Airport Representative

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 working closely with our Customer Operations Team and the ground handling agents at UK airports to support our customers and ensure they have a seamless UK airport experience.You will be responsible for 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 on a shift pattern basiswhich includes weekends & bank holidays;youll be supportingthe wider Customer Operations Team in the initial response to customer operational disruption.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 shift basis in supporting our 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 resolving customer issues, escalating to the Airport Customer Operations Co-ordinator and Customer Operations Team for support where required in order 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 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 relevantstakeholders 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.
• Supporting the Airport Co-Ordinator in the delivery of 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
• 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
• Effective collaboration 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 OUROFFER

• 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.

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 visitOur DNAIf you require any further information regarding this opportunity, please emailWe really value your interest in TUI and will be back in touch with you shortly after the application closing date.