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TUI Group • Swansea, GB

Third Party Flying Training Manager

Employment type:  Full time


A little flex time

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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.


  • 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.


  • 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.


• 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


  • 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

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
L&D budget
Personal development days
Mental health days
Employees are very happy with their working location freedom
Employees are largely happy with the flexibility in the hours they work
Employees are largely happy with the benefits their company offers
Work-life balance
Employees feel that they can switch off quite easily from work
Role modelling
Employees feel that most people work flexibly
Employees feel they have complete autonomy over getting their work done

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

Employees feel that the diversity is good and there are continued efforts to improve it
Employees feel that the culture supports equity and inclusivity well
Employees enjoy the working environment
Employees feel quite excited about the company mission
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)


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





Dominican Republic
















United Kingdom

Awards & Achievements

Most flexible companies

Most flexible companies

Flexa100 2024

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