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Crew Support Specialist

https://www.tui.com Logo

TUI

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Location:
Morocco , Casablanca

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

Crew Support Specialist - Customer, Cabin and Inflight Services (CCIS) is a function within our airline organisation and is responsible for Cabin Crew, Inflight Services and TUI Airline Customer Experience. The Customer, Cabin and Inflight Services function operates as a multi-disciplinary team of experts driving efficiency and innovation. Working in a fast paced operational environment you will have a keen eye for detail and deliver against the required TUI Airline service level agreements and KPIs.

Job Responsibility:

  • Monitor daily Cabin Report feedback to identify trends, ensure timely follow-up with in-flight operations and service providers, and deliver weekly insights. Compile a monthly KPI report with SLA-aligned analysis and mitigation strategies
  • Assist in investigating CCIS related occurrences & delays, contributing to the on-time performance and KPI’s. Provide disruption support for unscheduled flights and onboard customer and cabin crew initiatives
  • Work in collaboration with internal and external stakeholders ensuring information is communicated in a timely manner and that all data is recorded accurately and delivered against timescales and supplier contractual agreements including invoice auditing and coding
  • Coordinate with stakeholders to ensure timely updates on product rollouts, service concepts, and CSAT developments.Ensure accurate data capture, delivery, and follow-up to confirm successful implementation
  • Support on clear, engaging communications such as cabin crew briefs, newsletters, and operational documentation to keep cabin crew informed and aligned
  • Support where required on onboarding communications and coordinate the setup of devices, applications, and IT accounts, ensuring a smooth start for new cabin crew members
  • In partnership with Cabin Crew Management, provide operational and administrative support as required
  • Contribute to performance discussions with Cabin Crew Executives to support the evaluation of senior cabin crew and cabin crew contracts
  • Actively participate in crew engagement initiatives, including cabin days and other events, fostering a strong sense of community and connection. Occasional travel to Marrakech and Agadir to support In-Flight Services
  • Conduct ramp and supplier unit visits, performing spot checks on loading and product quality to support menu and range updates as needed

Requirements:

  • Strong organisational and time-management skills, with the ability to prioritise tasks
  • Excellent communication skills
  • Accuracy, attention to detail and problem-solving abilities
  • Ability to work independently and as part of a team
  • Sound IT skills to include the Microsoft suite together with a natural aptitude to learn in-house systems
  • Proven track record of working in a customer service environment
  • Effective collaboration skills and the ability to work independently using own initiative with the confidence to escalate where appropriate
  • Ability to implement and embed new ways of working

Nice to have:

  • Previous cabin crew experience or aviation background is considered an advantage
  • Fluency in English, French, and Arabic is a valuable advantage
  • Willingness to travel as required and driving license as required
What we offer:
  • Attractive remuneration from 5000 Dirhams per month, plus meal allowance of 130 and transport allowance of 250 per month, discretionary bonus schemes, generous travel benefits, extensive health & well-being support
  • Flexible working: Work is something you do, not somewhere you go. We encourage a healthy work-life balance with a dynamic working environment
  • A career to shape: Access the TUI Learning Hub to level-up and reach your ambitions
  • Broaden your network: We champion intercultural collaboration and provide opportunities to work on global projects and team
  • Community: Get involved with incredible local charity and sustainability initiatives like the TUI Care Foundation

Additional Information:

Job Posted:
December 28, 2025

Employment Type:
Parttime
Work Type:
Hybrid work
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