customer relations Norwich, England
Job description
Our TUI Airport Operations Team are 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 Norwich airport reps in solving issues on the spot, face to face, for our customers on the day of travel, using the application of pre-determined customer policies. Working 5 days a week includng weekends & bank holidays. You’ll be supporting the wider Customer Operations Team and airport operations teams in the initial response to customer operational disruption.
There may be a requirement to work at various UK airports due to the operational nature of the role. The UK airports allocated will consider your geographical location and pre-agreed petrol costs/expenses will be covered where you are not working at your pre-agreed base.
Please note this is a Fixed Term Contract available until 31st October 2023. Now taking applications until 7th July.
ABOUT THE JOB
- Responsible on a daily basis in supporting our Customer Experience Airport reps and customers face to face at UK airports with any on the day disruption
- Responsible for helping the team to resolve issues face to face and act as an escalation point for the airport reps. You’ll also be joining daily operation calls with the wider Customer Operations Team to review & offer a quick solution to the customer
- Responding to customer queries on the day of travel with pre-determined customer policies
- Thinking outside of the box and arranging alternative solutions to customer complaints and issues,
- Ensuring the airport reps are maintaining accurate logs of all daily events impacting the customers of all tour operating businesses which are used as reference material by other departments. Maintaining efficient and detailed handovers & proactively updating and influencing stakeholders.
- Working with the wider customer operations team and customer operations/care manager to review daily feedback– helping to ensure we are offering solutions which are balanced with both the customer and business in mind
- Ensure the completion of daily and nightly administration tasks as directed by line managers. Submitting daily feedback reports on key issues, finding alternative solutions for customers who have been denied boarding, updating TEAMS page with essential travel info etc.
- Confident in driving new trial technologies.
- Supporting the Customer Experience Airport Manager in delivery of pre agreed objectives & KPI’s
ABOUT YOU
- Customer centric with a passion for driving improved customer service & the ability to remain calm in high pressure situations
- Experience of holding difficult conversations with customers face to face
- Ability to support a small team of people in resolving customer issues quickly and effectively
- A high standard of written communication with good attention to detail
- Ability to represent the company with customers and maintain the high standards of customer service expected
- Ability to make informed decisions & review/resolve simple 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.
- Ability to work weekends and support team holiday cover
- Confident in creating and maintaining new working relationships within a well-established environment
ABOUT OUR OFFER
- Fantastic holiday benefits including discounts and special offers
- Health and Wellbeing support in five key areas – Financial, Health, Social, Community and Career
- 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.
