Customer Welfare Manager Luton, East of England, England
Job description
easyJet holidays Customer Welfare Manager
Where you’ll be working:
This is a new role to support our desire to provide world class service to our customers at the time they need it most. Working in the Customer Safety Incidents and Welfare, this role will provide the welfare framework for our customer facing teams that enable them to provide the right emotional, practical and logistical support to customers impacted by events on holiday. This role will also take a personal lead in trauma events and role model customer liaison best practice and be the voice of easyJet holidays for those that need it. As a new role there is real opportunity for an experienced customer welfare or wellbeing professional to develop and deliver a framework and response service that we and they can be truly proud of
We’re really excited to be growing our Holiday 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 Customer Welfare Manager.
What you’ll be doing:
The Customer Welfare Manager is part of the Customer Safety & Wellbeing Team in the Customer and Operations function. The Customer and Operations function includes Safety, Security, Operations, Customer Experience, Communications and Portfolio Delivery. Its purpose is to support that easyJet holidays has a safe and responsible approach to the protection of its customers.
The Customer Welfare Manager will take responsibility for our customers have been exposed to the most severe safety, safeguarding and welfare experiences. Working directly with customers who are in destination or have returned home who have experienced trauma, this role will provide care and support throughout.
The role will develop, maintain and continuously improve suitable frameworks to support decision making on case management and escalation across various teams, to ensure that roles and responsibilities are clearly defined and result in high standards of customer support.
The role will work closely with colleagues in Customer & Operations, Legal and Insurance.
This role will report in to the Customer Safety Manager (Incidents & Welfare)
What you’ll bring to the team:
You must have significant experience in directly dealing with high-risk customer care cases with previous experience in developing the management policies and procedures
A candidate with a high degree of resilience and self-awareness, recognising the need to provide but also receive support in dealing with emotionally challenging cases, being confident and articulate,
Someone with excellent written and verbal communications at all levels from customers, third parties, front-line personnel to the senior management
Confidence in dealing with difficult situations whilst maintaining accuracy and attention to detail when working under pressure with a high degree of personal / professional flexibility.
Who has the ability to multi-task and set priorities accordingly with organisational, administration and time management skills.
You will have Proven ability to challenge the status quo and promote organisational change.
HOURS OF WORK
This is a hybrid role. Based in Luton and working from home. The nature of the role means there may be irregular hours required to effectively support Incident & Crises and will be required to participate in the Incident & Crises on call rota.
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?
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, 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 Business Analyst and help create brilliant holiday experiences for our customers.
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