Lead Customer Resolution Executive

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Jet holidays. The easy

Jet holidays Customer & Operations Team help deliver brilliant holidays for our customers and ensure every holiday runs smoothly, from start to finish. We are recruiting for a permanent role.

You'll report directly to the Change and Resolution Manager and work alongside internal and offshore teams to elevate how we handle and resolve complaints. Your role will involve refining communication with customers, improving processes, and leading a team of Customer Resolution Executives to resolve queries, complaints, and claims quickly and effectively. You’ll use performance data and feedback to create engaging training programs, refine quality assurance processes, and ensure compliance with policies, procedures, and regulations while overseeing our third‑party contact centre.

• An experienced customer professional with significant experience in the travel industry.
• Experience leading an operational team with a proven track record in performance management.
• An effective communicator able to simply explain complex information.
• A commercial mindset, balancing customer service against business requirements.
• High‑level engagement with a broad range of stakeholders internally and externally.
• Strong focus on customer satisfaction and delivering high levels of customer service.
• Analytical mind, ability to connect the dots and identify the big picture.
• Drive continuous improvement through feedback and customer insight.
• Exceptional organisational skills and ability to influence across all levels.
• Outstanding quality of written and oral presentations.
• Adaptable, curious, and up for a challenge.
• Previous experience of using Salesforce would be beneficial.

In addition to a competitive base salary, we offer an all‑inclusive benefits package including our company‑wide bonus scheme, private healthcare, and a 5% pension contribution. We provide share options, life assurance, and a range of flexible benefits that you can tailor to your needs. You'll have access to heavily discounted flights, free easy

Jet Plus membership, annual holiday vouchers, and a generous annual leave entitlement.

The role is full‑time and based at our easy

Jet holidays HQ near Luton Airport. We operate a hybrid working model of 3 days per week in the office.

Please click the apply button to complete your application. Occasionally we receive a large volume of applications, and when that happens we may bring the closing date forward, so please apply promptly to avoid disappointment.

At easy

Jet holidays, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation and will make reasonable adjustments at interview through to employment for our candidates. We strongly encourage applications even if you feel you don’t meet every item in the criteria. We are open to discussions around flexibility and flexible working, and we operate a hybrid working structure.

Ready to make your next move? Join a team with unstoppable drive and passion at easy

Jet holidays. In 2019 we launched our easy

Jet 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.