Lead Customer Resolution Executive

Lead Customer Resolution Executive (16603)

The easy

Jet holidays Customer & Operations Team help to deliver brilliant holidays for our customers and ensure that every holiday runs smoothly, from start to finish. We are now recruiting for a Lead Customer Resolution Executive to join us on a permanent basis.

You’ll report directly to the Change and Resolution Manager, working alongside our internal and offshore teams to constantly elevate how we handle and resolve complaints. Your role will involve refining our communication with customers and improving the way we work.

You will lead a team of Customer Resolution Executives, helping them to resolve queries, complaints, and claims quickly and effectively, ensuring we put the customer at the heart of everything. You’ll also use performance data and feedback to create engaging training programs, refine our quality assurance processes, and ensure compliance with our policies, procedures, and regulations, as well as overseeing our third‑party contact centre.

What you’ll bring to the team:

We’re looking for somebody with experience in customer service, including leading a team and managing performance effectively, ideally in a contact centre environment. You will be a clear communicator who can explain complex ideas simply and you'll be able to balance customer needs with business goals. You'll have strong stakeholder engagement skills and a passion for delivering excellent customer service.

Key skills required:

• An experienced customer professional with significant experience in the travel industry.
• Experience of leading an operational team, with a proven track record in performance management.
• An effective communicator with an ability to simply explain complex information.
• A commercial mindset, and can balance customer service against other business requirements.
• A track record of high‑level engagement with a broad range of stakeholders both internally and externally.
• A real focus on customer satisfaction and delivering high levels of customer service.
• A focused, analytical mind, the ability to connect the dots and identify the big picture.
• Ability to drive continuous improvement through feedback and customer insight.
• Exceptional organisational skills and ability to work and influence across all levels within the organisation.
• Effective communicator, with outstanding quality of both written and oral presentations.
• Be adaptable, curious, and up for a challenge.
• Previous experience of using Salesforce would be beneficial.

What’s in it for you:

In addition to your competitive base salary, we offer an all‑inclusive benefits package which includes our company‑wide bonus scheme, private healthcare, 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 easy

Jet Plus membership, annual holiday vouchers, and a generous annual leave entitlement.

At easy

Jet holidays, we create unforgettable experiences for our customers, we strive to do the same for our people. As such we're committed to supporting our team with development opportunities and a welcoming atmosphere.

The role is full‑time and based at our easy

Jet holidays HQ near Luton Airport. We operate a hybrid working model of 3 days per week in the office.

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 easy

Jet holidays, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation and will make reasonable adjustments at interview through to employment for our candidates. We 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.

About easy

Jet holidays:

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