Service Excellence Specialists - EasyJet

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: March 2026
  • Location: 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 available
  • Salary: £12.21 p/h
  • Shifts: 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 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 abilities
  • Follow-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 ease
  • Strong verbal and written skills
  • Ability to interact with a variety of people and situations
  • Take ownership of situations with positivity, resilience with the dedication to providing Service Excellence
  • Ownership! – 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 Classes
  • Help@Hand - Savings Discounts / Podcast / Wellbeing Recourses / Webinars / Access to; GP’s, Mental Health Support, Financial Advice, Legal Advice
  • Critical Illness – up to £10,000
  • Cycle to Work Scheme
  • Eyecare support voucher
  • Holiday Purchase Scheme
  • Length of Service Awards
  • Workplace Pension
  • Monthly Inspire Awards – For the best of the best
  • Refer-A-Friend earns up to £1,200 for you
  • Monthly Wellbeing Webinars
  • Dedicated Employee Experience Progress – Here to support TP journey

Salary: GBP 25 - 30 per hour
Back to blog

Other Jobs To Apply

No other job posts for this day.

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...