Customer Experience Airport Team Manager Horley, Surrey, South East England, England
Job description
Our TUI Airport Operations Team is an integral part of our business. They’re a friendly face, and someone who our customers can depend upon when faced with uncertainty on the day of travel at UK airports.
You will be responsible for supporting the Team Leader and reps in offering excellent customer service in solving issues on the spot for our customers on the day of travel using the application of pre-determined customer policies. Whilst empowered to resolve customer issues on a individual basis. You will be managing the airport operation at Gatwick and Bournemouth, responsible for our permanent and seasonal staff covering a 24/7 operation; supporting the wider Customer Operations Team and airport operations teams in the initial response to customer operational disruption.
There maybe a requirement to work at various UK airports due to the operational nature of the role. The UK airports allocated will take into account your geographical location and pre-agreed petrol costs/expenses will be covered where you are not working at your pre-agreed base.
There is a requirement to work at various UK airports due to the operational nature of the role. The UK airports allocated will take into account your geographical location and pre-agreed petrol costs/expenses will be covered where you are not working at your pre-agreed base.
Now taking applications until 19th April.
ABOUT THE JOB
- Responsible for driving our TUI Values and creating exceptional customer service across all airports and managing a team of up to 30 staff members.
- Lead & train the Customer Experience Airport Team Leader & Rep Team to resolve day to day incidents and queries
- Drive high performance by regularly coaching & developing your customer service team
- Lead an engaged CX airport Team – this will be done with regular performance reviewes & retrospective feedback to individuals on how they’ve handled specific instances of customer disruption and applied their empowerment etc
- Working with the wider customer operations team and customer operations/care manager, internal airport operations team and ground handling agents to review daily feedback– helping to ensure we are offering solutions which are balanced with both the customer and business in mind
- Managing an additional Special Assistance Team (SAT) whilst in your airports – ensure consistent levels of service for customers who have been involved in a crisis.
- Create & lead an open and honest culture of continual positive & constructive feedback within the team
- Leading on customer service improvements within your airport remit and working collaboratively with the CX airport Management team to drive high performance and sharing best practice.
- Confident in driving new trial technology.
ABOUT YOU
- Customer-centric with a passion for driving improved customer service & the ability to remain calm in high-pressure situations
- Experience in holding difficult conversations with customers and employees face to face
- Ability to train & support a medium to large team of people in resolving customer issues quickly and effectively
- A high standard of written communication with good attention to detail
- Ability to make informed decisions & review/resolve escalated situations
- Effective collaboration and networking skills and the ability to work independently using own initiative with the confidence to escalate incidents where appropriate
- Ability to cope with pressure, multi-task and make informed decisions within tight deadlines
- Confident in using technology and company systems.
- Flexibility in being able to work weekends and support holiday cover
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
- Discretionary Bonus Scheme
- Private Medical Insurance, single cover with option to add dependants
- Permanent Health Insurance
- Excellent rates with foreign exchange
- 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 [email protected]
We really value your interest in TUI and will be back in touch with you shortly after the application closing date.
