Jet2.com Customer Operations Controller

Reporting to the Customer Operations Supervisor, the Customer Operations Controller will provide support, coaching and guidance to our Customer Operations Coordinators as well as assimilating large amounts of information and delivering key messages to all areas of the business. You will ensure that Airline disruption is handled concisely in accordance with all Company and statutory requirements, playing a vital role in the achievement of company targets.

What will you do in the role?

You will oversee the distribution of work on each shift, as well providing on the job coaching and support for the team of Customer Operations Coordinators within their role. This role is not customer facing but plays an integral part of the operations control centre in managing airline disruption and passenger welfare. You will also;

• Effectively implement the company welfare policy in accordance with EU261 regulations whilst ensuring a high level of attention to detail is paramount.
  
  
  

What are the key skills / experience you'll already have?

You will have the confidence to lead teams in a high-pressure environment with strong organisation and prioritising skills to manage volumes of workload with the ability to delegate tasks responsibly. By supporting our red teams & handling agents you will resolve any issues relating to passenger queries, airport infrastructure or aircraft status Working as One Team.

The successful candidate will have proven experience within an Airline or a Tour Operator and will be able to;

• Demonstrate strong effective leadership skills and a clear understanding of the Jet2.com Operation.
• You will possess an up-to-date knowledge of relevant airline operations and EU261 legislation.
• Have effective decision-making skills and excellent communication skills are a must, along with the ability to think creatively.
• Proven prioritisation and problem-solving skills as well as being process and detail orientated are also required in the role.
  
  
  

This role will work on a rota basis of 12-hour shifts, in order to maintain 24 hour coverage, there will be a mixture of days and nights and patterns can be adjusted in line with business requirements. All rosters will be released up to 3 months in advance and confirmed a month in advance.

What can we offer you?

We offer our valued colleagues a range of benefits including:

• Competitive salary, with annual pay review
• Contributory pension scheme
• 29 days holiday entitlement per annum (including Bank Holidays)
• 3 x salary life assurance
• Generous Discretionary Profit Share Scheme
• Colleague discounts on Jet2holidays and Jet2.com
• Cycle to Work Scheme
• Access to Mental Health First Aiders
• Many retail discounts on – travel and leisure, health, and wellbeing, eating out, shopping and lifestyle
  
  
  

We offer an excellent remuneration package with fantastic opportunities for progression in a growing business.

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 12 UK bases.

Help us to send our all-important customers on holiday with Jet2.com and Jet2holidays!!