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.
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.