Customer Experience Airport Team Leader Job at TUI (Birmingham)

Airport Team Leader

As a Customer Experience Airport Team Leader at TUI, you'll be the friendly face...

Location

United Kingdom , Manchester

Salary:

Not provided

TUI

Expiration Date

Until further notice

Requirements

Proven experience in a team leadership or management role
Ability to motivate and develop team members
Committed to excellent customer service
Remains calm under pressure
Experience handling difficult conversations
Strong communication skills
Attention to detail
Ability to effectively support a team in resolving customer issues promptly
Makes informed decisions and handles escalated situations within tight timeframes
Effective collaboration skills while working independently

Job Responsibility

Leading shifts as the primary escalation point
Directing team while proactively managing customer needs and daily tasks
Supporting Airport Representatives
Acting as key contact between Customer Operations, Ground Handling Agents, and Station Operations Coordinators
Resolving customer issues face-to-face using established policies
Reporting incidents and trends daily
Helping team develop efficient solutions during disruptions
Traveling to various UK airports with pre-agreed expenses covered
Maintaining excellent customer care while balancing business needs
Managing delegated spending authority

What we offer

Fantastic holiday benefits including discounts and special offers
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
Community day - time to spend working at a local charity or community
Pension scheme and life assurance

Fulltime

Airport Representative Team Leader

Our Customer Experience Airport Rep Team is an integral part of our business. Th...

Location

United Kingdom , Stansted

Salary:

30000.00 GBP / Year

TUI

Expiration Date

Until further notice

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

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

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

Fulltime

Airport Representative Team Leader

Our Customer Experience Airport Rep Team is an integral part of our business. Th...

Location

United Kingdom , Stansted

Salary:

30000.00 GBP / Year

TUI

Expiration Date

Until further notice

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

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

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

Fulltime

New

Customer Experience Airport Team Manager

Join our TUI team as a Customer Experience Regional Airport Team Manager in Manc...

Location

United Kingdom , Manchester

Salary:

Not provided

TUI

Expiration Date

Until further notice

Requirements

Customer-centric mindset with a passion for service excellence and creating memorable travel experiences
Proven leadership and coaching skills, experienced in managing medium to large teams effectively
Ability to think strategically with the ability to influence service delivery decisions while maintaining commercial awareness
Ability to work effectively under pressure and confidently handle escalated situations
Excellent communication skills, both written and verbal, enabling effective stakeholder management
Comfortable using digital tools and systems to enhance operational efficiency
Flexible to work weekends and bank holidays
Must live within 45 minutes of Manchester Airport, be able to drive, and be able to travel between assigned bases

Job Responsibility

Represent TUI across assigned UK airports, ensuring seamless customer service delivery and operational excellence for travellers
Lead a team of up to 30 staff including Team Leaders and Representatives, coaching and developing them to deliver exceptional customer experiences
Act as the central contact for Customer Operations and ground handling agents, making fast, data-driven decisions during disruptions
Provide comprehensive customer service regarding customers’ holidays, ensuring their journey is as smooth as possible
Handle complex customer issues efficiently, ensuring all complaints and requests are documented and resolved promptly
Responsible for monthly and weekly reporting, monitoring customer pain points, trends, and compensation spend, along with maintaining accurate logs and handovers
Work collaboratively with TUI stakeholders within the airport and beyond, influence customer service strategies, ensure consistent service delivery, and contribute to continuous improvement initiatives

What we offer

Attractive remuneration
Discretionary bonus schemes
Generous travel benefits
Extensive health & well-being support
Flexible working
Access to the TUI Learning Hub
Opportunities to work on global projects and teams
Community involvement with local charity and sustainability initiatives like the TUI Care Foundation

Fulltime

Team Leader

As a Team Leader you will support the Assistant Manager to ensure the smooth and...

Location

United Kingdom , Manchester

Salary:

14.00 GBP / Hour

Pasta Evangelists

Expiration Date

Until further notice

Requirements

Previous experience in a supervisory role within the food and beverage industry, ideally in a fast-paced airport environment
Able to undertake a criminal record check
Passionate about delivering excellent customer service and have a customer-centric approach to your work
Strong leadership qualities and can effectively lead and motivate a team to achieve goals
Excellent organisational skills and pay attention to detail to ensure smooth operations and compliance with standards
Promote dynamic environments and can adapt quickly to changing circumstances and priorities
Excellent communication skills, both verbal and written, and can effectively communicate with diverse stakeholders
Flexibility in hours, airport shifts can start at 3am
Strong problem-solving skills and can effectively resolve issues as they arise, making quick decisions when necessary

Job Responsibility

Supervise and motivate the team, ensuring they are well-trained and equipped to deliver exceptional service. Assign tasks and provide guidance
Oversee day-to-day operations, including inventory management, stock replenishment, and cash handling. Ensure adherence to health and safety protocols and maintain cleanliness standards
Lead by example in providing excellent customer service. Assist the Assistant Manager to handle customer inquiries, resolve complaints, and strive to enhance customer satisfaction
Assist the Assistant manager to implement strategies to drive sales and maximise revenue generation. Monitor sales performance, identify opportunities for upselling, and contribute to the development of promotional activities
Ensure compliance with airport regulations, company policies, and procedures. Stay updated on relevant industry standards and implement necessary changes to maintain compliance
Foster a collaborative work environment within the team

What we offer

Competitive salary to attract best talent
Join a dynamic, fast-moving & diverse team
Duty free discounts excluding alcohol and cigarettes
Regular team socials and pasta tastings
Free Pasta Evangelists products
Referral bonus Scheme
Cycle to work scheme
28 days of paid annual leave (bank holidays inclusive)

Fulltime

Manager, Brand Delivery and Employee Engagement

A new role within the Guest Experience organization, the Manager, Brand Delivery...

Location

United States , Dallas

Salary:

Not provided

Collinson

Expiration Date

Until further notice

Requirements

Bachelor’s degree in Marketing, Hospitality, or related field
Minimum of 5 years' experience in brand management, guest experience, hospitality or airport operations
Proven success leading brand, service, or employee engagement initiatives across multiple locations
Experience within premium hospitality, travel, or airport environments is highly desirable
Experience in evaluating programs or processes and finding areas of improvement, ideally in guest experience or employee engagement
Strong communication skills, with the ability to clearly convey brand and engagement details across departments and senior leadership
Excellent organizational skills with the ability to work independently, self-motivate, and manage tasks across teams
Strong attention to detail, ensuring that processes are accurate and compliant
Entrepreneurial mindset, able to be proactive and organized while driving projects independently with minimal supervision
Passion for hospitality with a deep commitment to creating exceptional guest and employee experiences

Job Responsibility

Translate brand guidelines into actionable, operational & design standards that enhance the customer journey
Champion the guest experience across every lounge, ensuring brand standards are requirements are met while engaging with in-lounge leaders and front-line team members
Conduct brand and hospitality audits, identifying opportunities for continuous improvement
Collaborate closely with internal and external training experts to identify key areas of focus and assist in developing an actionable, deliverable training strategy
Hold all in-lounge, above lounge, and front-line team members accountable for brand delivery, to include service, design, guest-facing collateral, and food and beverage requirements
Act as a brand ambassador monitoring and analyzing guest feedback, CSAT metrics, and compliance data, driving continuous improvement
Partner with cross-functional teams to align on brand delivery and guest experience goals
Work alongside internal and external stakeholders to identify best practices for communication, brand delivery tools, new team member onboarding, and new and existing delivery programs
Lead brand implementation and training for new lounge openings and refurbishments ensuring seamless integration of all brand standards
Develop and implement employee engagement programs that reinforce brand values, ensure our team members feel heard and cared for, and celebrate service excellence and life events

What we offer

100% employer paid medical, dental, life & LTD insurance for employees
100% match to your 401k deferrals (limited) with 100% vesting at 6 months
Supplemental Insurance including STD, additional Life
Priority Pass Membership
Global Mentoring Program
Wellness Programs
Lifestyle Benefits

Fulltime

New

Team leader

As a Team Leader at Grindsmith, you lead by doing. You’ll run high-energy shifts...

Location

United Kingdom , Manchester

Salary:

13.05 GBP / Hour

WHSmith Group

Expiration Date

Until further notice

Requirements

Experience leading teams in retail or hospitality
A calm, confident communicator who brings people together
A sharp eye for detail and a love for quality
Someone who thrives on solving problems and planning ahead
A passion for craft coffee, great food, and warm, authentic service
Super flexible team players who can roll with the airport rhythm and bring positive energy to every shift
Previous Barista experience preferred but not essential for the right candidate
A valid passport
A complete 5-year history (employment, education, travel, or volunteering)
A criminal record check (DBS)

Job Responsibility

Leading shifts and creating a positive, high-performing team environment
Coaching your team on the floor and celebrating wins together
Keeping things running smoothly—stock, safety, service, and smiles
Serving up top-notch coffee, food, and hospitality
Living and breathing the Grindsmith values, every single shift

What we offer

Be part of a bold, of a new Manchester-born coffee brand
Work in a buzzing airport location where no two days are the same
Grow with us—development opportunities and career progression
Enjoy staff discounts, partner perks, and a free meal and drink every shift
Be yourself in a vibrant, values-led workplace
Free Car Park - On shift
Un Sociable Hours Pay - Uplift
Shift patterns that suit airport hours, with a supportive team around you
Free car parking onsite at Manchester Airport while at work
A strong development culture and opportunities to grow within the business

Parttime

New

Team leader

As a Team Leader at Grindsmith, you lead by doing. You’ll run high-energy shifts...

Location

United Kingdom , Manchester

Salary:

26465.40 GBP / Year

WHSmith Group

Expiration Date

Until further notice

Requirements

Experience leading teams in retail or hospitality
A calm, confident communicator who brings people together
A sharp eye for detail and a love for quality
Someone who thrives on solving problems and planning ahead
A passion for craft coffee, great food, and warm, authentic service
Super flexible team players who can roll with the airport rhythm and bring positive energy to every shift
Must pass aviation security clearance including a valid passport, a complete 5-year history, and a criminal record check (DBS)

Job Responsibility

Leading shifts and creating a positive, high-performing team environment
Coaching your team on the floor and celebrating wins together
Keeping things running smoothly—stock, safety, service, and smiles
Serving up top-notch coffee, food, and hospitality
Living and breathing the Grindsmith values, every single shift

What we offer

Development opportunities and career progression
Staff discounts
Partner perks
A free meal and drink every shift
Free Car Park - On shift
Un Sociable Hours Pay - Uplift

Fulltime

Customer Experience Airport Team Leader

TUI

Location:
United Kingdom , Birmingham

Category:
Hospitality and Tourism

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Additional Information:

Job Posted:
January 15, 2026

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