Customer Controller, TUI

TUI

Location:
United Kingdom, Luton

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

Our goal within the new TUI Operations Control Centre (TOCC) is to be a truly integrated service provider to the Airlines across the Group. The main objective is to drive operational excellence at the very best possible cost and to offer the best possible service to our customers within the Airlines whilst maintaining operational integrity and safety/security in a fast-paced environment. As a Customer Controller, you will be part of a multi-disciplinary team of experts actively overseeing the TUI Airline flying programme aiming to drive efficiency and innovation, ensuring safe, compliant and punctual delivery of the flying programme whilst assuring the customers’ needs are met.

Job Responsibility:

Coordinate logistics and daily customer-related activities for TUI Airline customers
Support irregular operations by analysing impacts on customer journeys and making informed decisions to minimise disruption
Communicate timely and accurate information to Ground Handling Agents, Tour Operators, and other stakeholders
Liaise with suppliers to arrange hotels and transport during operational disruptions
Manage on-the-day welfare activities for customers during delays and disruptions, ensuring the best service while minimising financial impact
Provide expert advice on dangerous goods regulations and passport/visa information to avoid safety risks and financial penalties
Develop relationships with key internal departments and create a feedback culture to meet customer and stakeholder expectations
Maintain accurate records of events for financial reconciliation and to respond to customer issues

Requirements:

Relevant experience in a logistical operational function, preferably in aviation
Ability to make decisions in a complex, fast-moving environment, considering future implications and evaluating costs and benefits
Initiative and logical thinking, with the ability to identify key drivers and think outside the box
Experience operating within a virtual airline context, managing multiple stakeholders across different countries and understanding cultural differences
Strong team player with excellent interpersonal skills, able to build a network of contacts and influence others
Resilience and a “can do” attitude, thriving under time pressure to solve operational issues
Customer-focused, understanding and anticipating customer needs during irregular operations while ensuring regulatory compliance and considering financial impact
Proficient in digital systems and technology, including Microsoft Office and various airline systems

What we offer:

Attractive remuneration, discretionary bonus schemes, generous travel benefits, extensive health & well-being support
Work is something you do, not somewhere you go. We encourage a healthy work-life balance with a dynamic working environment
Access the TUI Learning Hub to level-up and reach your ambitions
We champion intercultural collaboration and provide opportunities to work on global projects and teams
Get involved with incredible local charity and sustainability initiatives like the TUI Care Foundation

Additional Information:

Job Posted:
April 26, 2025

Expiration:
May 16, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Customer Controller

TUI

Location:United Kingdom, Luton

Category:Customer Service

Contract Type:Not provided