Call Centre Agent

Job Description

We're looking for a friendly, solution-focused Call Centre Agent to join our customer service team in Edinburgh or Southampton. You'll be the voice of TUI, helping our customers with their queries and making sure every interaction leaves them smiling.

The role will be published until 26.03.26

ABOUT OUR OFFER
Personal benefits: Attractive remuneration, discretionary bonus schemes, generous travel benefits, extensive health & well-being support, and more.
Flexible working: Work is something you do, not somewhere you go. We encourage a healthy work-life balance with a dynamic working environment.
A career to shape: Access the TUI Learning Hub to level-up and reach your ambitions.
Broaden your network: We champion intercultural collaboration and provide opportunities to work on global projects and teams.
Community: Get involved with incredible local charity and sustainability initiatives like the TUI Care Foundation.

ABOUT THE JOB

• You'll handle inbound calls and respond to customer queries professionally and efficiently, making sure every customer feels heard and valued.
• We need you to provide accurate information on products, services, processes, and policies so our customers always get the right answers.
• You'll log all customer interactions accurately in our CRM or call centre system, keeping everything organised and up to date.
• Meeting and exceeding KPIs such as call handling time, quality scores, and first-contact resolution will be part of your day-to-day success.
• Following scripts and compliance guidance where required ensures we maintain our high standards across the board.
• Supporting colleagues by sharing knowledge and best practices helps create a collaborative and supportive team environment.
  
  

ABOUT YOU

• You've got clear communication and excellent listening skills that help you connect with customers.
• Proven experience in a customer service or call centre environment means you understand what great service looks like.
• Your ability to multitask and stay calm under pressure keeps things running smoothly even during busy periods.
• Excellent problem-solving ability allows you to find solutions quickly and effectively.
• IT literacy and CRM knowledge help you navigate systems with confidence.

From a workplace to a place to belong. At TUI we embrace diversity, equity, and inclusion, encouraging everyone to come as you are, because together, our potential is limitless.

We are committed to supporting candidates with disabilities and impairments so if you require any support, please do let us know.

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