Service Excellence Specialists - EasyJet

Are you ready to take your career to new heights? Become one of EasyJet's incredible Service Excellence Specialists and help make everyone's journey an unforgettable one!

• Start date: 13/01/2025
• Location: Glasgow - This is an office-based role only. There is no option to work from home for this role. There are also no part-time hours available.
• Salary: £12.20ph
• Shifts: Full time - 40hrs per week - 09.00-18.00 - Mon - Fri (There is a possibility that weekend working and later operating hours may be required at a later date)
• Training Duration: 4 Weeks - As part of your 4-week training program, you will have the exciting opportunity to visit EasyJet's Luton office for a day! This will allow you to gain first-hand experience and insight into our operations, culture, and team environment. All travel will be arranged for you to ensure a smooth and valuable learning experience.

Job Role: Service Excellence Specialists

COMPANY - EasyJet

We’re Europe’s leading airline – with a network of over 1000 routes across 35 countries. We lead the industry in data, digital, web, engineering and operational innovations, to make travel easier and great value for our customers.

But sometimes travel doesn’t always go to plan or circumstances outside our control mean that at times, the customer journey gets disrupted, and that is when we need to rely on outstanding customer service to respond to those situations.

THE ROLE

You will be an essential customer touchpoint for our customers who are vulnerable, sensitive cases, and those which are potentially brand sensitive. This role requires the highest level of customer care with every case handled delivering empathy, understanding, professionalism, and clarity both on the telephone and by email. As EasyJet Ambassadors, you will demonstrate the Orange Spirit in all that you do.

ESSENTIAL COMPETENCIES

• Empathy and Understanding: Showing genuine care and empathy is essential. Customers who feel understood are more likely to trust and respond positively to guidance or resolutions.
• Clarity and Professionalism: Communicating clearly and accurately, whether on the phone or by email, can make a significant difference. This includes explaining options or next steps in straightforward language, avoiding jargon, and being patient with customer questions.
• Consistency and Reliability: Establishing a clear and supportive response that remains consistent across all interactions can reassure customers, especially in sensitive cases where they need to feel valued and secure.
• Listening Skills: Often, these customers may need to share more details than usual to feel understood. Actively listening, without rushing, helps in accurately addressing their concerns and identifying suitable solutions.
• Organisational Skills: You will have excellent attention to detail, timekeeping along with strong planning and scheduling abilities.
• Follow-Up and Resolution: For sensitive or brand-related cases, timely follow-up shows commitment and reinforces trust, especially if additional steps are needed to resolve an issue fully.

WHAT WE NEED FROM YOU:

• Quick learner – we have a number of systems which you will be required to become proficient in.
• PC and multitasking skills with the ability to navigate multiple systems with ease.
• Strong verbal and written skills.
• Ability to interact with a variety of people and situations.
• Take ownership of situations with positivity, resilience, with the dedication to providing Service Excellence.
• Ownership! – We want you to own each case that comes to you, building trust and demonstrating the highest level of integrity with our customers.

Benefits of being a Customer Service Representative

• Online recruitment process, with potential job offer within 24 hours and fully paid training.
• 28 days’ holiday (including bank holidays), increasing to 30 days following your 1-year service anniversary.
• Lifestyle Benefits programme – featuring thousands of discounts, special offers, and exclusive employee deals from many retailer partners and also free wellness, kids, and learning classes through our own Community Online Academy.
• Refer & Earn Scheme – earn up to £900 for referring a friend to work for TP! And £300 for your friend too!
• Employee welfare support with free access to our Mental Health Employee Assistance programme, available 24 hours/365 days a year and our Interactive Health and Wellbeing Hub.
• Life Assurance Cover & Pension Scheme.
• Length of Service and monthly recognition awards.
• Opportunities for career development and progression.