Head of TUI Musement Contact Center

Job Description

Lead our multilingual contact center operations, managing a team of 1,000+ employees and a €30 million budget to deliver exceptional customer service during the on-holiday phase.

The closing date for applications will be the 13th July 2025. We would encourage you to apply as soon as you can 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.
• 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

• Lead and manage 24/7 customer service operations across all remote channels, ensuring service and quality KPIs are met while delivering costs according to the financial plan.
• Develop and manage the 3-year business plan and annual budget, aligning contact center strategy with broader business goals.
• Set quality standards, implement monitoring systems, and lead continuous improvement initiatives to enhance service quality.
• Drive innovation and strategic initiatives to improve efficiency, reduce costs, and enhance customer experience.
• Oversee key support areas including Workforce Management, Quality, and process, ensuring optimal staffing and process optimization.
• Collaborate with Group Customer Service and Operations to maintain alignment and ensure consistent service delivery across markets.

ABOUT YOU

• Extensive previous experience in contact center management or customer service leadership roles, with a proven track record of managing large-scale customer service operations, preferably in the travel industry.
• Proven ability to identify and implement technology-driven improvements, including the strategic use of AI to enhance service delivery, reduce costs, and drive innovation.
• Strong leadership and people management capabilities with proven ability to motivateand develop teams.
• Excellent analytical skills with the ability to interpret complex data and make data-driven decisions.
• Strategic thinking and business planning expertise, with outstanding communication and stakeholder management skills.
• Fluent English (C1 required). Additional languages are an advantage.

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.