“We’re waiting for your call”
Have you ever wondered what goes on at the other end of the line when you contact
the customer services team? We met four team members to find out…
From left: Graeme
MacLeod, Lidia Long,
Dean Weaver (seated)
and Lenny McCullie
INTERVIEW
MATT TERRY
PHOTO
TIM E WHITE
W E L C O M E T O
easyJet
News from across
the network
1 4 5
How many people work for the call
centres and what do they do?
Graeme MacLeod, Head of Customer
Services
“We have a team of around
500 in Mumbai and Krakow. They
answer about 11,000 calls/emails a day.”
Dean Weaver, Centre Manager in
Mumbai
“In Mumbai we handle English
calls and emails. This gets quite busy but
we aim to answer calls in 60 seconds.”
Lenny McCullie, Centre Manager in
Krakow
“We support French, German,
Italian and Spanish calls, and also have
a team of highly skilled multilingual
agents for special assistance requests.”
What is a typical day?
GM
“I’ve been with easyJet for nearly
10 years and no day is the same. I love
the variety that this brings.”
DW
“Being based in India, thanks to
the time difference to the UK, our day
typically starts in the afternoon. I look at
the previous day’s performance and then
support the team.”
Lidia Long, Head of Contact Centre
Operations
“We have a number of daily
catch-ups and reviews to make sure that
things are going smoothly. We are all
very “hands on”, supporting the teams.”
What’s the atmosphere like?
GM
“It’s very friendly and busy. When we
talk to a customer, we want them to feel
the smile down the phone and know that
we are there to help.”
DW
“Really energised and upbeat, the
team have a real can-do approach.”
LM
“Our team are from vastly different
backgrounds and cultures, which makes
for a real buzz.”
How is customer service improving?
LM
“The customer is at the heart of
everything we do. It was fantastic for this
to be recognised when we were recently
given the “Best Customer Service
Award” in Spain for 2013. Our team also
are part of the Spirit Awards Programme
where individuals are recognised for
great customer service.”
LL
“We have recently launched a new
customer service website. This has
answers to the majority of customers’
questions and makes it easy to find the
information.”
What’s the best thing about working
in the customer services team?
GM
“Working with a team that genuinely
wants to do a great job.”
LM
“Making a difference. If you can fix a
problem then being involved might save
hundreds of man hours being wasted.”
LL
“I’m working for one of the largest and
most successful airlines in Europe. I feel
part of a very special team.”
Our Customer Team is available 7 days a
week between 8am and 8pm. Go to
support.easyJet.com for more information
