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TUI Group • Luton, GBR,

TOCC Customer Controller

Employment type:  Full time

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top 3 scores:
88%

Location flexibility

81%

Autonomy

80%

Hours flexibility

Apply now

Job Description

Our goal within the new TUI Operations Control Centre (TOCC) is to be a truly integrated service provider to the Airlines across the Group. The main objective is to drive operational excellence at the very best possible cost and to offer the best possible service to our customers within the Airlines whilst maintaining operational integrity and safety/security in a fast-paced environment.

As a Customer Controller, you will be part of a multi-disciplinary team of experts actively overseeing the TUI Airline flying programme aiming to drive efficiency and innovation, ensuring safe, compliant and punctual delivery of the flying programme whilst assuring the customers’ needs are met.

The Customer Controller on shift will be responsible delivering time critical logistics at airports worldwide to ensure our customers across the 5 TUI airlines are fully supported during irregular flight operations. You are part of the TOCC team on shift, responsible for coordinating and managing the 24/7 logistics (accommodation and transport bookings as well as provision of welfare) for our Airline customers in the event of a delay.

In this role, you’ll report to the TOCC Customer Controller Team Leader.

These are shift based roles operating 12 hour shifts on a rotating pattern covering days and nights/7 days per week, ordinarily on a 4 on/4 off basis.

Applications close 31st December 2024

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

  • Coordinate logistics and daily customer-related activities for TUI Airline customers.
  • Support irregular operations by analysing impacts on customer journeys and making informed decisions to minimise disruption.
  • Communicate timely and accurate information to Ground Handling Agents, Tour Operators, and other stakeholders.
  • Liaise with suppliers to arrange hotels and transport during operational disruptions.
  • Manage on-the-day welfare activities for customers during delays and disruptions, ensuring the best service while minimising financial impact.
  • Provide expert advice on dangerous goods regulations and passport/visa information to avoid safety risks and financial penalties.
  • Develop relationships with key internal departments and create a feedback culture to meet customer and stakeholder expectations.
  • Maintain accurate records of events for financial reconciliation and to respond to customer issues.

ABOUT YOU

  • Relevant experience in a logistical operational function, preferably in aviation.
  • Ability to make decisions in a complex, fast-moving environment, considering future implications and evaluating costs and benefits.
  • Initiative and logical thinking, with the ability to identify key drivers and think outside the box.
  • Experience operating within a virtual airline context, managing multiple stakeholders across different countries and understanding cultural differences.
  • Strong team player with excellent interpersonal skills, able to build a network of contacts and influence others.
  • Resilience and a “can do” attitude, thriving under time pressure to solve operational issues.
  • Customer-focused, understanding and anticipating customer needs during irregular operations while ensuring regulatory compliance and considering financial impact.
  • Proficient in digital systems and technology, including Microsoft Office and various airline systems.

#LI-CP1 #LI-Onsite

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.

Security Clearance Statement

At TUI, safety is our top priority. We conduct thorough background checks on all employees who join our Airline. Rest assured; we’ll guide you on the necessary information you need to provide at each stage.


Please note that if you are applying for a role in the UK, you must ensure you can provide a full 5 years referencing, plus a criminal record check for all countries you’ve resided in for more than 6 months in the past 5 years (some costs may apply).

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
Travel insurance
Cycle to work scheme
In office catering
Annual pay rises
Annual bonus
Life assurance
Salary sacrifice
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
Travel loan
Enhanced pension match/contribution

We asked employees of TUI Group what it's like to work there, and this is what they told us.

Location flexibility
88%
Employees are very happy with their working location freedom
Hours flexibility
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

Currently Hiring Countries

Aruba

Australia

Austria

Belgium

Bulgaria

Caribbean Netherlands

China

Costa Rica

Croatia

Curaçao

Cyprus

Denmark

Dominican Republic

Finland

France

Germany

Greece

Hong Kong

Ireland

Italy

Malta

Mexico

Morocco

Netherlands

Norway

Poland

Portugal

Spain

Sweden

Switzerland

Thailand

Tunisia

Türkiye

United Kingdom

Office Locations

Awards & Achievements

Most flexible companies

Most flexible companies

Flexa100 2024