Customer Experience Airport Team Manager

Job Description

Join our TUI team as a Customer Experience Regional Airport Team Manager in Manchester, where you'll lead airport operations and deliver exceptional customer experiences. With Manchester as your main base, you'll also manage Leeds Bradford and Humberside airports. In this pivotal role, you'll be the face of TUI, ensuring our customers enjoy seamless journeys while supporting and developing your team to provide outstanding service at every touchpoint.

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 represent TUI across your assigned UK airports, ensuring seamless customer service delivery and operational excellence for our travellers.
• Leading a team of up to 30 staff including Team Leaders and Representatives, you'll coach and develop them to deliver exceptional customer experiences.
• We'll rely on you to act as the central contact for Customer Operations and ground handling agents, making fast, data-driven decisions during disruptions.
• Working for the tour operator and alongside the airline, you’ll provide comprehensive customer service regarding our customers’ holidays, ensuring their journey is as smooth as possible.
• You'll handle complex customer issues efficiently, ensuring all complaints and requests are documented and resolved promptly.
• Monthly and weekly reporting will be your responsibility, monitoring customer pain points, trends, and compensation spend, along with maintaining accurate logs and handovers.
• Working collaboratively with TUI stakeholders within the airport and beyond, you’ll influence customer service strategies, ensure consistent service delivery, and contribute to continuous improvement initiatives.

ABOUT YOU

• You have a customer-centric mindset with a passion for service excellence and creating memorable travel experiences.
• With proven leadership and coaching skills, you're experienced in managing medium to large teams effectively.
• You think strategically with the ability to influence service delivery decisions while maintaining commercial awareness.
• You work effectively under pressure and confidently handle escalated situations.
• You possess excellent communication skills, both written and verbal, enabling effective stakeholder management.
• You're comfortable using digital tools and systems to enhance operational efficiency.
• You're flexible to work weekends and bank holidays.
• You must live within 45 minutes of Manchester Airport, be able to drive, and be able to travel between your assigned bases. Travel will also be required to team meetings.

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.