Airport Coordinator, Birmingham

Job Description

Joining the TUI Airport Operations Team, youll be the friendly face who our customers can depend upon when faced with uncertainty on the day of travel at UK airportsbe that during periods of disruption or when navigating the varying complex entry requirementsas a result of COVID 19.Youll be helping to support the AirportCustomer OperationsRepresentatives as well as being a key contact for both the Customer Operations Team and the ground handling agents at UK airports to support our customers and ensure they have a seamless UK airportexperience.Youll also be responsible for supporting the airport reps in solving issues on the spot, face to face, for our customers on the day of travel, using the application of pre-determined customer policies. Working within the general hours of 9-5 (includes weekends& bank holidays);youll be supporting the wider Customer Operations Team in the initial response to customeroperationaldisruption.Joining us will not only provide opportunities for you to grow your career, but the benefits of being part of an exciting global team.ABOUT THE JOB

• Responsible on a daily basis in supporting our airline reps and customers face to face at UK airports with any on the day disruption which may include but isnt limited to, queue management, document checking and COVID travel protocols.
• Responsible for helping the team to resolve issues face to face and act as an escalation point for the airport reps. Youll also be joining daily operation calls with the wider Customer Operations Team to review & offer a quick solution to the customer
• Responding to customer queries on the day of travel with pre-determined customer policies
• Accountable for ensuring the airport reps are maintaining accurate logs of all daily events impacting the customers of all tour operating businesses which are used as reference material by other departments.Maintaining efficient and detailed handovers&proactively updating relevant stakeholders with trends etc
• Working with the wider customer operations team and customer operations/care manager to review daily feedback helping to ensure we are offering solutions which are balanced with both the customer and business in mind
• Accountable for the completion of daily and nightly administration tasks as directed by line managers as well as reports or Management Information (MI) as requested.This will include updating the information on the SAT brief, submitting daily feedbackreports on key issues, finding alternative solutions for customers who have been denied boarding, updating TEAMS page with essential travel info etc.
• Ensuring delivery of pre agreed objectives & KPIs

ABOUT YOU

• Customer centric witha passion for driving improved customer service&the ability to remain calm in high pressure situations
• Experience ofholding difficult conversationswith customers face to face
• Ability to support a small team of people in resolving customer issues quickly and effectively
• A high standard of written communicationwith good attention to detail
• Ability to represent the company with customers and maintain the high standards of customer service expected
• Ability to make informed decisions& review/resolve simple escalated situations
• Effective collaboration and networking skills and the ability to work independently using own initiative with the confidence to escalate incidents where appropriate
• Ability to cope with pressuremulti-task andmake informed decisionswithintight deadlines

ABOUT OUR OFFER

• Fantastic holiday benefits including discounts, special offers and the ability to purchase additional TUI time off
• Health and Wellbeing support in five key areasFinancial, Health, Social, Community and Career
• Excellent rates with foreign exchange
• Pension scheme andlife assurance.

At TUI, we know people are as diverse as the destinations we send our customers to.We love to see your uniqueness shine through and inspire the future of travel. If you would like to read more about what Diversity & Inclusion means to us simply visit ourSmile pageClick here