EasyJet

About EasyJet

When it comes to innovation and achievement there are few organisations with a better track record than us. Over the last 23 years, we have changed the way people travel, leading the way in the short haul airline market across the UK and Europe. With a growing fleet of over 300 aircraft, annual passenger numbers in excess of 85 million and an unparalleled network of over 1,000 routes, our aim it to make travel easy and affordable for our customers. Then it’s our people and passion which set us apart. Highly talented, forward thinking people with a real sense of fun. We are generation easyJet, joined together by our “Orange Spirit”. We’re really excited to be growing our holidays business. With our trusted brand, a pan European network offering the best destinations and a customer base in excess of 90 million – we have all the right ingredients. All we need are the right people. People with energy and get-up-and-go who want to make a difference. That’s where you come in – join us as an easyJet holidays Pre-Travel Executive and help us build a world class team JOB PURPOSE You will be part of our Customer team offering support 7 days a week to customers experiencing pre-travel amendments to their holidays. The aim of the Pre-Travel Change team is to manage all amendments which impact our Customers before they travel. As an executive you will proactively communicate with our customers via email and phone, advising them of any amendments related to their flights, transfers and hotels and be their point of contact should they have any questions related to the amendment. Requirements of the Role JOB ACCOUNTABILITIES The headlines: Effectively communicate with our customers regarding all pre travel amendments to their holiday. Provide first line response and be the point of contact for customers experiencing pre-travel amendments. Liaise with the airline, hoteliers and other 3rd party suppliers regarding any amendment notifications. Collate information and data as required related to any amendment. Ensure consistently high standards of Customer Service during a potential pain point of the customer journey. Manage any costs where appropriate without compromising the customer experience. The detail: Customer Experience In line with the easyJet holidays values, ensure we are on the side of our customers. Communicate all pre-travel amendments to customers, including all elements of their holiday, i.e. flight, transfers and hotels. Make balanced decisions between commercial and customer experience when sourcing the alternatives for customers impacted. Co-ordinate a cross functional approach to amendments which impact a large number of customers. Be the point of contact for customers who want to discuss the alternative offered. Administrative Build a case file for each amendment notification and collate the details of all customers impacted. Review costs and commercial implications of alternatives and ensure balanced decision making. During execution of a case file, record and collect real-time information to support the investigation of any post-travel complaints. Work in conjunction with the finance team to manage any cost implications, i.e. invoicing, recharging of any costs to 3rd party suppliers (if applicable). Ensure internal systems are maintained and are always the source of truth. Support the creation of daily reports to senior management within the organisation detailing significant case files and large-scale customer impact. Escalate individual customer issues when appropriate including PRM customers. Stakeholder Management Liaise with the internal and external stakeholders regarding any amendment notifications received. Negotiate and source the alternatives if applicable and agree any costs associated with the pre-travel amendment with the relevant stakeholders. Approvals and Compliance Approve escalated recommendations and monetary spend within your delegated authority. Ensure compliance and development of company policy/procedures. Support with investigations from both external and internal customers. Continuous improvement Identify and recommend improvements. Joining a start-up company is really exciting. We need to be dynamic and flexible, working as one team in it together to deliver the best for our customers. As such, the accountabilities listed are to give a flavour to the nature of what can be expected, and is not a definitive list. COMPETENCIES The easyJet holidays Pre-Travel Executive needs to be customer focussed and able to solve problems in a timely and cost-effective manner. They require the ability to positively influence decisions made both internally and externally with effective communication. A Pre-Travel Executive needs to be flexible and proactive. KEY SKILLS REQUIRED Experience in communicating with customers Must be able to work with ambiguity and display strong judgement Self-starter Commercial acumen Strong stakeholder management skills Strong written and communication skills with the ability to work cross functionally Confidence in dealing with high stress situations and conflict, with a passion for service recovery High degree of personal / professional flexibility At least two years’ experience in a Customer Service environment Ability to learn systems quickly Ability to work under extreme pressure Excellent written and verbal communication and people skills Ability to work flexibility to ensure the team have 7 days cover Contact Centre experience is desirable but not essential Knowledge of overseas operations and EU261 regulations is desirable HOURS OF WORK This is a full-time role based in Luton and involves working weekends and public holidays to cover 7 days a week operation. #LI-OP1

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Legal Form: Company

Company Type: Private

Company Size: 5001 - 10000

Revenue: 1 - 5 billion (USD)

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Job Ads found: 1691

Job Ads per Month: 35.2

Hiring Locations: 11

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