Customer Experience Glasgow Airport Team Leader

Our TUI Airport Operations Team are an integral part of our business. They’re a friendly face, and someone who our customers can depend upon when faced with uncertainty on the day of travel at UK airports.

You will be responsible for supporting the Glasgow airport reps in 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 (includes weekends & bank holidays); you’ll be supporting the wider Customer Operations Team and airport operations teams in the initial response to customer operational disruption.

There may be a requirement to work at various UK airports due to the operational nature of the role. The UK airports allocated will consider your geographical location and pre-agreed petrol costs/expenses will be covered where you are not working at your pre-agreed base.

Now taking applications until Sunday 5th March.

ABOUT THE JOB

Responsible on a daily basis in supporting our Customer Experience Airport reps and customers face to face at UK airports with any on the day disruption
Responsible for helping the team to resolve issues face to face and act as an escalation point for the airport reps. You’ll also be joining daily operation calls with the wider Customer Operations Team to review & offer a quick solution to the customer
Responding to customer queries on the day of travel with pre-determined customer policies
Thinking outside of the box and arranging alternative solutions to customer complaints and issues,
Ensuring the airport reps are maintaining accurate logs of all daily events impacting the customers of all tour operating businesses 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 team and customer operations/care manager to review daily feedback– helping to ensure we are offering solutions which are balanced with both the customer and business in mind
Ensure the completion of daily and nightly administration tasks as directed by line managers as well as reports or Management Information (MI) as requested. This will include updating the information on the SAT brief, submitting daily feedback reports on key issues, finding alternative solutions for customers who have been denied boarding, updating TEAMS page with essential travel info etc.
Confident in driving new trial technologies.
Supporting the Customer Experience Airport Manager in delivery of pre agreed objectives & KPI’s

ABOUT YOU

Customer centric with a passion for driving improved customer service & the ability to remain calm in high pressure situations
Experience of holding difficult conversations with customers face to face
Ability to support a small team of people in resolving customer issues quickly and effectively
A high standard of written communication with good attention to detail
Ability to represent the company with customers and maintain the high standards of customer service expected
Ability to make informed decisions & review/resolve simple escalated situations
Effective collaboration and networking skills and the ability to work independently using own initiative with the confidence to escalate incidents where appropriate
Ability to cope with pressure multi-task and make informed decisions within tight deadlines
Confident in using technology and company systems.
Ability to work weekends and support team holiday cover
Confident in creating and maintaining new working relationships within a well-established environment

ABOUT OUR OFFER

Fantastic holiday benefits including discounts, special offers and the ability to purchase additional ‘TUI time off’
Health and Wellbeing support in five key areas – Financial, Health, Social, Community and Career
Discretionary Bonus Scheme
Excellent rates with foreign exchange
Pension scheme and life assurance.

We want to be the best-loved holiday company not only for our customers, but for our colleagues too. That’s why we offer a variety of benefits that go above and beyond a competitive salary, so we can help you to live your best life happily at TUI. Click here to find out more.

​​We love to see your uniqueness shine through and inspire the future of travel.​ If you would like to read more about what Diversity & Inclusion means to us simply visit Our DNA

If you require any further information regarding this opportunity, please email careers@tui.co.uk
We really value your interest in TUI and will be back in touch with you shortly after the application closing date.
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