Customer Operations Manager, TUI

TUI

Location:
United Kingdom, Luton

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

The Customer Operations Manager plays a pivotal role within the Tour Operator function, working collaboratively with four fellow managers to lead a 24/7 team of 18 Customer Operations Executives. This team is the first point of contact for all TUI UK&I customer incidents and disruptions, including escalations that fall outside standard policy. Reporting to the Senior Customer Operations and Incident Manager, this role carries full team management responsibilities, including recruitment, training, setting objectives, and contributing to business planning. Strong communication and collaboration skills are essential to co-manage effectively across the wider leadership team. This role is onsite at Wigmore House, Luton, and includes a pattern of 12-hour shifts (day and night) including weekends and bank holidays.

Job Responsibility:

Lead, recruit, and train the 24/7 Customer Ops team to manage daily and major disruptions, resolve customer issues, and escalate incidents in line with TUI UK&I policies and crisis procedures
Drive high performance by regularly coaching & developing your team, managing under-performance as appropriate
Lead the operational response alongside the Senior Customer Ops & Incident Manager team in the event of crisis/customer incident
Act as the initial escalation point for incidents or disruption both during and out of office hours
Leading the customer operations team in our vision of being the ‘hub’ of the UK&I business – promoting the operational function, building relationships with stakeholders & setting a high example of lean ways of working to the team of execs
Lead an engaged team of customer ops execs – this will be done with regular performance reviews & retrospective feedback to individuals on how they’ve handled specific instances of customer disruption, applied their empowerment etc
Own the customer communication workstream for flight delays over 3 hours, ensuring timely, brand-aligned messaging to minimise reputational risk and customer dissatisfaction
Deliver regular operational reports to senior stakeholders.

Requirements:

Proven experience leading and operating within a 24/7 incident response team
Strong customer-centric approach with a passion for enhancing customer service within a large team
Effective collaboration skills as part of a wider management team, with effective communication abilities
Excellent grammatical skills, able to draft letters, customer policies, and communications for publication
Proven ability to lead change, develop, and engage teams
Capability to challenge senior-level decisions, up to Director level, during crises or disruptions, and make informed decisions
Strong collaboration and networking skills, able to work independently and manage escalated incidents confidently
Ability to handle pressure, multitask, and make informed decisions within tight deadlines
Innovative thinker who is not afraid to challenge conventional ideas
Experience in handling difficult conversations with customers over the phone
Ability to represent the company at a senior level with external third parties, such as ABTA/FCDO
Knowledge of overseas operations, Retail, Airline, Cruise, and Contact Centres is desirable.

Nice to have:

Knowledge of overseas operations
Retail
Airline
Cruise
Contact Centres

What we offer:

Diversity, equity, and inclusion policies
Support for candidates with disabilities and impairments

Additional Information:

Job Posted:
September 13, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Customer Operations Manager

TUI

Location:United Kingdom, Luton

Category:Customer Service

Contract Type:Not provided