Flexa
TUI Group • Dublin, Ireland

Holiday Change Associate

Employment type:  Full time

Remote-first

A little flex time

Job Description

As a member of the Operations team you’ll be part of all customer operations for Ireland. Working closely with the Customer Operations Manager. You’ll help to ensure that we deliver outstanding customer service throughout the customer journey. You’ll analyse current performance, research and suggest better ways of operating to ensure that customer KPIs are hit and that our customer’s expectations are met and exceeded. You’ll work closely with teams from across the business acting as the ‘voice’ of our customers to all teams to ensure we all hear and adapt to what the customer is telling us.

Please note the role holder needs to have flexibiliy and work shifts across a 7 day week in line with customer demand and peak seasons, office location is in Haddington Road, Dublin, DO4 K7H2. The closing date is currently Thursday 11th April

ABOUT THE JOB

  • Answering calls from customers affected with either a Flight or accommodation change, able to answer questions and ‘solve on the spot’ to protect our brand reputation
  • Building relationships with Third party flying carriers suppliers.
  • Sending Manifests to Third party carriers and advising of customers special requests.
  • Dealing with Flight time changes/day change, amendments securing customers have all the correct documentation for your holiday.
  • Work collaboratively with the UK 3PF team – to highlight any issues customers experience regarding 3PF bookings and finding a resolution
  • Actively working with the business to share recommendations for change based on customer feedback
  • Letting customers know of any unforeseen changes that may affect their holiday plans, and helping to provide the best outcome possible
  • Liaise with the relevant UK teams to ensure the overseas customer service performance is at the required levels

ABOUT YOU

  • Due to the nature of the work, experience of working in the travel and/or aviation industry is preferred
  • Put the customer at the heart of everything you do and be a ‘Maker of Happy by having a passion for delivering service and results
  • GDS knowledge of Amadeus or Galileo would be very beneficial
  • Fluent in English with excellent communication skills both verbally and written
  • Proficiency in MS Office
  • Calm and professional in a crisis, can think on your feet and don’t shy away from dealing with customers in difficult situations
  • Quick to spot potential problems and are good at solving them using your own initiative to ensure our customers have a great holiday
  • A flexible approach to working in a dynamic and often hectic environment

ABOUT OUR OFFER

  • Fantastic holiday benefits including discounts and special offers
  • Health and Wellbeing support in five key areas – Financial, Health, Social, Community and Career
  • Incentive Scheme
  • Pension scheme and life assurance.

​​We love to see your uniqueness shine through and inspire the future of travel.​ If you would like to read more about what Diversity & Inclusion means to us simply visit Our DNA

If you require any further information regarding this opportunity, please email careers@tui.co.uk

We really value your interest in TUI and will be back in touch with you shortly after the application closing date.

Company benefits

Travel credit – All benefits vary by location and job role, we'd be happy to chat to you about this in more detail
Work from anywhere scheme – TUI WORKWIDE means colleagues can work from abroad for up to 30 working days a year
Employee discounts
Flexible working week
Bank holiday swaps
Time off in-lieu
Religious celebration leave
Buy or sell annual leave
Health insurance
Gym membership
Open to part time work for some roles
Mental health platform access
Enhanced maternity leave
Shared parental leave
Pregnancy loss leave
Enhanced paternity leave
Compassionate leave
Cinema discounts
Season ticket loan
Travel insurance
Cycle to work scheme
In office catering
Commuter loan
Annual pay rises
Annual bonus
Life assurance
Salary sacrifice
Matched pension contribution
In office workout classes
Teambuilding days
Employee assistance programme
Charity donation scheme
Enhanced sick pay
Share options
Faith rooms
Volunteer days
Lunch and learns
Hackathons
L&D budget
Sabbaticals
Personal development days
Mental health days
Location
88%
Employees are very happy with their working location freedom
Hours
80%
Employees are largely happy with the flexibility in the hours they work
Benefits
76%
Employees are largely happy with the benefits their company offers
Work-life balance
72%
Employees feel that they can switch off quite easily from work
Role modelling
76%
Employees feel that most people work flexibly
Autonomy
81%
Employees feel they have complete autonomy over getting their work done

Additional employee ratings
(these do not contribute to the FlexScore®)

Diversity
70%
Employees feel that the diversity is good and there are continued efforts to improve it
Inclusion
75%
Employees feel that the culture supports equity and inclusivity well
Culture
80%
Employees enjoy the working environment
Mission
75%
Employees feel quite excited about the company mission
Salary
52%
Employees feel that their salary is fair and in line with the market average

Working at TUI Group

Company employees

60,000 globally

Gender diversity (male:female)

80:20

Office locations

Austria, Belgium, Brazil, Canada, China, Denmark, Finland, France, Germany, India, Ireland, Mexico, The Netherlands, Norway, Poland, Portugal, Spain, Sweden, Switzerland, United Kingdom, USA

Hiring Countries

Austria
Belgium
Croatia
Denmark
Dominican Republic
Finland
France
Germany
Greece
Indonesia
Malaysia
Mexico
Netherlands
Norway
Portugal
Spain
Sweden
Thailand
Tunisia
Türkiye
United Kingdom

Awards & Achievements

Most flexible companies

Most flexible companies

Flexa100 2024

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