Jet2.com Customer Operations Controller

The Operations Control Centre (OCC) within Jet2.com 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!

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!

Join us! As we’re looking to hire a Customer Operations Controller to join our Customer Operations Team.

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)

As our Customer Operations Controller, you’ll have access to a wide range of benefits including;

• Colleague discounts on Jet2holidays and Jet2.com flights
• Generous Discretionary Profit Share Scheme
• Contributory pension scheme

At Jet2.com and Jet2holidays we’re working together to deliver an amazing journey, literally! We really drive forward a customer first ethos, creating unforgettable package holidays and flights. We could not do it without our wonderful people.

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 Jet2.com 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 Jet2.com and Jet2holidays, your potential has no limits. Apply today and let your career take flight!

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