Crew Support Specialist - Customer, Cabin & Inflight Services

Job Description

TUI Group is the world’s number one integrated tourism business. Within TUI Group, TUI Airline regroups all airline activities across UK&I, Nordics, Belgium, The Netherlands, Germany, Morocco, and the Dutch Antilles.

Crew Support Specialist - Customer, Cabin and Inflight Services (CCIS) is a function within our airline organisation and is responsible for Cabin Crew, Inflight Services and TUI Airline Customer Experience. The Customer, Cabin and Inflight Services function operates as a multi-disciplinary team of experts driving efficiency and innovation. Working in a fast paced operational environment you will have a keen eye for detail and deliver against the required TUI Airline service level agreements and KPIs.

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 team
• Community: Get involved with incredible local charity and sustainability initiatives like the TUI Care Foundation.

ABOUT THE ROLE

• Monitor daily Cabin Report feedback to identify trends, ensure timely follow-up with in-flight operations and service providers, and deliver weekly insights. Compile a monthly KPI report with SLA-aligned analysis and mitigation strategies.
• Assist in investigating CCIS related occurrences & delays, contributing to the on-time performance and KPI’s. Provide disruption support for unscheduled flights and onboard customer and cabin crew initiatives.
• Work in collaboration with internal and external stakeholders ensuring information is communicated in a timely manner and that all data is recorded accurately and delivered against timescales and supplier contractual agreements including invoice auditing and coding.
• Coordinate with stakeholders to ensure timely updates on product rollouts, service concepts, and CSAT developments.Ensure accurate data capture, delivery, and follow-up to confirm successful implementation.
• Support on clear, engaging communications such as cabin crew briefs, newsletters, and operational documentation to keep cabin crew informed and aligned.
• Support where required on onboarding communications and coordinate the setup of devices, applications, and IT accounts, ensuring a smooth start for new cabin crew members.
• In partnership with Cabin Crew Management, provide operational and administrative support as required.
• Contribute to performance discussions with Cabin Crew Executives to support the evaluation of senior cabin crew and cabin crew contracts.
• Actively participate in crew engagement initiatives, including cabin days and other events, fostering a strong sense of community and connection. Occasional travel to Marrakech and Agadir to support In-Flight Services.
• Conduct ramp and supplier unit visits, performing spot checks on loading and product quality to support menu and range updates as needed.

ABOUT YOU

• Strong organisational and time-management skills, with the ability to prioritise tasks.
• Excellent communication skills.
• Accuracy, attention to detail and problem-solving abilities.
• Ability to work independently and as part of a team.
• Sound IT skills to include the Microsoft suite together with a natural aptitude to learn in-house systems.
• Proven track record of working in a customer service environment.
• Effective collaboration skills and the ability to work independently using own initiative with the confidence to escalate where appropriate.
• Ability to implement and embed new ways of working.
• Previous cabin crew experience or aviation background is considered an advantage.
• Fluency in English, French, and Arabic is a valuable advantage.
• Willingness to travel as required and driving license as required.

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.