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Duty Office Duty Manager

3 months ago

West Yorkshire, United Kingdom Jet2holidays Full time

Job Description:

As our Duty Office Duty Manager, you will proactively monitor and lead the 24-hour Jet2holidays real-time operation, offering solution-based support to ensure excellent service, and adherence to standards, policies, and company obligations. This role involves the end-to-end management of incidents, including escalation to internal and external stakeholders. You will work closely with relevant departments within the company and provide training where necessary to maintain high operational standards.

This role has a shift pattern of 4 days on, 4 days off. Mixture of early shifts at our Holiday House office and late/night shifts working from home.

As our Duty Office Duty Manager, you’ll have access to a wide range of benefits including:
 
  • Colleague discounts on Jet2holidays and Jet2.com flights
  • Many retail discounts on – travel and leisure, health, and well-being, eating out, shopping and lifestyle 
  • Managers Bonus

At Jet2.com and Jet2holidays we’re working together to deliver an amazing journey, literally We work together to really drive forward a ‘Customer First’ ethos, creating unforgettable package holidays and flights. We couldn’t do it without our wonderful people.  

What you’ll be doing:
 
  • You'll deliver solution-based operational support, ensuring end-to-end incident management.
  • You'll work closely with the OCC, flight planning and other key stakeholders to anticipate and accurately plan any operational disruption.
  • Utilising available systems, data and MI, to monitor the real time operation identifying where action/support is required.
  • You'll support both internal and external stakeholder relationships, in providing day to day guidance and SME support on overseas operations ensuring we continue to deliver industry leading service to our customers.
  • You'll monitor international events and Foreign Office advice that may affect any of our overseas operations.
  • You'll work alongside Jet2.com and Jet2holidays with 'welfare duties' such as – arranging special assistance on the ground, in the air, and in resort.
  • You'll work alongside and support both the UK and Overseas Operations senior management team.

What you’ll have:
 
  • You'll ideally have 5 years experience within a tour operator or airline experience, with particular focus in a customer and/or operational environment, in line with industry standards and practices.
  • You'll have the ability to lead by example and to identify when support is required, offering training and guidance.
  • You'll have knowledge of all relevant airline operations, ABTA, Package Holiday Regulations and customer service legislation desirable.
  • You'll have proven ability to make effective decisions, confident in communication skills and to problem-solve in a pressurized environment.
  • You'll have an understanding of the role of third party local agents and customer requirements in both airline and a tour operating environment.
  • You'll be a decisive, analytical and critical thinker.

Join us as we redefine travel experiences and create memories for millions of passengers. At Jet2.com and Jet2holidays, your potential has no limits. Apply today and let your career take flight