On Holiday Support Team Leader

easyJet Airline Company PLC; Greater London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading holiday company in the UK is seeking a full-time On Holiday Support Team Leader to lead a team in providing exceptional customer experiences. Responsibilities include managing escalated calls, ensuring team performance, and resolving customer complaints. The ideal candidate will have experience in a fast-paced contact center, excellent communication skills, and a willingness to work shifts. Benefits include competitive salary, bonuses, and discounted travel options. Join us to create unforgettable experiences for holidaymakers.

Benefits

Competitive salary

Company-wide bonus scheme

Discounted flights

Free easyJet Plus membership

Annual holiday vouchers

Qualifications

• Previous experience of leading a team in a fast-paced contact center environment.
• Ability to handle large volumes of calls while managing conflict.
• Fluency in English; additional European languages are a bonus.

Responsibilities

• Lead and inspire a team of OHS Advisors for high performance.
• Ensure virtual contact center targets are met daily.
• Resolve escalated queries and manage customer complaints.

Skills

Team leadership in a contact center

Handling stressful situations

Phone and verbal communication skills

Multitasking and administration

Fluency in English

Job description

Job Description - On Holiday Support Team Leader (16556)

Job Description

Description

The Holiday Operations Team (HOC) is at the heart of the customer operation for easyJet holidays and are poised to support customers while they are on holiday with us. That support might come in the form of guidance, advice or complaint resolution. The HOC are also the first point of contact for any emergencies or incidents while customers are in resort.

As one of our Team Leaders you will lead, inspire and coach a team of OHS Advisors to deliver excellent levels of individual and team performance and customer satisfaction. You’ll ensure our virtual contact centre target metrics are met on a daily basis and be a pro‑active member of the HOC Team, supporting calls and taking escalated calls from Advisors, offering solutions in a timely manner and resolving queries in the first contact.

You’ll take the lead in challenging complaints and will be empowered to offer solutions, supported by our team of Duty Managers, the On Holiday Support Manager and the Holidays Operations Centre Senior Manager. You’ll be a role model to others whilst striving to achieve high standards of performance and customer excellence, ensuring the training and development needs of your team are escalated to the On Holiday Support Manager, and highlighting operational risks and areas for productivity improvement. You will protect the welfare of all easyJet holidays customers in the event of crisis or serious incident, and assist with any emergency situations with our customers that may arise, including the impact of ‘on the day’ flight disruption by moving holidays customers to new flights and providing last minute accommodation.

What you’ll bring to the team:

• Previous experience of leading a team in a fast‑paced and demanding contact centre environment
• Ability to provide clear feedback to others and handle large volumes of calls while dealing with stressful situations and conflict
• Excellent phone and verbal communication skills, able to multitask, target‑driven and with exceptional administration skills
• Fluency in written and spoken English (additional European language skills a bonus)
• Willingness to work shifts on a roster that includes nights and weekends

What’s in it for you:

In addition to a competitive base salary, we offer an all‑inclusive benefits package which includes our company‑wide bonus scheme and a 5% 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, and 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.

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.