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Customer Experience Airport Representative

https://www.tui.com Logo

TUI

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Location:
United Kingdom , Gatwick

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Category:
Hospitality and Tourism

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Contract Type:
Not provided

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Salary:

27000.00 GBP / Year
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Job Description:

Join the TUI Customer Experience Airport Representative Team at Gatwick Airport and be the welcoming face our customers rely on during their travel. Whether dealing with disruptions or navigating complex travel protocols, you’ll work closely with our internal teams to ensure a smooth experience for all our customers. As the first point of contact for customers, you’ll resolve issues on the day of travel, following our customer policies. You’ll work shifts, including weekends, nights, and bank holidays, supporting the Customer Operations Team and upholding the TUI brand. Shifts can be up to 12 hours and vary with the flight schedule. You may assist at nearby airports or support customers in other business areas.

Job Responsibility:

  • Working on a shift basis, responsible for supporting our customers face to face at UK airports with any on the day disruption which may include but isn’t limited to, queue management, frequently changing travel protocols, entry requirements, flight delays, irregular & standard disruption, events, issues, incidents, and crisis situations
  • Deliver exceptional face-to-face support to customers at our airports, including in times of operational disruption
  • Quickly assess and address individual customer needs with tailored solutions. Escalating to the Customer Experience Airport Management team for support where required to offer a solution to the customer in all areas of the airport including land side and airside
  • Work closely with internal teams to ensure a smooth and seamless customer journey – helping to ensure we are offering solutions which are balanced with both the customer and business in mind
  • Maintain accurate logs of daily events impacting customers. Completing handovers and participating in shift briefings

Requirements:

  • Able to work, days, nights, weekends, bank holidays, and shift lasting up to 12 hours
  • Customer-focused with a passion for travel and excellent service
  • Calm under pressure, able to handle difficult conversations, and thrive in high-pressure environments by making informed decisions quickly
  • Strong written communication skills and attention to detail
  • Effective collaborator with the ability to work independently and escalate issues appropriately
  • Confident with technology and using systems to support development and customer service
  • Fluent in English, both spoken and written
  • Able to obtain a full and valid Airside ID, requiring a UK Disclosure Barring Service check. This requires you to provide 5 years of employment and education references
  • Must be 18 years of age before the start date
  • Able to travel to and from the airport on a 24-hour basis
What we offer:
  • Fantastic holiday benefits, including discounts and special offers
  • Health and wellbeing support in financial, health, social, community, and career areas
  • Discretionary bonus scheme
  • Excellent foreign exchange rates
  • Pension scheme and life assurance

Additional Information:

Job Posted:
February 04, 2026

Work Type:
On-site work
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