Training & Quality Lead (Customer Service) - Luton Airport, United Kingdom - easyJet

easyJet
easyJet
Verified Company
Luton Airport, United Kingdom

1 day ago

Tom O´Connor

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Tom O´Connor

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Description

We have created a brand new role at easyJet holidays to improve Training and Quality in our Customer Service team and will be crucial in shaping the training and quality aspects of our customer service operations, which includes our internal Customer Service team and our Contact Centre partners.


As our Customer Service Training & Quality Lead you will be responsible for the design and delivery of comprehensive training initiatives and ensuring the high quality of our service through the development and management of quality assurance programs to guarantee that our customer service teams consistently deliver service of the highest standards.

The Training aspect of your role will be to develop and deliver training programs tailored to meet the specific needs of the customer service teams


This will include:

> Assessing training requirements and conducting training needs analysis to identify gaps and drive continuous improvement

> Using data analytics/customer service metrics/quality scores to design and implement blended comprehensive training modules and content with a mix of classroom based training and e-learning

> Owning our Knowledge Base and content, evaluating the effectiveness of training programs and adapting appropriately

The Quality Assurance aspect of your role will require you to establish and implement the overall QA framework specific to the customer service function


This will involve:

> Designing and maintaining quality metrics, performance standards, and KPIs to measure and enhance service quality

> Conducting regular evaluations, audits, and call monitoring to identify improvement areas and ensure compliance with service standards

> Ensuring a consistent standard is applied across all teams


What you'll bring to the team:

First and foremost you'll have significant experience in a Customer Service or Contact Centre environment where you have designed and delivered Training to enhance the customer experience, or you might have worked in a L&D or Quality Assurance team.

You'll be an excellent relationship builder who is analytical, process driven and able to engage an audience. You'll be a strong communicator, have a passion for service delivery, and be able to work with ambiguity.


What's in it for you:


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 and annual holiday vouchers.

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 at our easyJet holidays HQ near Luton Airport. We operate a hybrid working model with two in-office days per week, typically Tuesdays and Wednesdays.


How to apply:


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.


Requirements of the Role
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