Airport Customer Experience Lead

Job Description - Airport Customer Experience Lead (15900)

The Job - Airport Customer Experience Lead

In order to be Europe’s most loved airline, we are looking to strengthen our presence at Luton Airport to deliver the best possible Customer experience.

This exciting new role will put you at the heart of the Airport. You will be the eyes and ears of easyJet to ensure that our customers receive the standard of service that they expect from us and help easyJet to better understand where we can improve and refine our processes to ensure that positive change is embedded for the long term.

The Customer Experience team plays a crucial role in delivering a positive and seamless experience for easyJet customers. As the Team Lead, you will support and be an escalation point for your team, our partners, and our customers. You will be the face of easyJet.

This newly created role will report into the Head of Product - Airport Customer Experience.

What you will be doing

As the on-site point of escalation for customer and partner enquiries, you will be the face of easyJet. You will be an essential bridge between our Operational and Customer Experience teams, ensuring all teams are working together to improve the customer experience.

You will drive our vision and culture of being Europe’s most loved airline and making travel easy by identifying any friction points within your airport customer journey and areas of improvement.

You will support any new technology implementations at the Airport. Working with prototypes and new ideas, you will test viability and be a role model for use on roll out.

You will proactively engage with our Ground Ops partners to embed our standards and ensure compliance to procedure, show complete ownership for any customer complaints during your shift, and drive resolution using all tools at your disposal.

What you will need to do this role

It is essential that you have worked in an Airport environment and have experience of delivering outstanding customer service and solutions. You will also require experience of 3rd party management and working with suppliers and be able to demonstrate the ability to inspire and motivate others to deliver outstanding service.

As a Team Lead, you will be responsible for coaching and providing feedback to team members. With a customer-first attitude and a passion for delivering outstanding customer experiences, you will also have strong problem-solving and decision-making skills, with the ability to take control of difficult situations and resolve customer concerns.

This position will be worked on a 4 days on / 4 days off rota which will be shift patterns of:

1. 2 days - 5am-4pm
2. 2 days - 1pm-Midnight

Flexibility will be required during major disruption events.

What you’ll get in return:

• Competitive base salary
• Up to 20% bonus
• BAYE, SAYE & Performance share schemes
• Flexible benefits package
• Excellent staff travel benefits

Location & Hours of Work

This permanent position will be worked on a shift pattern of 4 days on followed by 4 days off: (2 x 5am-4pm shifts and 2 x 1pm-Midnight) at London Luton Airport.

Full easyJet uniform is provided and to be worn when on shift.

About easyJet

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

At easyJet, our aim is to make low-cost travel easy – connecting millions of people to what they love using Europe’s best airline network, great value fares, and friendly service.

Whether you’re working as part of our front-line operations or in our corporate roles, we’ll give you everything you need to make a personal impact on our growing business. We believe in sharing new opportunities, stepping up to challenges, and supporting each other with our Orange Spirit.

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

Apply

Complete your application on our careers site.

We encourage individuality, empower our people to seize the initiative, and never stop learning. We see people first and foremost for their performance and potential and 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.

Business Area

Customer & Marketing

Primary Location

London Luton Airport