Customer Service 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.

We have created a new Customer Service Manager role who will be responsible for supporting our trade partners and the delivery of our outsourced B2B customer Service and Sales operations. As Customer Service Manager - Trade Support, you will oversee the day-to-day operational performance and drive continuous improvement of our contact centre processes to deliver the highest level of service to our trade partners through effective management of our outsourced contact centres.

With the interests of the customer at the front of your thinking and taking a data led approach to decision making, you'll be ensuring our outsourced contact centre partners are delivering a highly efficient operation against contractual performance metrics and addressing any areas of non-performance with robust action plans.

You'll represent the voice of our trade partners in Customer & Operations by leading regular trade business reviews and working closely with our internal trade support teams to ensure processes are maintained and challenges are addressed.

We are looking for somebody who is an experienced Customer Service professional, passionate about customer satisfaction and experience, and with prior experience in B2B customer service. You'll have previously managed an outsourced operation with a proven track record in performance management in a complex, multi-site environment.

We'd love to speak to people with experience within airline, travel, or package holidays and those with previous experience of using Salesforce and / or Amazon Connect.

You'll be an effective communicator, able to simply explain complex information and confidently deliver written and oral presentations. You'll have a commercial mindset and be able to balance customer experience against other business requirements, and have a track record of high level

Ready to make your next move? How about make your mark? Join a team with unstoppable drive and passion at easyJet holidays.

In 2019 we launched our easyJet holidays business, with a mission to provide brilliant holidays at unbeatable prices. We want to lead the industry by making sustainable travel affordable and accessible to everyone - and to do this we're building remarkable teams with modern ways of working.

By joining us you'll be part of the UK's fastest growing tour operator and a company named as one of the Best Workplaces in Travel. You'll be given autonomy to do your job, a platform to share your ideas, and you'll get to work with the very best people in the industry - all to create experiences that customers will remember forever.

Make a difference with your next role. Make it easyJet holidays.

In addition to a competitive base salary, we offer an all-inclusive benefits package which includes our company-wide bonus scheme and a 7% pension contribution. We offer a variety of share options and life assurance, and we have an impressive range of flexible benefits that you can tailor to your needs.

You'll have access to heavily discounted flights for yourself and your loved ones, as well as free easyJet Plus membership and annual holiday vouchers.

At easyJet holidays, we're committed to supporting our team with development opportunities and a welcoming atmosphere. We create unforgettable experiences for our customers, we strive to do the same for our people. The possibilities are endless with us, where would you like to go?

The role is full-time and based at our easyJet holidays HQ near Luton Airport. We operate a hybrid working model with three in-office days per week.