Dynamic Operations Executive - Fixed Term

Job Description

As a Dynamic Operations Executive, you’ll be on the frontline managing real-time customer disruptions – across the UK and worldwide – for TUI UK&I guests travelling on 3rd party airlines or dynamic bookings. This is a high-pressure, fast-paced role where no two days are the same. You’ll be independently handling incidents and crises while working closely with a small, tight-knit team. It’s intense, challenging, and incredibly rewarding for the right person.


We operate 24/7 with a structured 12-hour shift pattern on a 4 days on, 4 days off rotation – giving you time to recharge while delivering operational excellence. The successful candidate will visit our office Wigmore House in Luton twice a month


This role is being offered on 12 month fixed term contract and the closing date for applications will be Wednesday 13th August. We would encourage you to apply as soon as you can just in case we need to close the role earlier than expected.

ABOUT THE JOB

• Act as the 24/7 point of contact, managing calls and emails from internal teams and external partners.
• Independently monitor live flight alerts and take swift, proactive action to resolve global operational issues across multiple airlines.
• Manage disruptions with urgency and creativity, ensuring effective solutions for guests while balancing complex airline processes and commercial considerations.
• Apply a strong understanding of airline operations, tour operator responsibilities under Package Travel Regulations (PTR), and Civil Aviation Authority (CAA) guidance to make sound operational decisions.
• Ensure bookings are handled correctly and prepare documentation to challenge airline-imposed charges and protect commercial interests.
• Work with TUI Musement teams to arrange accommodation, transfers, and welfare provisions under pressure, ensuring guest welfare and compliance with regulatory obligations.
• Keep detailed, accurate logs of operational disruptions and proactively cascade updates to stakeholders.
• Take the lead on initial responses to incidents, escalating as required while supporting affected guests.
• Navigate EU261 regulations confidently to advise and guide on guest rights during disruption.
• Step confidently into crisis management, handling complex, high-profile scenarios with composure and clarity.
• Build and maintain effective working relationships with partner airlines and ensure SLA compliance.

ABOUT YOU

• A self-starter who thrives under pressure and can independently manage critical, time-sensitive situations.
• Exceptional written and verbal communication skills, essential for a small, hybrid and shift-based team.
• Comfortable using Microsoft Office programmes (e.g. Teams, Outlook, Excel) effectively to manage communications and data.
• Experience with Amadeus, PaxPort, or other GDS systems is highly desirable.
• Able to adapt quickly, prioritise effectively, and stay calm in fast-changing operational environments.
• A proactive, solutions-focused mindset with confidence to escalate critical incidents appropriately.
• A proven ability to multitask, meet tight deadlines, and deliver under pressure.
• Strong customer service skills and an ability to manage difficult conversations with empathy and professionalism.
• Knowledge of overseas operations, retail travel, aviation, cruise or contact centre environments is 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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