Senior Customer Safety Investigator

Senior Customer Safety Investigator

The Senior Customer Safety Investigator sits within the Customer Safety & Wellbeing team at easyJet holidays. This team supports the safe delivery of our holidays by investigating incidents, supporting customer wellbeing and helping to strengthen safety standards across our destinations and operations. Working closely with teams, partners and stakeholders, the team uses investigation findings to reduce risk and improve the customer experience.

In this role, you'll take ownership of complex and sensitive customer incident investigations involving injury, illness, loss or distress during a holiday. You'll establish what happened, identify the causes and provide recommendations that support customer care, claims handling and ongoing safety improvements.

You will be responsible for:

• Managing complex customer incident investigations from initial review through to conclusion
• Conducting destination-based investigations when required, gathering evidence and interviewing relevant parties
• Assessing information from multiple sources, identifying gaps and pursuing further lines of enquiry
• Identifying immediate, root and contributory causes, then recommending practical actions to reduce future risk
• Producing clear investigation reports and evidence packs that explain findings and recommendations
• Maintaining accurate investigation records and supporting documentation
• Working with hotel partners, destination teams, and internal stakeholders to progress investigations and agree actions
• Communicating investigation findings to a range of stakeholders, including insurers and claims handlers where appropriate
• Coordinating specialist investigators or technical experts involved in complex cases
• Handling legally sensitive information in line with agreed processes and guidance
• Providing guidance and feedback to colleagues on investigation planning, evidence handling and report quality
• Sharing learning from investigations through reviews, briefings and knowledge-sharing activities
• Monitoring corrective and preventative actions arising from investigations and escalating concerns where needed
• Identifying recurring trends and emerging risks, translating findings into recommendations for improvement
• Supporting improvements to investigation procedures, safety controls and reporting processes

What you'll bring to the team:

• Significant experience managing customer incidents, safety events, complaints or claims within travel, hospitality, insurance or another customer-focused environment
• Experience leading complex or sensitive investigations involving multiple stakeholders and differing accounts of events
• Strong evidence assessment and root cause analysis skills
• Experience producing clear investigation reports, conclusions and recommendations
• Knowledge of operational risk, health and safety, food safety or hygiene considerations relevant to customer incidents
• Confidence engaging with external partners and internal stakeholders to resolve complex cases
• Experience presenting investigation findings and recommendations to different audiences
• Strong analytical and problem-solving skills
• The ability to challenge information constructively and distinguish facts from assumptions
• Excellent written and verbal communication skills
• Strong organisational skills and the ability to manage multiple priorities
• A calm and objective approach when dealing with sensitive situations
• Experience coordinating third-party specialists or technical experts would be advantageous
• Relevant training or qualifications in incident investigation, root cause analysis, health and safety, food safety or risk management would be advantageous
• Fluent written and spoken English, additional language skills would be beneficial

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: 20/10/2026, 10:59:00 PM