Job Description

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Description

An Airline Customer Experience Specialist will be responsible for ensuring that customers have a positive and seamless experience throughout their journey with the airline. The primary focus will be to provide exceptional customer service, addressing customer needs and concerns, and enhancing overall satisfaction.



The position sits within the easyJet Ground Solutions Operations Team at Edinburgh Airport as an on-site role where you would be the on-shift point of escalation for all customer and partnership enquiries.



You would be the face of easyJet, located at our flagship base where no two days will ever be the same!



Your focus would be to strengthen easyJet's presence at the airport by delivering the best possible customer experience.



Note this role is for a 37.5 hour per week contract worked on a shift basis of 4 days on, 4 days off.



Please note that this role is a fixed-term (maternity cover) until 31 July 2026.



Driving license is mandatory.###

Key Responsibilities

Drive the vision of being the most loved European airlines by ensuring an industry leading customer experience is delivered at your airport. Drive the culture of making travel easy by identifying areas of improvements and any frictions within your airport customer journey. Engage with the Ground Operations partners to drive the standards and ensure compliance to procedure. Show complete ownership for any customer complaints during a shift and drive resolution using all tools at your disposal. Coordinate actions to improve customer experience and address concerns in times of disruption. Take ownership of airport CSAT performance and ensure all Customer impacting policy changes are successfully embedded on the ground. Monitor Airport level Customer verbatims, CSAT data and ad hoc Insight piece to identify pain points. Become the bridge between the Operational delivery teams and Customer Experience team, ensuring great synergy between all functions.
Key competencies:

Inspirational Leadership

: Communicating strategy effectively to ensure people are clear on what is important; behave in a consistent manner, regardless of the situation, always ensuring a high level of professionalism at all times; lead by example by delivering industry leading customer care.

Innovation & Change:

Identify opportunities within the operation for continuous improvement on the way things are done, seeking to always improve the easyJet experience with the ability to influence others to support the change by identifying the key stakeholders, explaining the rationale and the benefits of the change; leading and supporting change by explaining the need for change and understanding the impact on others.

Ownership & Delivery:

Providing high levels of motivation and support to team ensuring consistent delivery in line with expectations; Communicating clear objectives to colleagues that are aligned to the broader objectives of the business; Monitoring results, showing resilience to deal effectively with barriers and obstacles; Using sound judgement to make timely decisions, when faced with incomplete information; Looking beyond the surface to identify and resolve the root cause of problems, putting plans in place to ensure there is no recurrence.

Building Relationships:

Effectively communicating with others within business area, proactively sharing information with those who need to know; Establishing trust by listening to others and working effectively with others within their function; Considers and uses the different views and perspectives of other people to enhance their own thinking; Building strong working relationships with people within other teams to ensure own goals and those of others are delivered.

Other responsibilities would include:

Passenger and Special Assistance / Problem Resolution / Customer Service / Crisis Management/ Feedback Collection and data analysis / Training and Development / Quality Assurance.###

Skills, Knowledge & Expertise

Experience in customer service roles or other service-oriented industries provides valuable skills and knowledge in handling customer inquiries, resolving issues, and delivering exceptional service. Excellent communication skills, both verbal and written, essential to be able to communicate effectively with passengers, colleagues, and other stakeholders, conveying information clearly, professionally, and courteously. Strong problem-solving skills are critical to address passenger inquiries, complaints, and issues effectively. An ability to analyse situations, identify root causes, and develop appropriate solutions to meet passenger needs and expectations. Empathy and patience are key qualities when dealing with frustrated, anxious, or upset passengers due to travel disruptions or other issues. Must have an ability to listen actively, demonstrate understanding, and remain calm and composed in challenging situations. Crisis Management Skills to handle emergency situations, especially during flight delays, cancellations, or other disruptions. They should be able to manage passenger expectations, provide timely updates, and assist passengers in finding alternative solutions. Attention to detail is important to ensure accuracy in processing passenger requests, handling reservations, and providing information about flight schedules, baggage allowances, and other travel-related details. Computer Literacy in using computer systems, reservation software, and customer relationship management (CRM) tools to manage passenger information, update records, and communicate with passengers via email or online platforms.
Please note that successful candidates will be subject to a background check including a criminal record check, 5 year employment history and a drug & alcohol test.###

Our Values

At Aviation Services, we are guided by five fundamental values that shape how we work and how we serve:

Customer Centricity

We serve our clients and their passengers with dedication, precision, and proactive attention. We strive to deliver consistently high operational standards and a safe, reliable experience. Without our customers, our mission would have no meaning

Integrity and Transparency

We act with fairness, respect, and transparency towards colleagues, partners, and stakeholders. We communicate openly and directly, always operating in compliance with regulations, our Code of Ethics, and our commitment to social responsibility

Accountability and Reliability

We take full responsibility for our actions, our decisions, and our impact on the organization. We work with professionalism, competence, and a strong service mindset, leading by example and contributing to continuous improvement

Safety and Protection

The safety of people, operations, and infrastructure is our foremost duty. We rigorously follow procedures, never cut corners, and speak up whenever we identify risks or non-compliant behaviours. Safety is everyone's responsibility

Team Spirit

We believe in the strength of teamwork. We collaborate constructively, value each other's expertise, and build a working environment where respect, trust, and mutual support are the foundation of our shared success###

About Worldwide Flight Services

WFS is one of the world's leading ground handling organisations, providing high quality cargo, passenger, premium, ramp, baggage and technical services across a network spanning over 188 locations in more than 22 countries on five continents.



In our UK business, which employs more than 700 people across 19 sites all over the country, we have a clear vision: to empower our people, always look for improvements and lead our industry with great customer focus.