Service Excellence Specialists - Easyjet

Service Excellence Specialists - Easyjet

Start Date: October 2026

Location: Glasgow - This is an office based role only. There is no option to work from home for this role.

Post Code: FK1 1

Work From Home: Yes

End Date: January 2, 2027

Hours: Full time - 40 hrs per week - 09:00-18:00 - Mon - Fri (Possibility of weekend working and later hours at a later date)

Training Duration: 2 Weeks training and 2 weeks graduation bay

Job Role: Service Excellence Specialists

Company - EasyJet

We're Europe's leading airline with a network of over 1,000 routes across 35 countries. We lead the industry in data, digital, web, engineering, and operational innovations to make travel easier and provide great value for our customers. Sometimes, travel doesn't go as planned or circumstances outside our control disrupt the customer journey, and this is when we need outstanding customer service to respond effectively.

The Role

You will be an essential customer touch point for vulnerable and sensitive cases, including brand-sensitive situations. This role requires the highest level of customer care, delivering empathy, understanding, professionalism, and clarity both over the phone and via email. As EasyJet Ambassadors, you'll demonstrate the Orange Spirit in all that you do.

Essential Competencies

• Empathy and Understanding: Showing genuine care and empathy to earn customer trust.


• Clarity and Professionalism: Communicating clearly and accurately, avoiding jargon, and explaining options straightforwardly.


• Consistency and Reliability: Maintaining a supportive and reassuring response across interactions.


• Listening Skills: Actively listening to gather detailed information and address concerns effectively.


• Organisational Skills: Excellent attention to detail, timekeeping, planning, and scheduling abilities.


• Follow-Up and Resolution: Providing timely follow-up for sensitive or brand-related cases to build trust.

What We Need From You

• Quick learner with proficiency in systems and multitasking abilities.


• Strong verbal and written communication skills.


• Ability to handle diverse people and situations positively and resiliently.


• Ownership mentality: Own each case, build trust, and demonstrate integrity.

What You Get From Us

• Perks at Work - Savings Discounts / Free Online Classes


• Help@Hand - Savings Discounts / Podcasts / Wellbeing Resources / Webinars / Access to GPs, Mental Health Support, Financial and Legal Advice


• Critical Illness Cover - up to £10,000


• Cycle to Work Scheme


• Eyecare Support Voucher


• Holiday Purchase Scheme


• Length of Service Awards


• Workplace Pension


• Monthly Inspire Awards for top performers


• Refer-A-Friend bonus up to £1,200


• Monthly Wellbeing Webinars


• Dedicated Employee Experience Progress - supporting your journey

Disclaimer

Please be vigilant against job scams. Teleperformance will never contact you about anything other than your application through our official channels: UK phone number, text, or Teleperformance or talent.icims email address. If you receive suspicious communications claiming to be from Teleperformance, disregard and report them. Your security is our priority.

Note: Only candidates meeting specific proficiency scores will proceed. If you pass the assessment but do not meet the requirements, we will try to find other roles; if not possible, we reserve the right to reject your application.

#s1-Gen

journey gets disrupted and that is when we need to rely on outstanding customer service to respond to those situations. THE ROLE 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 EasyJet Ambassadors, you will demonstrate the Orange Spirit in all that you do. ESSENTIAL COMPETENCIES 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 abilitiesFollow-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 WHAT WE NEED FROM YOU: 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 easeStrong
verbal and written skillsAbility to interact with a variety of people and situationsTake ownership of situations with positivity, resilience with the dedication to providing Service ExcellenceOwnership! - We want you to own each case that comes to you, building trust and demonstrating the highest level of integrity with our customers What you get from us Perks at Work - Savings Discounts / Free Online ClassesHelp@Hand - Savings Discounts / Podcast / Wellbeing Recourses / Webinars / Access to; GP's, Mental Health Support, Financial Advice, Legal AdviceCritical Illness - up to £10,000Cycle to Work SchemeEyecare support voucherHoliday Purchase SchemeLength of Service AwardsWorkplace PensionMonthly Inspire Awards - For the best of the bestRefer-A-Friend earns up to £1,200 for youMonthly Wellbeing WebinarsDedicated Employee Experience Progress - Here to support TP journey Disclaimer Please be vigilant against job scams. Teleperformance will never
contact you about anything other than your application through our official channels - UK phone number, text or Teleperformance or talent.icims email address. . If you receive any suspicious communications claiming to be from Teleperformance, please disregard them and report the incident to our team. Your security is our priority. Disclaimer Please note, only candidates who meet specific proficiency scores will be able to proceed on this campaign, this supersedes any other pass mark you may receive. Where you pass the assessment but not the above requirements we will endeavour to find other suitable roles for you however this may not be possible, in this instance we reserve the right to reject your application.

Are you ready to take your career to new heights? Become one of EasyJets incredible Service Excellence Specialists and help make everyones journey an unforgettable one! Start date: October 2026Location: 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 availableSalary: £12.71 p/hShifts: Full time - 40 hrs per week - 09.00-18.00 - Mon - Fri (There is a possibility that weekend working and later operating hours may be required at a later date)Training Duration: 2 Weeks training and 2 weeks graduation bay Job Role: Service Excellence Specialists COMPANY - EasyJet 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