Customer Resolution Manager

at  EasyJet

JOB ACCOUNTABILITIES

Lead, inspire, and coach an operational team of Customer and Social Resolution Executives to ensure that all customer queries, complaints, and claims are resolved in a timely manner, with the interests of the customer and business always at the front of your thinking.
Use performance data and feedback to develop engaging onboarding and upskilling training modules, and manage and enhance our quality assurance framework to ensure compliance to our policies and processes as well as any applicable regulations.
Work closely with our outsourced contact centre vendors to delivery a highly efficient operation in line with our key performance metrics and ABTA guidelines.
Explore ways to continusously improve our processes to increase efficiencies as well as customer satisfaction and retention; supporting with complex decision making and leading from the front in more challenging complaints and welfare concerns with quick thinking and pro-active investigations.
Drive a data-led approach to the way we provide support to our customers, understanding how we can improve our reporting to feed into the wider business and using our CSAT data to inform decision making.
Collaborate with our product teams to enhance both the customer and employee experience through improved customer self-serve and employee tooling.
Manage any costs where appropriate without compromising the customer experience.
Represent the voice of the customer across easyJet holidays, ensuring projects, programmes and BAU/policy decisions consider the customer impact. Balance the needs of customer with commercial, operational, people and cost impacts and collaborate to identify the optimum solution.
Being constantly up-to-date on emerging trends and industry best practices from top players in Customer Service.
Bring a fresh eye to our customer experience operating model, ensuring cover over a seven-day period.
Be part of an on-call roster to provide leadership, support, and decision-making during activations and tests of the Incident & Crisis Management framework.
Joining a young and fast-growing company like easyJet holidays is really exciting. We need to be dynamic and flexible, working as one team in it together to deliver the best for our customers. As such, the accountabilities listed are to give a flavour to the nature of what can be expected and is not a definitive list.

SKILLS REQUIRED

An experienced Customer professional with significant prior experience in customer service.
Experience of managing an operational team with a proven track record in performance management.
An effective communicator with an ability to simply explain complex information.
A commercial mindset, can balance customer experience against other business requirements.
A track record of high level engagement with a broad range of stakeholders both internally and externally.
A real focus on customer satisfaction and delivering high levels of customer experience.
A focused, analytical mind, the ability to connect the dots and identify the big picture.
Ability to drive continuous improvement through feedback.
Exceptional organisational skills and ability to work and influence across all levels within the organization.
Effective communicator, with outstanding quality of both written and oral presentations.
Be adaptable, curious, and up for a challenge!
Previous experience of using Salesforce.
Fluency in French and / or German would be an advantage.

Reporting into the Head of Customer Service, you will be responsible for the strategy and delivery of our social media and post-travel customer service. You’ll work closely with internal and external teams to continuously improve our processes, communications to customers, and ways of working, while being a key decision maker in day-to-day operational performance.