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Tocc customer controller

https://www.tui.com Logo

TUI

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Location:
United Kingdom , Luton

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

As a Customer Controller within the TUI Operations Control Centre (TOCC), you will play a vital role in delivering exceptional customer experiences across both disruption and day-to-day operations. Working as part of a 24/7 shift team, you will be the voice of the customer in real-time, ensuring timely welfare, accurate communications, and seamless coordination with internal and external partners. This role is central to protecting the TUI brand, ensuring regulatory compliance, and supporting our ambition to be the most customer-centric airline in the industry.

Job Responsibility:

  • Delivering real-time customer support during disruption and BAU, including welfare, accommodation, and transport arrangements
  • Managing customer communications via digital platforms (e.g., 15Below, SMS, app), ensuring clarity, empathy, and consistency
  • Monitoring the flying programme and proactively identifying customer impact, taking swift action to minimise disruption
  • Liaising with Ground Handling Agents, Tour Operators, Musement, and Market teams to ensure customers are kept fully informed
  • Making timely decisions on welfare provision, balancing customer needs with financial and regulatory considerations
  • Providing subject matter expertise on EU261, visa/passport requirements, and dangerous goods acceptance
  • Maintaining accurate records of disruption events for financial reconciliation and customer case resolution
  • Supporting incident response by escalating issues, attending calls, and following predefined processes
  • Coordinating with suppliers to secure services during disruption and ensuring timely updates to stakeholders
  • Managing out-of-hours onboard catering issues, escalating where necessary
  • Contributing to continuous improvement by identifying service gaps and sharing feedback with the wider team
  • Acting as a brand ambassador, ensuring the customer is at the heart of every operational decision
  • Coordinating unruly customer reports and actioning in accordance with security protocols
  • Managing immigration refusals and advising GHA on passport and visa requirements & irregularities

Requirements:

  • Experience in a customer-facing or operational role, ideally within aviation or a similarly fast-paced, regulated environment
  • Strong decision-making skills under pressure, with the ability to balance customer experience, compliance, and cost
  • Excellent communication both written and verbal and interpersonal skills, with the ability to collaborate across diverse teams and cultures
  • A proactive, solutions-focused mindset with a passion for delivering outstanding customer service
  • Familiarity with EU261 and other customer welfare regulations, and confidence in applying them in real-time scenarios
  • Comfortable using digital tools and airline systems (e.g., DCS, reservation platforms, Microsoft Office)
  • Commercial awareness and the ability to make financially responsible decisions
  • Resilience and adaptability in a 24/7 shift-based environment
  • A team player who thrives in a collaborative, high-performance culture
What we offer:
  • Attractive remuneration, discretionary bonus schemes, generous travel benefits, extensive health & well-being support
  • Flexible working
  • Access the TUI Learning Hub
  • 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:
February 19, 2026

Expiration:
March 16, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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