The Customer Resolution Executive role sits within the Customer Service team and we are right at the heart of the easyJet holidays business.
We look after our customers from when they start to think about booking a holiday with us, right through to when they return home from their holiday, designing communications, policies, processes and new initiatives to ensure they have an outstanding experience so they’ll book with us again and tell their friends and family.
You will report into our Customer Resolution Team Leader, in addition to working closely with the other teams at easyJet holidays as well as our travel partners, including our destination management teams and hoteliers.
You’ll be responsible for resolving customer issues, by phone and email, so being a confident communicator is crucial. You will be representing easyJet holidays and therefore, need to be comfortable following our style guidelines and judging the appropriate tone when communicating with our customers.
The role will look to investigate if and how we can resolve a customer’s issue and calculate compensation payments to rebuild their confidence with us. You’ll interrogate our systems to help us identify what’s working and what needs to change, and use this insight to work with the wider team to improve our customer service.
What you’ll bring to the team:
We’re looking for someone who loves making customers happy! You’ll need to have experience in a customer service environment, and are confident communicating with customers by email and by phone.
You’ll need to be someone who enjoys solving problems, investigating customer issues and seeking solutions to make things better.
Due to the nature of this role, you’ll need to be a natural and proactive self-starter with a collaborative approach that avoids silos.
Experience working with ATCOM and/or Salesforce would be beneficial, as would the ability to speak French or German, but these are not essential.
This is a full-time role (40 hours per week, Monday to Friday, 09:00-17:30) with three days a week in our brand new Luton office (near to Luton Airport), and 2 days from home, with the requirement to support at short notice during crisis. During peak periods, there may be a requirement to move to a rostered shift pattern (08:00-20:00, 7 days a week).
What’s in it for you:
In addition to your competitive base salary, you’ll qualify for our company wide bonus scheme which could see you earning up to an additional 20 on top of your base each year. Well also contribute 5 towards your pension. Youll have access to a variety of share options and life assurance is 4 x your annual salary.
Aside from the financials, we offer an extensive suite of flexible benefits that you can opt in or out of, such as Medical Cover, Dental Cover, Green Car, and Cycle to Work Schemes.
On top of all of that, you’ll get excellent staff travel benefits which includes heavily discounted flights for you and your friends and family, free easyJet Plus membership, and annual vouchers for you to spend on an easyJet holiday!
Working for one of Europe’s very best brands, you’ll be supported by a friendly team and be given great development opportunities. Were in the business of creating unforgettable experiences for our customers around the world, and the same applies for our people and their careers!
Our application process:
If you have previously applied for a similar role at easyJet holidays, this application may look and feel a little bit different. Here’s what you can expect;
Stage 1: Submit your CV and initial application.
Stage 2: You’ll be invited to complete our task based assessment to uncover your natural strengths, along with a video submission to bring your application to life. (In return we’ll provide you with valuable feedback and insights to support your job search, regardless of whether your application progresses to the next stage).
Stage 3: Successful candidates will progress to a formal interview with our Customer Resolution Management team.
The deadline for applications is 23:59 on Tuesday 29 April 2025.
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 easyJet holidays, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and 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.
