Part Time Customer Operations Advisors: Leeds City Centre

Leeds, West Yorkshire, England
Closing date
21 May 2022

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Tour Operator
Part Time
Contract Type
At Jet2holidays we are all about delivering a VIP service to our customers and our Customer Operations Team are an integral part of our service delivery promise.

Our Customer Operations Advisors are here to provide help, reassurance and support to our Jet2holidays customers around the clock whilst they are in resort. Our team are available to our customers during their holiday, day or night, from arriving in destination to the point they leave to return home with the aim of helping with any query or issue our customers experience whilst on their Jet2holiday, no matter how large or small. The calls our Customer Operations Team support with can be challenging and serious in nature and our team are here to guide and support our customers at these times. By providing this service, we are able to make sure each customer has a positive experience and are fully supported throughout the duration of their holiday.

In this role, you will effectively implement Jet2holidays standards of customer care and policies by assisting and advising all customers who contact us through our Jet2holidays 24/7 Customer Helpline, offering help and guidance on each and every query. By supporting and working in partnership with our customer facing Overseas colleagues in-resort, you will resolve any issues relating to in-resort challenges, experiences or complaints and ensure we are offering appropriate resolutions so our customers can get on with enjoying their well-deserved holiday, wherever possible.

In addition, you will also be responsible for supporting with any associated administrative tasks along with accurate reporting and logging of all incidents and actions taken and ensure you effectively prioritise urgent calls and tasks within your workload.

This role is available on a part time (16 or 20 hours per week), permanent contract basis. Our start date is the 23rd May 2022 and training would take place from this date. Training is paid and would be full time hours (Monday - Friday 8:30am - 5:30pm) for 3 weeks before you move onto your part time working shift pattern. As we support our customers around the clock, the role will involve working a part time shifts with a a focus on weekend working.

What Can We Offer You?

We have been recognised as one of the Top 50 Best Places to Work in the UK on Glassdoor and offer our valued colleagues a range of benefits including:
  • Bonus Scheme
  • Contributory pension scheme
  • 34 days holiday entitlement per annum (this is the full time equivalent so will be pro rata dependent upon your contracted hours)
  • 3 x Salary Life Assurance
  • Share Save scheme
  • Buy and Sell of Annual Leave
  • Career progression opportunities
  • Access to Mental Health First Aiders
  • Employee Assistance Programme including professional counselling
  • Annual pay review
  • Colleague discounts on Jet2holidays and holidays and flights
  • Recommend a Friend scheme (£250 for successful referrals)
  • Many retail discounts on - travel and leisure, health, and wellbeing, eating out, shopping and lifestyle
To be successful in this role, you will have previous telephone-based customer service experience or travel industry experience and ideally will have up to date knowledge of relevant airline or tour operations and customer service policies. Proven experience of dealing with emergency situations and serious customer incidents would be beneficial as a high degree of empathy is required in this role. Effective decision-making, problem solving skills and communication skills are a must, along with a genuine passion for going above and beyond for our customers. Equally important is the ability to work effectively in partnership with colleagues and stakeholders across the business, often in pressurised circumstances.

This is a great opportunity to be part of an exciting forward-thinking business. We operate scheduled leisure flights to holiday destinations in the Mediterranean, the Canary Islands and to European Leisure Cities from our 10 UK bases.

Help us to send our all-important customers on holiday with and Jet2holidays!!

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