Customer Operations Manager, TUI

Customer Operations Manager

TUI

Location:
United Kingdom, Luton

Category:
Customer Service

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

The Customer Operations Manager will lead a 24/7 team of skilled executives, handling TUI UK&I customer incidents and disruptions, and making escalated decisions outside normal policies. This role involves team management, recruitment, training, and setting objectives, requiring strong communication skills. Collaborate with Airline, Cruise, and Retail departments to make customer-centric decisions while protecting the TUI brand.

Job Responsibility:

Lead a 24/7 operations team of skilled executives, handling customer incidents and disruptions
Make escalated decisions outside normal policies to ensure customer-centric solutions
Collaborate with departments such as Airline, Cruise, and Retail to protect the TUI brand
Support day-to-day communication escalations and provide guidance for crisis responses
Work with the Customer Care Manager and Dynamic Duty Office Manager to address feedback and share best practices
Monitor communication effectiveness and ensure adherence to company guidelines
Foster continuous improvement and efficient working within the team
Assist the Senior Incident & Operations Manager with various tasks and projects.

Requirements:

Ability to cover 12-hour shifts on a rotational basis, including weekends and bank holidays
Capability to challenge senior-level decisions during crises or disruptions
Excellent grammatical skills for drafting letters, policies, and communications
Proven experience leading and developing diverse teams across a 24/7 rota pattern
High attention to detail and exceptional time management skills
Strong collaboration and networking skills, with the ability to manage escalated incidents confidently
Ability to handle pressure, multitask, and make informed decisions within tight deadlines.

What we offer:

Attractive remuneration
discretionary bonus schemes
generous travel benefits
extensive health & well-being support
access to the TUI Learning Hub
opportunities to work on global projects and teams
local charity and sustainability initiatives.

Additional Information:

Job Posted:
May 01, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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