Jet2.com Customer Operations Controller
SKILLS
FULL DESCRIPTION
[Employer hidden — view at passion-project.co.uk] Customer Operations Controller
[Employer hidden — sign up to reveal] is hiring a Customer Operations Controller to join their Operations Control Centre in Leeds. This role involves leading a team of Customer Operations Coordinators, managing airline disruption, and ensuring passenger welfare in compliance with EU261 regulations. The role requires strong leadership, decision-making, and communication skills in a high-pressure 24/7 environment. Benefits include colleague discounts, profit share, and pension.
Vacancy Information
Team: Operational Control
Salary: Not specified
Contract Type: Permanent
Hours Per Week: 40 Hours
Role Overview
The Operations Control Centre (OCC) within [Employer hidden — sign up to reveal] 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. This is the area of the business where the decisions made have a direct impact on our Customers, Aircraft and Colleagues. With this comes a lot of responsibility but also a lot of pride. If you want a role where no 2 days will be the same and to be involved in an area that has arguably the biggest impact on our day to day flying programme, then our Operations Control Centre is the place you want to be!
Reporting & Responsibilities
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. 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.
This role will work across a 4 on 4 off shift pattern (2 days, 2 nights, 4 off - 12 hour).
Benefits
- Colleague discounts on [Employer hidden — sign up to reveal] flights and [Employer hidden — sign up to reveal].
- 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 with the ability to delegate tasks responsibly.
- The successful candidate will have proven experience within an Airline or a Tour Operator and will be able to demonstrate strong effective leadership skills and a clear understanding of the [Employer hidden — sign up to reveal] Operation.
- Have 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 as well as being process and detail orientated are also required in the role.
Join us as we redefine travel experiences and create memories for millions of passengers. At [Employer hidden — sign up to reveal] and [Employer hidden — sign up to reveal], your potential has no limits. Apply today and let your career take flight!