Description:
Joining the TUI Operations Team, you’ll be the friendly face who our customers can depend upon when faced with uncertainty on the day of travel at UK airports – be that during periods of disruption or when navigating the varying complex travel protocols. You’ll be working closely with our internal teams within the UK airports and head office to support our customers and ensure they have a seamless UK airport experience.
At the first step of a customer holiday, you will be responsible for solving issues on the spot, face to face, for our customers on the day of travel, using the application of pre-determined customer policies. Working on a shift pattern basis which includes weekends, nights and bank holidays; you’ll be supporting the wider Customer Operations Team in the initial response to customer operational disruption whilst protecting the TUI brand. Shifts can be up to 12 hours and may change according to the flight program from winter to summer. You may also be required to support nearby airports or support customers through other areas of the business.
About The Job
- Working on a shift basis, responsible for supporting our customers face to face at UK airports with any on the day disruption which may include but isn’t limited to, queue management, frequently changing travel protocols, entry requirements, flight delays, irregular & standard disruption, events, issues, incidents, and crisis situations.
- Be passionate about improving the customers experience and embrace new trials & technologies.
- Responsible for resolving customer issues, escalating to the Customer Experience Airport Management team for support where required in order to review & offer a quick solution to the customer in all areas of the airport including land and airside.
- Working with internal airport teams to ensure our customers have a seamless journey.
- Accountable for maintaining accurate logs of all tour operating businesses’ daily events impacting our customers of which are used as reference material by other departments.
- Maintaining efficient and detailed handovers & proactively updating relevant stakeholders with trends etc.
- Working with the wider customer operations, care manager and the wider TUI airport teams to review daily feedback– helping to ensure we are offering solutions which are balanced with both the customer and business in mind.
- Supporting the Airport Team Leader/Manager in the delivery of pre agreed objectives & KPI’s.
- Shift pattern - 5 working days per week including 1 day per week in Humberside.
About You
- Customer centric with a passion travel & driving excellent customer service & the ability to remain calm in high pressure situations
- Enjoy offering great customer service and representing a worldly recognised brand.
- Experience of holding difficult conversations with customers face to face
- A high standard of written communication with good attention to detail
- Effective collaboration skills and the ability to work independently using own initiative with the confidence to escalate incidents where appropriate
- Be confident with the use of technology, accessing and using our systems to best support your development and our customers.
- Fluent in English, both spoken and written.
- Must be able to obtain a full and valid Airside ID to be able to operate as an airport rep; for this you’ll need to obtain a UK Disclosure Barring Service. This will require 5 years' work or education history which can be verified by references.
- Must be 18 years of age before your start date. This will be checked as part of the recruitment process.
- Ability to travel to and from the airport on a 24-hour basis, by car or public transport.