At
Jet2holidays, we’re passionate about sending our customers on unforgettable holidays — and delivering outstanding service every step of the way. We’re now looking for an inspiring leader to join our Customer Contact team as
General Manager – Contact Centre Operations, helping us shape the future of customer experience across our homeworking operation. In this role, you will work in partnership with our other General Managers for this business area and will report into and support the
Head of Customer Services & Contact Centre to deliver the operational strategy and drive performance results across our homeworking Contact Centre operation.
What will you do in the role?
- Lead & Inspire: Motivate a multi‑skilled Sales & Service team across voice, messaging, web chat, and WhatsApp.
- Develop : Coach and empower operational managers, team leaders, support teams, and travel advisors.
- Champion Service: Foster a culture of problem‑solving and “first time right” delivery.
- Drive Transformation: Lead operational and digital change to enhance journeys and reduce customer effort.
- Collaborate: Partner with Operations, Product, Marketing, and IT to align priorities and resolve issues.
- Deliver Excellence: Oversee day‑to‑day operations, ensuring service levels, quality standards, and response times exceed expectations.
- Measure & Improve: Implement KPIs and SLAs focused on customer satisfaction, efficiency, and quality.
- Listen & Act: Analyse CSAT, NPS, and complaint data to identify gaps and drive improvements.
What skills and experience will I need?
Role
The successful candidate will already be demonstrating Role Model behaviours and will be an ambassador for the
Jet2 brand and ethos. You will have:
- Significant Contact Centre/Customer Service Senior management experience in a fast paced, service orientated environment.
- Previous experience of leading change management and delivering demonstrable value within a contact centre, and ideally homeworking, environment is required.
- An engaging and inspiring leadership style with experience of managing colleagues at multiple levels within a customer focused environment.
- Practical understanding of Contact Centre systems, reporting and MI.
- The ability to effectively manage demanding internal and external stakeholders and demonstrate the commercial acumen required to succeed in this environment.
- A good understanding of legislation relating to aviation and tour operations would be beneficial
This position is
home based, and as such, you will have to meet our Home Working requirements for your workspace and broadband speed and be based in the UK.
Travel to our UK commercial head office in Leeds city centre on a monthly basis is an expectation of the role.
What Can We Offer You?
We offer our valued colleagues a range of benefits including: -
- Excellent salary, with annual pay review
- Contributory pension scheme
- Discretionary general management bonus scheme
- 3 x salary life assurance
- Colleague discounts on Jet2holidays and Jet2.com holidays and flights
- Many retail discounts on – travel and leisure, health, and wellbeing, eating out, shopping and lifestyle.
Help us to send our all-important customers on holiday with
Jet2.com and
Jet2holidays!
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