Easyjet Airline Customer Experience Specialist

**Overview**

People. Passion. Pride. This is what has driven our teams since 1833.

Since that time, we have developed to become a critical partner in the global aviation industry, delivering time-critical logistics services at over 250 locations in 58 countries, across 6 continents.

But at the heart of our business is our people.

**Role Purpose**

**easyJet “Airline Customer Experience Specialist”**

Mission: deliver the best possible customer experience. Ensure that the customers receive the standard of service that they expect from easyJet and help easyJet to better understand areas of improvement and to refine processes to ensure that positive change is embedded for the long term.

**What you will be doing**
- Drive our vision of being the most loved European airlines by ensuring an industry leading customer experience is delivered at Nice airport.
- Drive our culture of making travel easy by identifying areas of improvements and any frictions within your airport customer journey.
- Proactively engage with our Ground Ops partners to drive 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.
- Propose and coordinate actions to improve customer experience and address concerns in times of disruption.
- Own your airport CSAT performance and ensure all Customer impacting policy changes are successfully embedded on the ground.
- Monitor Airport level Customer verbatims, CSAT data and ad hoc Insight piece to identify pain points.
- Become the bridge between our Operational delivery teams and Customer Experience team, ensuring great synergy between all functions.
- easyJet training is provided in Luton or another base.

Would you like to see more detail on the accountabilities of the role? Please see the attached job description for further information.

**Safety, Security and Compliance**:
You will have a responsibility and duty whilst at work to take reasonable care of the health, safety and wellbeing of yourself and others in accordance with provided information, training, and workplace health and safety rules or procedures. The company is committed to providing a safe working environment for all staff members. In all areas of our business there is a potential risk to the health, safety and welfare to everyone on our sites through the misuse of alcohol and drugs. As such the Company prohibits such misuse and carries out regular testing to enforce our Substance Misuse Policy.

Please see the attached job description for further details on safety, security & compliance.

**What we are looking for**
- Seeks opportunities to empower our partners to act in pursuit of the best interests of easyJet and our customers.
- Demonstrates an ability to inspire others to deliver outstanding service.
- Experience working in a lean environment - able to work within (and continuously develop) structured ways of problem solving and operational improvement.
- Ability to translate complicated inputs into a simple, coherent summary that is tailored to different audiences at all levels.
- Demonstrate ability to digest and retain knowledge across a wide array of topics and efficiently share it with other stakeholders.
- Ability to take control of difficult situations and manage them until completion and customer resolution.
- Ability to obtain an airside ID pass.
- Participate in weekly/monthly easyJet conference calls.
- Minimum 12 months experience in the FOH Department.
- Excellent organizational and communication skills.
- Ability to anticipate and plan.
- Flexibility and autonomy.
- Rigor in the execution of assigned tasks.
- Transparent daily reporting to the airline manager.
- Good English level required.
- Individuals to wear easyJet uniform at all times while on shift.

**Diversity**

Please be aware that as part of our recruitment process, we may look to use a variety of resourcing tools to help us understand your skills and experience in relation to the role. Please feel free to contact to recruiter below, if there are any reasonable adjustments to our process that you would like us to consider.

**Application Instructions