Holidays Operations Centre Duty Manager

We are recruiting for a new Duty Manager to join our On Holiday Support Team in the Holidays Operations Centre (HOC) in Luton. The HOC is at the heart of our customer operations at easyJet holidays, and we are there to support our customers whilst they are on holiday with us. That support might be giving advice or guidance, resolving complaints or issues, or providing assistance for any emergencies or incidents while our customers are in resort.
As a Holidays Operations Centre Duty Manager, you'll supervise the HOC and be the point of escalation for customers and supplier partners. In this role you'll support the On Holiday Support team by leading on escalated customer issues, co-ordinating with Disruption Teams within the Integrated Control Centre regarding customer handling, communications and passenger welfare, ensuring compliance with Package Tour regulations and ABTA guidelines.

Duty Managers proactively service our customers, supporting them with last minute pre-departure queries, any questions or resolution issues in-destination, pro-active disruption management, and taking a leading role in the event of an incident or major crisis situation. You'll be responsible for making sure we are consistently delivering the highest standards of customer service during all hours of operation, supervising the management of costs where appropriate, collating information and data about our service, and you'll also own a portfolio of projects to drive consentaneous improvements in ways of working, and coaching/developing your colleagues in the Holidays Operations Centre.

This role is full time and based onsite at the Holidays Operations Centre in Luton. Our Duty Managers work 12 hour shifts, both days and nights, starting at either 06:30 or 18:30. The working pattern is 5 on-5 off, 4 on-5 off, 5 on-4 off. You could work a mixture of days or nights within a block of shifts.

This role will be ideal for you if you have experience of working in a fast paced and demanding customer facing environment. You'll need to be confident dealing with stressful situations, with strong stakeholder management skills and be an excellent communicator, passionate about delivering the highest standards of customer service.

Fluency in English is essential, and any other European languages would be a bonus. You'll also need to be able to work shifts.

At easyJet holidays, we're committed to supporting our team with development opportunities and a welcoming atmosphere. We create unforgettable experiences for our customers, we strive to do the same for our people. The possibilities are endless with us, where would you like to go?

The role is full-time and based onsite at our easyJet holidays HQ near Luton Airport.

About easyJet holidays:

Ready to make your next move? How about make your mark? Join a team with unstoppable drive and passion at easyJet holidays.

In 2019 we launched our easyJet holidays business, with a mission to provide brilliant holidays at unbeatable prices. We want to lead the industry by making sustainable travel affordable and accessible to everyone - and to do this we're building remarkable teams with modern ways of working.

By joining us you'll be part of the UK's fastest growing tour operator and a company named as one of the Best Workplaces in Travel. You'll be given autonomy to do your job, a platform to share your ideas, and you'll get to work with the very best people in the industry - all to create experiences that customers will remember forever.

Make a difference with your next role. Make it easyJet holidays.

In addition to you competitive base salary, we offer an all-inclusive benefits package which includes our company-wide bonus scheme 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 easyJet Plus membership, annual holiday vouchers, and a generous annual leave entitlement.