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Airport Rep Team Manager

https://www.tui.com Logo

TUI

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Location:
United Kingdom , Gatwick

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Category:
Hospitality and Tourism

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

Join our TUI team as a Customer Experience Regional Airport Team Manager in London Gatwick, where you'll lead airport operations and deliver exceptional customer experiences. In this pivotal role, you'll be the face of TUI, ensuring our customers enjoy seamless journeys while supporting and developing your team to provide outstanding service at every touchpoint. This is a fixed term contract for 12 months.

Job Responsibility:

  • Represent TUI across assigned UK airports, ensuring seamless customer service delivery and operational excellence
  • Lead a team of up to 30 staff including Team Leaders and Representatives, coaching and developing them to deliver exceptional customer experiences
  • Act as the central contact for Customer Operations and ground handling agents, making fast, data-driven decisions during disruptions
  • Provide comprehensive customer service regarding customers’ holidays, ensuring their journey is as smooth as possible
  • Handle complex customer issues efficiently, ensuring all complaints and requests are documented and resolved promptly
  • Responsible for monthly and weekly reporting, monitoring customer pain points, trends, and compensation spend, along with maintaining accurate logs and handovers
  • Work collaboratively with TUI stakeholders within the airport and beyond, influence customer service strategies, ensure consistent service delivery, and contribute to continuous improvement initiatives
  • May be required to take on management of additional airports due to operational requirements

Requirements:

  • Customer-centric mindset with a passion for service excellence and creating memorable travel experiences
  • Proven leadership and coaching skills
  • Experience in managing medium to large teams effectively
  • Ability to think strategically and influence service delivery decisions while maintaining commercial awareness
  • Ability to work effectively under pressure and confidently handle escalated situations
  • Excellent communication skills, both written and verbal, enabling effective stakeholder management
  • Comfortable using digital tools and systems to enhance operational efficiency
  • Flexible to work weekends and bank holidays
  • Must live within 45 minutes of the Airport and be able to drive
  • Travel will also be required to team meetings
What we offer:
  • Attractive remuneration
  • Discretionary bonus schemes
  • Generous travel benefits
  • Extensive health & well-being support
  • Flexible working
  • Dynamic working environment
  • Access to TUI Learning Hub
  • Opportunities for intercultural collaboration and to work on global projects and teams
  • Involvement with local charity and sustainability initiatives like the TUI Care Foundation

Additional Information:

Job Posted:
March 19, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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