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Airport Representative Team Leader

https://www.tui.com Logo

TUI

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Location:
United Kingdom , Stansted

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

30000.00 GBP / Year

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
Job Link Share:

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