Customer Management Duty Officer

Overview

In this role you help navigate disruption, guiding customers through delays and changes. You’ll work with the Integrated Control Centre and Customer Operations to ensure timely, accurate updates across channels. You’ll influence customer experience during critical moments, balancing service recovery with welfare and compliance. This is a hands-on, fast-paced role that values calm, clear communication and decisive action to deliver the right outcomes.

Pay / Benefits

• Competitive base salary + up to 20% bonus
• 7% employer pension contribution
• Private medical insurance
• 25 days holiday + bank holidays
• Annual credit towards an easyJet holiday
• Excellent staff travel benefits

Responsibilities

• Monitor real-time disruption and ensure contact centre teams have up-to-date information for accurate updates
• Support multi-channel customer communications and coordinate welfare, transport, accommodation, and re-routing when needed
• Record disruption events, support investigations, attend operational meetings, and provide performance and risk reporting
• Support customer escalations, crisis response, and decisions to minimise disruption while complying with welfare and compensation requirements

Key requirements

• Experience in a customer service or operational environment
• Ability to make decisions with incomplete information
• Clear communication and stakeholder relationship skills
• Self-starter with ability to learn new systems and adapt to changing priorities
• Experience managing disruption, service recovery or contact centre activity is valuable
• Sound judgement, flexibility and genuine commitment to helping customers

• Clear and calm communication under pressure
• Strong stakeholder management
• Resilience and adaptability
• Proactive problem-solving
• Ability to learn new systems quickly
• High comfort with real-time information and coordination across teams

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