Airport Team Leader

Join Jet2holidays’ Management Team and help us deliver our award-winning service and unforgettable holiday experiences to our valued customers.

We have a fantastic opportunity to join Jet2holidays as an Airport Team Leader. In this role 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 teams' performance by regularly reviewing performance metrics using Management Information (MI) reports and our digital systems to identify areas for improvement and implement action plans.

We offer our valued colleagues a range of benefits including:

• Excellent salary with annual pay review
• Fully paid management training, company mobile phone & laptop
• Monthly 1-1 review meetings with your Line Manager
• 23 days holiday entitlement per annum (excluding Bank Holidays)
• Discounts on  & Jet2holidays flights & holidays
• Recommend a friend bonus scheme

Supporting your manager, you will work as one team with internal & external stakeholders to ensure your team deliver 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
• Take responsibility for managing any flight disruption, serious emergencies & customer escalations using our in‑house digital systems.
• Create & issue monthly rosters alongside our UK based planning team in line with our SLAs and budget.
• Be present for your team and manage their performance 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 CSATs 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 serious disruptions and emergencies. Resolving customer escalations is also a key part of the role.

Our Airport Team Leaders have a genuine passion for the airport experience and always empower their team to deliver outstanding customer service. In this position, you will effectively manage performance including coaching and development as well as perform a variety of HR tasks. You will also possess the ability to deliver under pressure, analyse MI and data, support your team, have a positive friendly attitude and be confident in IT processes and skills to use in‑house digital systems daily on a laptop.

You will ideally have experience in Airport/Holiday Operations or similar. Experience of managing a customer‑facing team and proven people management skills are essential. Conversational level in the local language is also advantageous.

Please note that this is a physically demanding role as you’ll be supporting a fast‑paced operation and will constantly be on the move.

You will already hold full right to work documents for Spain and be living in the destination or willing to relocate and source your own accommodation.

Due to the level of support required when managing emergency situations in this role you will already be a driver with access to your own motorised vehicle/car with appropriate insurance which you are able to use for work purposes. Business travel expenses will be reimbursed.

Apply today to join the UK’s number ONE Tour Operator! Once you have submitted your application, we will then invite you to complete the recruitment process which includes a short video interview, call with a member of our Talent Acquisition Team and interview with our Jet2holidays Overseas Operations Management team.

To meet some of our team and find out what life is like with Jet2holidays follow us on Facebook:
Jet2

Careers Overseas.

We look forward to your application & you starting your career with Jet2holidays!