Customer Safety Investigator

Customer Safety Investigator

The Customer Safety Investigator role sits within the Customer Safety & Wellbeing team at easyJet holidays. This team helps support the safe delivery of holidays by investigating customer incidents, responding to emerging risks and working with destination partners to improve customer safety and wellbeing.

In this role, you will investigate customer incidents that occur during holidays, including cases involving injury, illness, loss or distress. You'll review information, coordinate with partners and produce clear reports that support customer care, claims handling and continuous improvement.

You will be responsible for:

• Managing and supporting investigations into customer and partner incidents
• Gathering and reviewing evidence, including reports, statements, photographs and records
• Maintaining accurate and complete incident records
• Preparing clear investigation reports, case summaries and recommendations
• Working with hotels, destination teams, suppliers and other partners to obtain information and progress investigations
• Providing timely updates and information to internal teams, insurers and claims handlers
• Coordinating with specialist third parties to support investigations and agreed actions
• Identifying recurring themes, risks and areas of concern, escalating issues where appropriate
• Following up on hazards and agreed actions to help prevent future incidents
• Recording actions and outcomes to support organisational learning and continuous improvement
• Taking part in incident reviews, team discussions and knowledge-sharing activities

What you'll bring to the team:

• One to two years' experience managing or supporting customer incidents, complaints, claims or operational issues in a customer-focused environment
• Experience supporting incident, complaint or safety investigations
• Strong analytical and problem-solving skills, with the ability to review evidence and reach balanced conclusions
• Clear report-writing skills and attention to detail
• Confident verbal and written communication skills
• Ability to manage sensitive situations professionally and handle information with discretion
• An interest in developing knowledge of investigation methods, root cause analysis and incident management
• Understanding of health and safety requirements or travel industry safety standards would be an advantage

What’s in it for you:

In addition to your competitive base salary, we offer an all-inclusive benefits package which includes our company-wide bonus scheme, 7% pension contribution, and private medical insurance. 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.

You'll have access to heavily discounted flights for yourself and your loved ones, as well as free easyJet Plus membership, annual holiday vouchers, and a generous annual leave entitlement.

The role is full-time and based at our easyJet holidays HQ near Luton Airport. We operate a hybrid working model of 3 days per week in the office.

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, 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

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.

Job: Customer & Operations – easyJet holidays

Primary Location: United Kingdom-London-London Luton Airport

Schedule: Full-time

Unposting Date: 27/10/2026, 11:59:00 PM