Social Media Customer Resolution Executive - easyJet Holidays 12 months FTC
Since 2019, we’ve made it our mission to provide brilliant holidays at unbeatable prices – and our independent, start-up business has taken off fast.
Our easyJet holidays team has already made big strides. We’ve grown the company profitably, doubled the team size, built sustainable partnerships, were voted a Sunday Times ‘Best Places to Work’ in 2023, and won the medium-sized category for Best Workplaces in Travel for 2023.
Now we want to transform the package holiday industry even more and expand across Europe.
Our plans are ambitious, so you’ll need to be passionate about what we do, love tackling challenges and have ideas so big they’re classed as oversized baggage when you travel. We call this our Orange Spirit and it’s what you need to make dream holidays a reality.
This is your chance to provide a high-class service to our customers from the moment they arrive at one of our incredible beach or city destinations. You’ll be working in a fast-paced environment where you'll be providing customer care and finding solutions through digital platforms. You'll be part of our Customer Resolution team, and we're available for our customers 365 days a year.
This role is a rolling 4 on, 4 off shift pattern (08:00-20:00), with up to three days a week in our Luton office (near to Luton Airport), and the requirement to support at short notice during crisis.
About The Role & What You’ll Be Doing
The Social Media Customer Resolution Executive role sits within the Customer Experience 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 Social Media 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 responding to customer contact received through the easyJet holidays social media channels and contacting customers who provide negative reviews for easyJet holidays.
The role will look to investigate if and how we can resolve these issues to rebuild their trust with us. You’ll help us to identify what’s working and what needs to change and use this insight to work with the wider team to improve our customer experience.
This is an essential role which will look to provide customers with assistance and if necessary, win back and build trust in what can be a very public forum. You will be representing easyJet holidays and therefore need to be comfortable following our style guidelines and judging the appropriate tone for digital conversations.
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, preferably on social media, and can be confident communicating with customers online, by email and by phone.
You’ll need to be someone who enjoys solving problems, investigating cases and seeking solutions.
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 is crucial.
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. We'll also contribute 5% towards your pension. You'll have access to a variety of share options (BAYE, SAYE, Performance Shares) 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. We're in the business of creating unforgettable experiences for our customers around the world, and the same applies for our people and their careers! Working at easyJet holidays can take you anywhere... where do you want to go?
This is a Hybrid role working 3 days in the office and 2 at home .
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.
#ejholidays
#ejholidays
Business Area
Customer - easyJet holidays
Primary Location
United Kingdom-London-London Luton Airport
Organisation
Customer - easyJet holidays
Schedule
Full-time
Unposting Date
14/01/2025, 5:59:00 PM
