Airport Representative Team Leader, TUI

TUI

Location:
United Kingdom, Stansted

Category:
Hospitality and Tourism

Contract Type:
Not provided

Salary:

30000.00 GBP / Year

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Job Description:

Our Customer Experience Airport Rep Team is an integral part of our business. They’re a friendly face and someone our customers can depend upon when faced with uncertainty on the day of travel at airports across the UK. – be that during periods of disruption or when navigating the varying complex entry requirements.

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 to ensure a seamless experience for our customers
Solve issues on the spot, face-to-face, for our 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 in responding to operational disruptions
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 by monitoring your own monetary spend within your delegated authority
Manage the team, keeping each staff member accountable for their service delivered to customers
Train and coach all staff members to continuously improve and 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, with the ability to work independently using your own initiative and the confidence to escalate incidents where appropriate
Ability to perform well in high pressure scenarios, multi-task and 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 29, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Airport Representative Team Leader

TUI

Location:United Kingdom, Stansted

Category:Hospitality and Tourism

Contract Type:Not provided