Customer Management Duty Officer
Luton | Full-time | 12-hour shift work
20% bonus • 7% pension • Staff travel benefits
You thrive when plans change, customers need support, and clear communication can make all the difference.
The opportunity
Join a team at the centre of easyJet’s operational response during disruption. As a Customer Management Duty Officer, you’ll work closely with the Integrated Control Centre and Customer Operations teams to help customers navigate delays, cancellations and unexpected events with confidence. Your work will directly influence customer experience across digital and contact channels during some of the most important moments in a customer journey.
Hiring manager quote
“We’re looking for someone who stays calm under pressure, communicates clearly and genuinely cares about delivering the right outcome for customers. Every day is different, and the people who succeed in this role combine sound judgement with a real passion for service recovery.”
The team & culture
You’ll join a dedicated operational team focused on customer experience during disruption. Working closely with colleagues across Customer Services, Airport Operations and the Integrated Control Centre, you’ll be part of a fast-paced environment where collaboration, resilience and proactive thinking are valued every day.
What you’ll be doing
You’ll monitor operational disruption in real time and help ensure contact centre teams have the information they need to provide accurate, consistent and timely customer updates. You’ll support customer communications across multiple channels and help coordinate welfare, transport, accommodation and re-routing solutions when required.
You’ll work with operational teams to record disruption events, support investigations, attend operational meetings and provide reporting that helps leaders understand performance and emerging risks.
You’ll also support customer escalations, crisis response activity and decisions that help minimise disruption impact while maintaining compliance with customer welfare and compensation requirements.
What we’re looking for
You bring experience from a customer service or operational environment and are comfortable making decisions when information is incomplete. You communicate clearly, build strong stakeholder relationships and remain composed in high-pressure situations.
You’re a self-starter who can quickly learn new systems and adapt to changing priorities. Experience managing disruption, service recovery or contact centre activity would be valuable, but most importantly you have sound judgement, flexibility and a genuine commitment to helping customers.
This is a full time role with a 12-hour shifts of 6am-6pm or 6pm-6am and requires you to be in the our Integrated Control Centre in Luton.
What you'll get
> 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
> Flexible benefits package including share schemes
Diversity isn't a checkbox — it's how we fly
We know that different perspectives make us stronger. We welcome applications from people of all backgrounds and experiences and are committed to creating an inclusive environment where everyone can contribute, develop and succeed.
Reasonable Adjustments
At easyJet, we are dedicated to fostering an inclusive workplace that reflects the diverse customers we serve across Europe. We welcome candidates from all backgrounds. If you require specific adjustments or support during the application or recruitment process, such as extra time for assessments or accessible interview locations, please contact us at ma.recruitment@easyjet.com. We are committed to providing reasonable adjustments throughout the recruitment process to ensure accessibility and accommodation.
Ready to help customers when it matters most? Join easyJet and make a real impact every day.
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