Customer Experience Airport Team Leader

Job Description

Our Customer Experience Airport Rep Team is an integral part of our business. They’re a friendly face and someone our customers can depend upon when faced with uncertainty on the day of travel at airports across the UK. – be that during periods of disruption or when navigating the varying complex entry requirements.

Please note that we anticipate a high number of applications for this role and therefore we encourage candidates to apply as soon as possible as we anticipate to close this vacancy in a short timeframe.

The start date for this role is as soon as possible.

About the Job

• Lead the shift, acting as the primary point of escalation and directing the team to where they are needed most. Proactively attend to customers' needs and ensure the team is effectively managed in their day-to-day tasks.

• Support the Customer Experience Airport Representatives and be a key contact for the Customer Operations Team, Ground Handling Agents, and Station Operations Coordinators at UK airports to ensure a seamless experience for our customers.

• Solve issues on the spot, face-to-face, for our customers on the day of travel, using pre-determined customer policies. Work on a shift pattern basis (includes weekends, bank holidays, and nights) to support the wider Customer Operations Team in responding to operational disruptions.

• Communicate incidents and customer trends daily to the Customer Operations Team and help the rep team find quick and efficient solutions. Obtain and communicate data during daily operational disruptions.

• Work at various UK airports as required, with pre-agreed petrol costs/expenses covered when not working at your pre-agreed base.

• Always ensure the best possible level of customer care and service, balancing business and commercial needs by monitoring your own monetary spend within your delegated authority.

• Manage the team, keeping each staff member accountable for their service delivered to customers. Train and coach all staff members to continuously improve and be the go-to person for TUI customer service for the whole shift.

• Support the Customer Experience Airport Manager in delivering pre-agreed objectives and KPIs.

About You

• Customer Focus: Passionate about driving improved customer service and able to remain calm in high-pressure situations.

• Communicating Effectively: Experience in holding difficult conversations with customers and staff face-to-face. High standard of written and conversational communication with good attention to detail.

• Team Support: Ability to support a small team in resolving customer issues quickly and effectively.

• Decision Making: Ability to make informed decisions and review/resolve simple escalated situations, often with tight deadlines.

• Collaboration: Effective collaboration and networking skills, with the ability to work independently using your own initiative and the confidence to escalate incidents where appropriate.

• Resilience: Ability to perform well in high pressure scenarios, , multi-task and advocate for the wellbeing of customers and the team.

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.

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..