Operations Control Centre (OCC)
Jet2.com is one of the busiest areas to work within the company. It’s open 24 hours a day, 7 days a week, 365 days of the year.
We’re looking to hire a Customer Operations Controller to join our Customer Operations Team. Reporting to the Customer Operations Duty Manager, 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. This role has a direct impact on our Customers, Aircraft and Colleagues, and a lot of responsibility as well as pride.
The role will work across a 4 on 4 off shift pattern (2 days, 2 nights, 4 off – 12 hour).
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.
Benefits
* Colleague discounts on Jet2.com flights and Jet2holidays.
* Generous Discretionary Profit Share Scheme.
* Contributory pension scheme.
What You’ll Be Doing
* 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.
* 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.
* Effectively implement the company welfare policy in accordance with EU261 regulations whilst ensuring a high level of attention to detail is paramount.
What You’ll Have
* The confidence to lead teams in a high-pressure environment with strong organisation and prioritising skills to manage volumes of workload and the ability to delegate tasks responsibly.
* Proven experience within an Airline or a Tour Operator and a clear understanding of the Jet2.com Operation.
* Effective decision-making skills and excellent communication skills are a must, along with the ability to think creatively with proven prioritisation and problem-solving skills. Process and detail oriented are also required in the role.
At Jet2.com and Jet2holidays we’re working together to deliver an amazing journey, literally! We really drive forward a customer first ethos, creating unforgettable package holidays and flights. We could not do it without our wonderful people.
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