Airport Representative Team Leader, TUI

TUI

Location:
United Kingdom, Stansted

Category:
Customer Service

Contract Type:
Not provided

Salary:

30000.00 GBP / Year

Save Job

Apply Position

Job Description:

Our Customer Experience Airport Rep Team is an integral part of our business. They provide a friendly face and are dependable, especially during periods of disruption or when assisting customers with complex entry requirements. This fixed-term position supports the team in providing seamless customer service at UK airports.

Job Responsibility:

Lead the shift, acting as the primary point of escalation and directing the team to where they are needed most
proactively attend to customers' needs and ensure the team is effectively managed in their day-to-day tasks
support the Customer Experience Airport Representatives and be a key contact for the Customer Operations Team, Ground Handling Agents, and Station Operations Coordinators at UK airports
solve issues on the spot, face-to-face, for customers on the day of travel, using pre-determined customer policies
work on a shift pattern basis (includes weekends, bank holidays, and nights) to support the wider Customer Operations Team
communicate incidents and customer trends daily to the Customer Operations Team and help the rep team find quick and efficient solutions
obtain and communicate data during daily operational disruptions
work at various UK airports as required, with pre-agreed petrol costs/expenses covered when not working at your pre-agreed base
always ensure the best possible level of customer care and service, balancing business and commercial needs
manage the team, keeping each staff member accountable for service delivered to customers
train and coach all staff members to continuously improve
be the go-to person for TUI customer service for the whole shift
support the Customer Experience Airport Manager in delivering pre-agreed objectives and KPIs

Requirements:

Passionate about driving improved customer service and able to remain calm in high-pressure situations
experience in holding difficult conversations with customers and staff face-to-face
high standard of written and conversational communication with good attention to detail
ability to support a small team in resolving customer issues quickly and effectively
ability to make informed decisions and review/resolve simple escalated situations, often with tight deadlines
effective collaboration and networking skills
ability to work independently using your own initiative
confidence to escalate incidents where appropriate
ability to perform well in high pressure scenarios and multi-task
advocate for the wellbeing of customers and the team

What we 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
excellent rates with foreign exchange and discounts with retailers
discovery day – time to spend working at a local charity or community
pension scheme and life assurance

Additional Information:

Job Posted:
April 30, 2025

Employment Type:

Fulltime

Work Type:

On-site work

View All Jobs In This Company

Job Link Share:

Airport Representative Team Leader

TUI

Location:United Kingdom, Stansted

Category:Customer Service

Contract Type:Not provided