Third Party Flying Training Manager

Job Description

Joining the Swansea Contact Centre as a 3rd Party Flying, Training Manager, you will be responsible for induction delivery and development for the team within the 3PF team and partly for duty office. You will work as part of a team to ensure a unified approach to training for all our colleagues and make recommendations for future improvements within the 3rd party flying team.

This role would be office based in the Swansea Contact Centre, but hybrid, working at home is possible as long as the environment meets our set up criteria. There would be a need for some UK travel to our Luton office throughout the year with some need to travel overseas, dependant on business needs. Joining us will not only provide opportunities for you to grow your career, but the benefits of being part of an exciting global team.

We’re a company that’s moving at a fast pace so grab your passport and join us on this journey, the world of TUI awaits.

ABOUT THE JOB

• You will be using your extensive knowledge of scheduled airline processes to provide support to the customer facing teams managing day to day reservations and customer and supplier-driven changes post booking.
• You will be responsible for providing information, knowledge, and expertise to assist with the ongoing training of the Contact Centre staff on all scheduled aviation related policies, processes, and systems to up skill existing colleagues.
• Identify knowledge gaps working with the aviation expert and Contact Centre manager devise a training plan for rolling 6 months.
• You are a great problem solver and have experience in solving complex business problems with the help of data and technology.
• You will be confident in all aspects of ticketing and fare rules.
• You will work closely with the Scheduled Aviation Team to ensure airline policies & procedures are communicated and understood by all relevant teams within the Swansea Contact Centre.
• Builds relationships across Contact Centre Teams and Luton to gain insight, understanding & identify opportunities, and improvements.
• Deliver aviation monthly meetings. Focusing on continuous improvement, monitor completion, evaluate training outcomes, making recommendations, and implementing changes to deliver improvements.
• Research and recommend tools that could enhance performance.
• Work closely with our Holiday Change team, to minimise loss of company money when cancellations or changes occur with airlines
• Identifying solutions to help reduce unnecessary calls / customer contact.
• Produce and maintain appropriate training records for all relevant teams within the Swansea Contact Centre.

ABOUT YOU

• Extensive experience in the training of scheduled airline system and processes. Knowledge of Amadeus and Paxport/Multicom is essential.
• First class interpersonal skills with the ability to communicate at all levels of the business.
• Be flexible and willing at all times to assist colleagues throughout the department when required.
• Inspirational coaching style which inspires team managers and advisors
• Excellent communication skills and high level attention to detail
• Proactive attitude and approach
• Strong influencing skills with collaborative working both internally and externally
• An organised individual who takes pride in their work and responsibility of their own development
• Ability to use initiative to proactively spot and resolve potential problems.

HOME WORKING REQUIREMENTS

• You will have a suitable space that allows you to work comfortably and away from general ‘home’ activities
• You will be required to have a suitable broadband connection that has a download speed of at least 10 Mbps and an upload of at least 3 Mbps

ABOUT OUR OFFER

• Fantastic holiday benefits including discounts, special offers and the ability to purchase additional ‘TUI time off’
• Health and Wellbeing support in five key areas – Financial, Health, Social, Community and Career
• Private medical Insurance, single cover with option to add dependants
• Excellent rates with foreign exchange and discounts with retailers
• 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