Flexa
TUI Group • Luton, United Kingdom

Improvement and Implementation Manager | First Choice 1

Employment type:  Full time

Remote-first

A little flex time

Job Description

It’s an exciting time for First Choice as the business looks ahead to a bright future with a bold new strategy. We are on the search for motivated, talented people with a curious outlook, energetic mind-set and can do attitude to join us and help bring the brand to life for our colleagues,customers and collaborators

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As a Improvement and Implementation Manager you will lead the evolution of our Contact Centre to meet the needs of our new customer audiences for the First Choice brand. You will ensure that all teams have the tools and processes in place to support our customers, adapting to a business model that is more focused on 3rd party providers for our product. Being optmised and efficient in our service will be key, utilising technology to support our service where customers need a lighter touch and ensuring that we focus our resource to areas they are required most. Strong collaboration will be essential, especially in engaging with wider group colleagues across both Technology and other Contact Centres to maintain clear alignment. A mentality of continuous improvement will be key, setting clear KPIs for post delivery and regularly reviewing existing performance to identify learnings and inform further progress.

We believe that work is something you do not somewhere you go, therefore we are pleased to advise we can consider a hybrid working model for this role.

Applications for this role will close 08.03.24

ABOUT THE JOB

  • Support the wider transformation of First Choice by leading the evolution of our contact center in delivering towards our new proposition and meeting customer needs

  • Design lean processes that deliver exceptional service across all customer touchpoints

  • Identify technology required to support the delivery of service balancing the benefits of automation alongside the need for manual support and reassurance

  • Provide the First Choice team with clearly articulated approaches that identify multiple options to achieve our objectives

  • Work with wider group colleagues to create a roadmap to deliver our contact center requirements that aligns to the wider First Choice transformation

  • Ensure that our management team have the tools required to maximize our resource and provide support to their teams

  • Collaborate with other contact center colleagues across the group to ensure best practices and learnings are shared

  • Analyze KPIs, customer sentiment and team feedback to regularly review performance and identify opportunities for continuous improvement

  • Regularly communicate on delivery progress and challenges to wider First Choice team

ABOUT YOU

  • Background of delivering and exceeding objecting in an operational Contact Centre environment
  • A desire to identify opportunities for business improvement
  • Ability to communicate and rollout new processes to large teams
  • Excellent collaboration and stakeholder management skills
  • Ability to clearly communicate progress, identifying risks and opportunities
  • Knowledge of IT systems and Contact Centre technology
  • Experience in process management, improvement tools and techniques
  • Flexible team player with high standards and outstanding communication skills

ABOUT OUR OFFER

  • Health and Wellbeing support in five key areas – Financial, Health, Social, Community and Career
  • Competitive salary & opportunity to earn annual bonus
  • Excellent rates with foreign exchange and discounts with retailers
  • Private medical Insurance, single cover with option to add dependants
  • Discovery day – time to spend working at a local charity or community
  • Pension scheme and life assurance

We want to be the best-loved holiday company not only for our customers, but for our colleagues too. That’s why we offer a variety of benefits that go above and beyond a competitive salary, so we can help you to live your best life happily at TUI. Click here to find out more.

​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 recruitment@tui.co.uk

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)

32:68

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