Dynamic Operations Executive

Job Description

As a Dynamic Operations Executive, you’re on the frontline dealing with real-time customer disruptions - both in the UK and globally for TUI UK&I customers travelling on 3rd party airlines or dynamic bookings. You're operational 24/7, independently managing and escalating issues, providing immediate solutions, and consistently maintaining a proactive approach.

Become a valued member of our dedicated team with a structured 12-hour shift schedule, featuring a 4 days on, 4 days off rotation. This pattern ensures you have ample time to recharge while maintaining 24/7 operational excellence.

Taking applications until 21st March.

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

• Act as the primary 24/7 point of contact, managing calls/emails from internal and external stakeholders.
• Independently monitor real-time flight alerts and proactively respond to operational issues globally, managing disruptions with urgency, importance, and innovative solutions.
• Ensure correct booking and collating of paperwork to appeal airline-imposed charges.
• Collaborate closely with TUI Musement teams to arrange accommodation, transfers, and welfare provisions effectively.
• Maintain a detailed and accurate daily log of all operational disruptions, proactively sharing information with relevant departments and stakeholders.
• Manage initial responses to lower-level high-profile incidents and escalate as necessary, collaborating with Customer Care to support affected guests.
• Demonstrate a robust understanding of EU261 regulations to effectively advise guests and stakeholders on their rights.
• Work within policy and guidelines to enact appropriate customer support measures during disruption.
• Engage in effective crisis management, handling complex situations with clarity, calmness, and decisive action.
• Assume team-leader-level accountability, regularly providing detailed reports and updates to internal and external stakeholders.
• Actively build and nurture B2B relationships with partner airlines, ensuring adherence to SLAs.

ABOUT YOU

• You are a self-starter, capable of independently managing high-pressure scenarios and prioritising tasks effectively.
• Exceptional written and verbal communication skills, crucial for a small, hybrid, and shift-based team environment.
• Proven ability to effectively communicate within a small team structure, maintaining clarity across hybrid and flexible shift patterns, not limited to standard 9-5 hours.
• Demonstrated flexibility, adaptability, and a proactive attitude towards personal development, departmental growth, and collaborative problem-solving.
• Demonstrated capability to cope effectively under pressure, multitasking while meeting tight deadlines.
• A customer-centric mindset, able to deliver exceptional service during difficult conversations and complex disruptions.
• Confidence and competence to independently escalate critical incidents to higher management as appropriate.
• Proven ability to adapt quickly and make informed, independent decisions in fast-paced environments.
• Understanding and familiarity with operational systems like Amadeus, PaxPort, and other GDS systems are highly desired.
• Knowledge of overseas operations, Retail, Airline, Cruise & Contact Centres advantageous.

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.

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