We’re hiring: Senior Customer Safety Investigator – Incidents
When holidays don’t go to plan, the way we respond matters just as much as what happened.
We’re looking for someone who is confident owning complex customer incidents, developing a clear understanding of events, supporting fair and consistent outcomes and helping ensure customers feel listened to, supported and treated with care.
This role sits at the heart of customer care, operational delivery and risk, working closely with destination teams, hotel partners and internal stakeholders to navigate sensitive incidents and reach proportionate, well-reasoned conclusions.
You might currently work within a tour operator, travel assistance, insurance, hospitality or similarly customer-focused environment where managing complex incidents or claims forms part of your role.
In this role you will:
• Take ownership of complex customer harm cases occurring during our holidays
• Work with destination teams and hotel partners to understand events and agree proportionate actions
• Produce clear case summaries that support consistent customer and claims outcomes
• Use insight from incidents to help prevent recurrence and improve the customer experience
What you’ll bring to the team:
Were looking for somebody with experience investigating safety incidents and understands what good looks like when it comes to evidence, analysis, and conclusions. You’ve led investigations before and are comfortable working in operational or hospitality environments, including on-site visits when needed.
You will hold (or be working towards) recognised training in incident investigation, with strong practical experience or qualifications in food safety and hygiene, and health & safety, e.g. Food Safety Level 4, NEBOSH Introduction to Incident Investigation.
We’re particularly interested in people who are:
• Comfortable working with nuance and incomplete information
• Strong communicators who can build trust with customers, partners and internal stakeholders
• Curious, balanced and confident making sound decisions in sensitive situations
• Able to manage multiple cases effectively while maintaining empathy and professionalism
• Willing to occasionally travel overseas to gather first-hand context and build relationships with destination teams and partners
• Motivated by improving customer experience, not just process
What’s in it for you:
In addition to you competitive base salary, we offer an all-inclusive benefits package which includes our company-wide bonus scheme and a 5 pension contribution. We offer a variety of share options and life assurance, and we have an impressive range of flexible benefits that you can tailor to your needs.
Youll have access to heavily discounted flights for yourself and your loved ones, as well as free easyJet Plus membership and annual holiday vouchers.
At easyJet holidays, were committed to supporting our team with development opportunities and a welcoming atmosphere. We create unforgettable experiences for our customers, we strive to do the same for our people. The possibilities are endless with us, where would you like to go?
The role is full-time and based at our easyJet holidays HQ near Luton Airport. We operate a hybrid working model with three in-office days per week.
How to apply:
Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens, we sometimes bring the closing date forward - so please apply promptly to avoid disappointment.
At easyJet holidays, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation will make reasonable adjustments at interview through to employment for our candidates. We strongly encourage applications even if you feel you don’t meet every item in the criteria. We are open to discussions around flexibility and flexible working, and we operate a hybrid working structure.
About easyJet holidays:
Ready to make your next move? How about make your mark? Join a team with unstoppable drive and passion at easyJet holidays.
In 2019 we launched our easyJet holidays business, with a mission to provide brilliant holidays at unbeatable prices. We want to lead the industry by making sustainable travel affordable and accessible to everyone – and to do this we’re building remarkable teams with modern ways of working.
By joining us you’ll be part of the UK’s fastest growing tour operator and a company named as one of the Best Workplaces in Travel. You’ll be given autonomy to do your job, a platform to share your ideas, and you’ll get to work with the very best people in the industry – all to create experiences that customers will remember forever.
Make a difference with your next role. Make it easyJet holidays.
