.Job Description: Join our award-winning Management Team at Jet2holidays and create memories for our all-important customers during their well-deserved holiday!As one of our valued Airport Team Leaders, you will play a vital part in leading a team of Airport Customer Helpers - Representatives, who are responsible for delivering outstanding customer service and enhancing our customers' airport and transfer experience.You will work as one team with internal & external suppliers and take responsibility for your team's performance using Management Information (MI) and our in-house digital systems.What can we offer you?We offer our valued colleagues a range of benefits including:Excellent salaryFully paid management trainingCompany mobile phone & laptopJet2holidays Management uniformMonthly 1-1 review meetings with your Line ManagerCareer progression opportunities & development across Jet2.Com & Jet2holidays45 days holiday entitlement per annum (including Bank Holidays)Discounts on Jet2.Com & Jet2holidays flights & holidaysRecommend a friend bonus schemeWhat will you do in the role?Supporting your Manager, you will work as One Team with internal & external stakeholders to ensure your team delivers VIP industry-leading Customer Service to our all-important customers during their airport journey.You will be provided with comprehensive training to ensure you:Create Memories for our customers while managing a fast-paced and busy airport environment, working closely with the management team from our award-winning airline Jet2.Com.Take Responsibility for managing any flight disruption, serious emergencies & customer escalations using our in-house digital systems.Create & issue the monthly rosters alongside our UK-based planning team in line with our SLA's and budget.Be present for your team by hosting scheduled in-person & virtual team meetings, delivering training to new and existing members of your team & hold individual monthly 1-1 performance and welfare meetings with your team members.Collaborate with the Destination Manager, Agent & Transfer Provider, analysing MI & Customer Feedback daily to drive results and improve CSAT's and OTP performance as needed.Our Airport Team Leaders are well-organised and have a flexible approach to the operation.
Working hours will vary each month and will include early starts, late finishes, split shifts & working weekends.
As part of our management team, you will also be on call to support with disruption, serious emergencies, and resolving customer escalations is a key part of the role.What will you need?You will ideally have experience in Tour/Holiday Operations or similar.
Experience of managing a customer-facing team and a passion for delivering excellent customer service is essential.
Conversational level in the local language is also advantageous