Change & Disruption Manager Luton, East of England, England
Job description
Change & Disruption Manager
The easyJet holidays Customer & Operations Team is at the heart of our customer operation, with responsibility for ensuring our customers have brilliant experiences when holidaying with us. The team are responsible for designing the experience we want our customers to have, always being data led and informed by customer insight, before then leading delivering brilliant holidays for our customers. Working cross-functionally, the team is driving continuous improvements in customer experience, representing the voice of our customers across all parts of the business.
What you’ll be doing:
Reporting into the Head of Customer Service, you will be responsible for the strategy and delivery of our pre-travel flight disruption and hotel programme change. You’ll work closely with internal and external teams to continuously improve our pre-travel change processes, while being a key decision maker in day-to-day disruption.
What you’ll bring to the team:
You will be an experienced Customer professional with significant prior experience in customer service
Someone with Experience of managing an operational team with a proven track record in performance management, an effective communicator with an ability to simply explain complex information
The candidate will have a commercial mindset, can balance customer experience against other business requirements, with a proven track record of high level engagement with a broad range of stakeholders both internally and externally.
Previous experience of using Salesforce would be a plus.
A real focus on customer satisfaction and delivering high levels of customer experience
Focused, analytical mind, with he ability to connect the dots and identify the big picture, with an ability to drive continuous improvement through feedback.
You will have exceptional organizational skills and ability to work and influence across all levels within the organization.
LOCATION & HOURS OF WORK
This full-time role will be based in Luton and will be 40 hours per week. However, we work flexibly and support working from home typically 2-3 days per week.
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 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 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:
Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens, we sometimes bring the closing date forward - so please apply promptly to avoid disappointment.
At easyJet holidays, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications even if you feel you don’t meet every item in the criteria. We are open to discussions around flexibility and flexible working, and we operate a hybrid working structure.
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 us as Change & Disruption Manager and help create brilliant holiday experiences for our customers.
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