As the first point of contact for customers, you'll resolve issues on the day of travel, following our customer policies. You'll work shifts, including weekends, nights, and bank holidays, supporting the Customer Operations Team and upholding the TUI brand. Shifts can be up to 12 hours and vary with the flight schedule. You may assist at nearby airports or support customers in other business areas. The recruitment process includes an online assessment, a self-recorded digital interview, and an assessment day invitation. The assessment day will be held on the 5th March within the Bristol area (date and location subject to change due to operational reasons).
Responsibilities:
* Working on a shift basis, responsible for supporting our customers face to face at UK airports with any on the day disruption which may include but isn't limited to, queue management, frequently changing travel protocols, entry requirements, flight delays, irregular & standard disruption, events, issues, incidents, and crisis situations.
* Deliver exceptional face-to-face support to customers at our airports, including in times of operational disruption.
* Quickly assess and address individual customer needs with tailored solutions, escalating to the Customer Experience Airport Management team for support where required.
* Work closely with internal teams to ensure a smooth and seamless customer journey, balancing customer and business needs.
* Maintain accurate logs of daily events impacting customers, completing handovers and participating in shift briefings.
* Customer-focused with a passion for travel and excellent service.
* Calm under pressure, able to handle difficult conversations, and thrive in high-pressure environments by making informed decisions quickly.
* Strong written communication skills and attention to detail.
* Effective collaborator with the ability to work independently and escalate issues appropriately.
* Confident with technology and using systems to support development and customer service.
* Fluent in English, both spoken and written.
* Able to obtain a full and valid Airside ID, requiring a UK Disclosure Barring Service check, providing 5 years of employment and education references.
* Must be 18 years of age before the start date.
* Able to travel to and from the airport on a 24-hour basis.
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.
About Our Offer:
* Salary £26,125 Per annum (Full Time).
* Fantastic holiday benefits, including discounts and special offers.
* Health and wellbeing support in financial, health, social, community, and career areas.
* Discretionary bonus scheme.
* Excellent foreign exchange rates.
* Pension scheme and life assurance.
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