Customer Management Duty Officer
Role Overview
Support easyJet’s operational response during disruption, working with the Integrated Control Centre and Customer Operations.
Help customers navigate delays, cancellations and unexpected events through digital and contact channels.
Work with Customer Services, Airport Operations and the Integrated Control Centre in a fast-paced, collaborative operational team.
Key Skills for This Role
Full Job Posting
The opportunity
Support easyJet’s operational response during disruption, working with the Integrated Control Centre and Customer Operations.
Help customers navigate delays, cancellations and unexpected events through digital and contact channels.
Work with Customer Services, Airport Operations and the Integrated Control Centre in a fast-paced, collaborative operational team.
What you'll be doing
- Monitor disruption in real time and provide contact-centre teams with accurate, consistent and timely customer information.
- Support customer communications across multiple channels.
- Coordinate welfare, transport, accommodation and re-routing solutions when required.
- Record disruption events, support investigations, attend operational meetings and report performance and emerging risks.
- Support customer escalations and crisis response, and help minimise disruption while meeting welfare and compensation requirements.
What we're looking for
- Experience in a customer-service or operational environment.
- Confidence making decisions with incomplete information and remaining composed under pressure.
- Clear communication, stakeholder relationship-building, sound judgement and flexibility.
- Ability to learn systems quickly and adapt to changing priorities.
- Disruption management, service recovery or contact-centre experience is valuable but not essential.
- A genuine commitment to helping customers.
Schedule
- Full-time position with 12-hour shifts: 6am–6pm or 6pm–6am.
Workplace
- The role requires working at easyJet’s Integrated Control Centre in Luton.
Benefits
- Up to 20% bonus, 7% employer pension contribution and private medical insurance.
- 25 days of holiday plus bank holidays, annual credit toward an easyJet holiday and staff travel benefits.
- Flexible benefits package including share schemes.
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