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Station Account Manager

TUI
Job LocationHorley
EducationNot Mentioned
SalaryCompetitive salary
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

The way we work across TUI Group Airlines is changing. The main goal of Ground Operations is the delivery of a consistent airport customer experience, proposition and service, developing compliant and consistent operating processes and procedures via third party delivery in all home bases and outstations.This role will be responsible for the execution and continuous improvement of a safe, efficient, consistent and compliant delivery of all aspects of airport customer services and operational activities through effective management of third-party suppliers, for a cluster of home and destination airports.You will execute these tasks under the management of the Region Manager and in close cooperation with the rest of the team in your region, such as the Ground Support Agents, where appropriate.This role will include On-Call and Emergency Response (ERP) duties.Due to the COVID-19 pandemic our ways of working are a bit different just now with most of our colleagues working from home. It’s very likely this role will begin with you being based at home, with the availabilityto go into the airport as operational requirements dictate. In either casethere will be lots of opportunities to connect with your colleagues via technology, and when we can get together face-to-face, we will.Applications close 5 February 2021How You Will Make An ImpactThere are many ways for you to get involved:

  • Manage and implement the delivery of safe, compliant, efficient, consistent and customer focused Ground Operations processes and activities for all airports in your dedicated region
  • Be responsible for managing relationships with third-party suppliers, Airport Authorities and government agencies at airports on a day to day basis
  • Conduct the performance management of GO activities/daily operations at airports (and 3rd parties) and give suggestions to drive efficiencies in Ground Operations processes and to drive down costs for all airports in the appointed area
  • Responsible for the delivery of operational SLAs and KPIs, ensuring the third-party suppliers deliver consistent and common TUI Ground Operations services and procedures to all relevant internal departments (pilots, cabin crew, local ops, 24/7 customer care, tour operators) through daily checks, executing regular quality assurance performance reviews and identify opportunities for change and improvement
  • Review all Ground Operations activities to ensure that they are compliant with authority requirements
  • Be involved in and expected to deliver new product initiatives and concepts on the ground and feed in ideas for new airport products and initiatives. You’ll support this by ensuring that consistent customer experience and service is delivered to passengers as defined by the local airline customer experience teams
  • Involvement in the implementation of ‘digitalised’ Ground Operations services in airports
  • Participate in operational On-Call and Emergency Response (ERP) rosters as required and support the investigation and analysis of GORs/NCs
  • Be an advocate for the local standards of the assigned airports and will demonstrate these practices in your daily responsibilities.
    • What You Will BringThere is more than one way to the perfect fit – here are some of the ideal things:
  • Significant experience in aviation ground handling
  • A self-motivated individual who takes the initiative and works collaboratively with a diverse team
  • Ability to work as part of an international team and collaborate with pan-European stakeholders
  • Understanding of Human Factors within the ground handling environment
  • Project management experience in a ground operations environment
  • Experience in the management of third-party suppliers focused on achieving required performance with the ability to stimulate and generate continuous improvement
  • A strong communicator with the proven ability to influence, develop a strong network of contacts throughout the industry and gain support and commitment from line managers and employees across the business and third parties
  • Ability to think commercially and operationally whilst ensuring full regulatory compliance is achieved and maintained
  • A logical thinker with the ability to generate ideas and alternatives
  • Demonstrable ability to clearly articulate concepts and arguments verbally and in written documentation
  • Ability to audit and check for compliance of in scope processes and in the event of any compliance breaches to be able to successfully investigate and resolve
  • Certification in a selection of ground handling procedures and regulations is highly desirable
  • Cultural sensitivity, with experience of working as part of a pan-European team
  • This role requires strong business English (written & spoken)
    • TUI and you
  • Fantastic holiday benefits including discounts, special offers and the ability to purchase additional ‘TUI time off’
  • Excellent rates with foreign exchange
  • Health and Wellbeing support in five key areas – Financial, Health, Social, Community and Career
  • Private Medical Insurance, single cover with option to add dependants
  • Permanent Health Insurance
  • Pension scheme, life assurance and options to buy shares
    • TUI is the UK’s largest tour operator, our key brands include TUI, First Choice, Marella Cruises and Crystal Ski Holidays. Our

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