Disruption Officer

Job Description - Disruption Officer (16755)

Job Description

Disruption Officer ( 16755 )

Description

The majority of these roles will be fixed-term contracts, with a small number of permanent roles also available.

This is a Fixed Term Contract - Please note that permanent opportunities may arise in the future

This is a Fixed Term Contract - Please note that permanent opportunities may arise in the future

We are easy

Jet – a FTSE-100 listed, £multi-billion low-cost airline that serves tens of millions of customers every single year. If you’re reading this, you have probably already been an easy

Jet customer, and you’ll know that there is no more iconic (or Orange!) travel brand in Europe.
We fly more than 1,207 routes, connecting 38 countries across Europe, and employ more than 18,000 colleagues. We’re on a mission to make low-cost travel easy – and whatever your role here, you’ll connect millions of people to what they love using Europe’s best airline network, great value fares, and friendly service.
What makes us easy

Jet? Our Promise Behaviours – we are Safe, Bold, Welcoming and Challenging. Four Behaviours. One Spirit. One easy

Jet.

• Have experience within an airport, ground handling, or operational environment
• Enjoy supporting customers and teams under pressure in fast-paced situations
• Can work flexibly across day and night shifts in a 24/7 operational setting

You’ll be part of the Disruption team within Network Control and the wider Integrated Control Centre, operating 24/7 to support customers through disruption.
The team liaises with ground handling, customer services, and other ICC functions to provide the best possible customer experience. Responsibilities include managing customer communication, crew hotel and transport requirements (days 1-3), ad-hoc requests, and reporting disruption events for efficient claims handling.
Network Control works closely with Flight Ops, Ground Ops, Cabin Services, Planning, Performance, Safety, Security, and Maintenance Operations to ensure safe, compliant, and high-quality service.

As a Disruption Officer, you’ll ensure customers are supported throughout disruption, keeping them informed and ensuring welfare is provided in line with business policies and regulations. You’ll manage crew hotel and transport requirements, answer customer queries,
* escalate* issues as needed, and report disruption events to support operational and legal teams.
This is a fast-paced role requiring excellent communication, problem-solving, and decision-making skills, alongside a proactive approach to operational challenges.

• Finding solutions for customers affected by disruption, in line with regulations and policies
• Answering customer queries from ground handling and making quick decisions on entitlements
• Reducing costs during disruption where possible, e.g., via re-routing, alternative transport, or reciprocal agreements
• Liaising with 3rd parties such as hotels and transport providers to deliver timely support
• Managing all ad-hoc transport and accommodation requests for crew
• Keeping customers informed via SMS, email, Flight Tracker, travel update pages, and web banners
• Notifying customers of planned disruption, schedule changes, or cancellations
• Sending personalised communications as required during events of disruption
• Ensuring travel status pages and web banners are updated during known disruption
• Keeping ground and cabin crew informed of communications provided to customers
• Recording and collecting real-time information to support post-incident investigations and claims handling
• Arranging crew hotel and transport in line with regulations, union agreements, and business rules
• Optimising costs associated with crew transport and accommodation where possible

• At least two years’ experience within an airport or ground handling operations environment
• Ability to work under extreme pressure and make decisions quickly
• Excellent communication and people skills
• Competent in PC use and Microsoft Office suite
• Experience with e-Res, AIMS, and SITA
• Flexible and able to work…