Overview
Reporting to: FOH Manager
About easyJet:
easyJet is Europe’s leading airline offering a unique and winning combination of the best route network connecting Europe's primary airports, with great value fares and friendly service.
easyJet flies on more of Europe’s most popular routes than any other airline and carried more than 96 million passengers in 2019 – more than 16 million travelling for business. The airline has over 300 aircraft on nearly 1000 routes to more than 150 airports across 35 countries. Over 300 million Europeans live within one hour's drive of an easyJet airport.
About the Team:
The Ground Operations team at Belfast International plays a crucial role in delivering a positive and seamless experience for easyJet customers. As the on-site point of escalation for customer and partner enquiries, the team is the face of easyJet at these important bases. This Team Lead position will be instrumental in guiding and supporting a team of Airline Customer Experience Specialists to ensure exceptional service delivery.
Job Purpose:
To lead and develop a team of Airline Customer Experience Specialists at Belfast International airport, ensuring the delivery of an industry-leading customer experience in line with easyJet's vision of being Europe's most loved airline and providing the warmest welcome on the ground. The Team Lead will empower their team to proactively address customer needs, identify areas for improvement, and foster strong relationships with ground operations partners.
Responsibilities
Job Accountabilities:
1. Lead and Inspire: Provide inspirational leadership and clear direction to a team of Airline Customer Experience Specialists, ensuring they are motivated and equipped to deliver outstanding customer care.
2. Drive Customer Experience Excellence: Champion easyJet's vision of being the most loved European airline by ensuring the team consistently delivers an industry-leading customer experience at the airport.
3. Foster a Culture of Continuous Improvement: Encourage the team to identify areas for improvement and address frictions within the airport customer journey, contributing to a culture of making travel easy.
4. Partner Collaboration: Proactively engage with Ground Ops partners alongside your team, ensuring adherence to easyJet's standards and procedures.
5. Customer Complaint Resolution: Support the team in taking complete ownership of customer complaints during their shifts, ensuring effective and timely resolution using all available tools.
6. Disruption Management: Coordinate team actions to improve customer experience and address concerns effectively during times of operational disruption.
7. Performance Monitoring: Monitor team performance alongside the Airport Management team to support performance against key customer satisfaction metrics (CSAT) and ensure understanding and embedding of customer-impacting policy changes.
8. Insight Generation: Support the team in monitoring airport-level customer feedback (verbatims, CSAT data, ad hoc insights) to identify key pain points and opportunities for improvement.
9. Bridge Between Operations and Customer Experience: Facilitate communication and collaboration between the team, Operational delivery teams, and the central Customer Experience team, ensuring strong synergy between all functions.
10. Team Development: Provide coaching, feedback, and development opportunities to team members to enhance their skills and performance.
11. Operational Oversight: Assist the Airport Operations and Contract Manager with day-to-day operational tasks and ensure the team adheres to relevant guidelines and procedures.
Qualifications
Competencies (for Team Lead):
1. Inspirational Leadership: Effectively communicates strategy, behaves professionally, and leads by example in delivering exceptional customer care.
2. Developing Talent: Coaches and supports team members to improve their skills and performance.
3. Ownership & Delivery: Motivates the team to consistently deliver against expectations, communicates clear objectives, monitors results, and demonstrates resilience in overcoming obstacles.
4. Building Relationships: Fosters strong working relationships within the team and with colleagues across different functions and partner organisations.
5. Communication: Communicates clearly and effectively with team members, stakeholders, and customers.
6. Problem Solving: Empowers the team to identify and resolve root causes of problems, ensuring effective solutions and preventing recurrence.
7. Innovation & Change: Encourages the team to identify opportunities for continuous improvement and supports the implementation of change.
Key Skills Required:
1. Proven experience in a customer-facing role within a service-oriented industry
2. Demonstrated ability to inspire and motivate others to deliver outstanding service.
3. Experience in coaching and providing feedback to team members.
4. Strong problem-solving and decision-making skills, with the ability to manage difficult situations effectively.
5. Excellent communication, interpersonal, and influencing skills.
6. Ability to translate complex information into clear and concise summaries for various audiences.
7. Experience working in a lean environment with structured problem-solving and operational improvement methodologies is desirable.
8. Ability to digest and retain knowledge across a wide array of topics and share it effectively.
9. Ability to take control of difficult situations and manage them to completion with customer resolution.
10. Ability to obtain an airside ID pass (5 years CRC and references).
Location & Hours of Work:
Full operating hours coverage is preferred to support any potential disruption events, with a focus on First/Last wave. Flexibility is expected during major disruption events. Team Leaders will be required to wear the easyJet uniform while on shift.
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