Customer Operations Team Leader - Fixed Term

Job Description

The Customer Operations Team Leader, working within the Tour Operator Sector of TUI, will be first point of contact for our executives within the Customer Operations Team who need any additional support in their day-to-day role. You will assist the Customer Operations Manager in leading the team to support customers and key stakeholders:- colleagues in destination, contact centres, retail, airport, cruise, government bodies & airlines in relation to operational disruption, including but not limited to - flight delays, irregular events, issues, incidents and crisis situations. They’ll also support our customers and stakeholders in resort in the event of crisis or incident situations.

At the heart of the company, you will be responsible for leading by example & encouraging the team to solve issues on the spot (usually by phone) although there will be empowerment guidelines and pre-determined customer policies, you’ll have an increased empowerment level to enable you to support the team in resolving any escalated issues. Working on a shift pattern basis which includes weekends & bank holidays; responsible for the initial response to all TUI UK&I on the day customer disruption as well as being part of the first response team in the event of crisis/incidents. You will support customers and colleagues impacted, ensuring the customer is at the heart of our decision making, whilst protecting the TUI brand.

This is an operational role, based at Wigmore House, Luton, on a shift pattern. You will be working a pattern of 12-hour shifts, both day and night shifts 0700-1900 or 1900-0700, this does include weekends and bank holidays.

This opportunity is being offered on a 6 month fixed term contract and the closing date for applications will be Wednesday 30th July. We would encourage you to apply as soon as you can just in case we need to close the role earlier than expected.

ABOUT OUR OFFER

• Personal benefits: Attractive remuneration, discretionary bonus schemes, generous travel benefits, extensive health & well-being support, and more.
• 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

• Responsible 24/7 (shift basis) for handling calls/emails from internal & external customers & dealing with queries/issues as they arise ensuring where possible the cause of the problem is identified and action taken to avoid repercussion in the future and further cost to the business
• Responsible for booking new flights for customers who have missed their original flights/immigration refusals
• You'll ensure all delay letter templates to ensure delay letter templates are personalised appropriately where needed, always making sure we are being transparent & upfront with our customers to deliver the best possible experience, even during incidents/delays/crisis etc.
• Responsible for ensuring immediate attention is given to all incidents affecting TUI UK &I customers and staff escalating when necessary. You’ll be responsible for the initial handling of any lower level high profile incidents, quickly establishing the correct course of action to be taken & where needed, working with the Customer Care Team to support the customer and stakeholders.
• Support the COM in key Operational Meetings, take actions, collate a report and actions to proactively deal with anticipated disruptions and co-ordinate during times of crisis/incident – ensuring your colleagues are updated accordingly with the situation
• Support the COM & Senior Incident & Ops Manager by continually ensuring the team are compliant with company policy/procedures. As well as challenging appropriately where we believe policies/procedures are out of date & having a negative impact on customer experience
• Support the leadership team with a work ethic that promotes continuous improvement within the team & being able to identify and recommend improvements.
• Assist the COM in the recruitment & training of new starters & refresher training across the team

ABOUT YOU

• Previous experience in leading and managing a team in a Customer Centric environment.
• Customer-centric with a passion for driving improved customer service within your team, leading by example & the ability to remain calm in high pressure situations
• Experience of holding difficult escalated conversations with customers over the phone
• Strong stakeholder management with ability to cope with pressure, multi-task and make informed decisions within tight deadlines
• A high standard of written communication with good attention to detail
• Ability to represent the company at a senior level with external 3rd parties eg ABTA/FTO
• Ability to make informed decisions, where required, outside of guidelines in place to ensure the decision is made with both the customer & commercials in mind
• Effective collaboration and networking skills and the ability to work independently using own initiative with the confidence to escalate incidents where appropriate
• Knowledge of overseas operations, Retail, Airline, Cruise & Contact Centres is desired

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.