Service Excellence Specialists - Easyjet

Service Excellence Specialists
- Easyjet

Are you ready to take your career to new heights? Become one of

Easy Jets incredible Service Excellence Specialists and help make everyones journey an unforgettable one!

2026

Glasgow-

This is an office based role only. There is no option to work from home for this role. There is also no part time hours available

Full time - 40 hrs per

w

e

ek -

- Mon
- Fri

(

There is a possibility that weekend working and later operating hours may be required at a later date)

2

Weeks training and 2 weeks graduation bay

Service Excellence Specialists

Easy Jet

We’re Europe’s leading airline – with a network of over 1000 routes across 35 countries.

We lead the industry in data, digital, web, engineering and operational innovations, to make travel easier and great value for our customer.

But sometimes travel doesn’t always go to plan or circumstances

outside our control means that at times, the customer journey gets disrupted and that is when we need to rely on outstanding customer service to respond to those situations.

You will be an essential customer touch point for our customers who are vulnerable, sensitive cases and those which are potentially brand sensitive. This role requires the highest level of customer care with every case handled delivering empathy, understanding, professionalism and clarity both on the telephoine and by email. As

Easy Jet Ambassadors, you will demonstrate the

Orange Spirit in all that you do.

Empathy and Understanding
:
Showing genuine care and empathy is essential. Customers who feel understood are more likely to trust and respond positively to guidance or resolutions

Clarity and Professionalism
:
Communicating clearly and accurately, whether on the phone or by email, can make a significant difference. This includes explaining options or next steps in straightforward language, avoiding jargon, and being patient with customer questions.

Consistency and Reliability
:
Establishing a clear and supportive response that remains consistent across all interactions can reassure customers, especially in sensitive cases where they need to feel valued and secure.

Listening Skills
:
Often, these customers may need to share more details than usual to feel understood. Actively listening, without rushing, helps in accurately addressing their concerns and identifying suitable solutions.

Organisational skills:You will have excellent attention to detail, time keeping along with strong planning and scheduling abilities

Follow-Up and Resolution
:
For sensitive or brand-related cases, timely follow-up shows commitment and reinforces trust, especially if additional steps are needed to resolve an issue fully

Quick learner – we have a number of systems which you will be required to become proficient in

PC and multi tasking skills with the ability to navigate multiple systems with ease

Ability to interact with a variety of people and situations

Take ownership of situations with positivity, resilience with the dedication to providing Service Excellence

Ownership! – We want you

to own each case that comes to you, building trust and demonstrating the highest level of integrity with our customers

• Perks at Work – Savings Discounts / Free Online Classes
• Help@Hand
  - Savings Discounts / Podcast / Wellbeing Recourses / Webinars / Access to; GP’s, Mental Health Support, Financial Advice, Legal Advice
• Critical Illness – up to £10,000
• Cycle to Work Scheme
• Holiday Purchase Scheme
• Length of Service Awards