Customer Experience Airport Team Leader - Birmingham

Job Description

As a Customer Experience Airport Team Leader at TUI, you'll be the friendly face our customers depend on during their travel journey. You'll lead our airport representatives, ensuring exceptional service even during uncertainty or disruption at UK airports.

We're offering flexibility in employment options with both permanent and fixed-term positions.

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
• Excellent rates with foreign exchange and discounts with retailers
• Community day – time to spend working at a local charity or community
• Pension scheme and life assurance

ABOUT THE JOB

• Leading shifts as the primary escalation point, directing your team while proactively managing customer needs and daily tasks.
• Supporting Airport Representatives and acting as key contact between Customer Operations, Ground Handling Agents, and Station Operations Coordinators.
• Resolving customer issues face-to-face using established policies while working shifts including weekends, holidays, and nights.
• Reporting incidents and trends daily while helping your team develop efficient solutions during disruptions.
• Traveling to various UK airports with pre-agreed expenses covered when away from your base.
• Maintaining excellent customer care while balancing business needs and managing delegated spending 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.

ABOUT YOU

• You have proven experience in a team leadership or management role, with the ability to motivate and develop team members
• Someone committed to excellent customer service who remains calm under pressure.
• An individual with experience handling difficult conversations with strong communication skills and attention to detail.
• The ability to effectively support a team in resolving customer issues promptly.
• A professional who makes informed decisions and handles escalated situations within tight timeframes.
• We seek effective collaboration skills while working independently and knowing when to escalate issues.
• Candidates who handle high-pressure situations well while advocating for customer and team wellbeing.

To apply for this role, part of the application process will require you to complete an online assessment within 5 days of application, this can be completed once your application has been submitted and you'll also receive an email with all the details

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.