Luxury Customer Service Specialist

easyJet; Luton; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading travel service provider in Luton is seeking Luxury Customer Service Specialists to deliver exceptional support to valued customers. Candidates should have experience in customer service and a deep understanding of the company's holiday products. The role involves taking ownership of the customer journey, providing seamless service, and helping to shape best practices within the team.

Qualifications

• Experience in a customer role or strong understanding of excellent service.
• Deep understanding of the easyJet holidays product and customer proposition.
• Calm under pressure with strong judgment for resolving issues.

Responsibilities

• Deliver exceptional concierge style support to customers.
• Take ownership of the full customer journey.
• Liaise with airline teams and hoteliers to provide seamless service.
• Help shape best practices for luxury service.
• Support process testing and training.

Skills

Customer service experience

Excellent communication

Ability to build rapport

Problem-solving skills

Job description

We’re building a brand new team to support the launch of our Luxury Collection – a carefully curated portfolio of elevated holidays designed to offer a premium experience from start to finish. As part of this, we’re looking for passionate and experienced members of our remarkable team to join us as Luxury Customer Service Specialists.

In this role, you'll deliver exceptional concierge style support to our most valuable customers and travel agents, ensuring that every interaction reflects the care, attention to detail, and service standards expected from a luxury travel experience. You'll take ownership of the full customer journey, from pre-travel support to in resort queries and post holiday follow up. You’ll liaise with airline teams, hoteliers and other partners to provide seamless service, tailored recommendations, and fast, effective solutions when things don’t go to plan.

The team will become experts in our luxury product, understanding every detail of our hotel portfolio, inclusions, facilities and unique selling points. They’ll also help build and maintain key hotel contact lists, support the development of our knowledge base, and partner closely with our Commercial team to ensure product accuracy and alignment.

Beyond your day to day role, you’ll help shape best practice for luxury service, support process testing and training, and share your knowledge across the wider team. You’ll also stay connected to the wider customer service function by handling regular non-luxury contacts to keep your knowledge broad and up to date.

What you’ll bring to the team:

You’ll have experience in a customer role, or know what excellent service looks like, and you’ll need to have a deep understanding of the easyJet holidays product and customer proposition. You’re confident, calm under pressure, and bring strong judgement when resolving issues.

You understand the expectations of luxury travellers and have a natural ability to build rapport, communicate clearly, and go above and beyond. You’re curious, adaptable, and genuinely care about improving the customer experience.

About easyJet holidays:

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.