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 out of, such as Medical Cover, Dental Cover, Green Car, and Cycle to Work Schemes. On top of all of that, you’ll get excellent staff travel benefits which includes heavily discounted flights for you and your friends and family, free easyJet Plus membership, and annual vouchers for you to spend on an easyJet holiday Working for one of Europe’s very best brands, you’ll be supported by a friendly team and be given great development opportunities. We're in the business of creating unforgettable experiences for our customers around the world, and the same applies for our people and their careers Working at easyJet holidays can take you anywhere... where do you want to go? This is a full-time role based at Luton Airport. We operate a hybrid working model and get together twice a week at the easyJet holidays HQ at Capability Green. **How to apply**: **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 with a focus on making a positive impact on the environment and local communities that make our holidays so special. **> **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