Customer Services Team Leader

Job Description

As Customer Services Team Leader,you are responsible for the practical organisation of the Customer Services department at the Brussels Airport desk. You ensure the smooth operation of your team, with the aim of delivering optimal customer service.

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 are responsible for leading, motivating, and coordinating the team of Customer Service Agents.

• You manage and coordinate the daily staffing schedule and report any potential issues to Management.

• You ensure your team operates at its best by providing advice and clear instructions. You keep yourself and your team up to date with the latest industry knowledge.

• You will be consulted on decisions regarding recruitment, promotions, and dismissals of team members.

• You propose improvements to the manager and implement adjustments wherever possible. You also provide input on enhancements to systems, tools, and processes within the department.

• You actively participate as a point of contact for our customers, ensuring excellent service and maximum customer satisfaction. You will also handle more complex queries.
• You monitor KPIs and provide periodic quantitative and qualitative reports to keep the Airport Desk Manager well-informed about the current and upcoming (financial) situation.

ABOUT YOU

• You bring a minimum of 3 years of relevant experience. Previous experience in leading a team is an advantage.

• Depending on operational needs, you may occasionally participate in a shift system (early/late). Flexibility is therefore essential.
• You have excellent communication and leadership skills.
• You hold a bachelor’s degree (or equivalent through experience).
• You are fluent in Dutch, French, and English.

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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.