Customer Experience Newcastle Airport Team Manager - Newcastle Upon Tyne, United Kingdom - TUI

TUI

Verified Company

Newcastle Upon Tyne, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

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Description

Our TUI Airport Operations Team is an integral part of our business.

They're a friendly face, and someone who our customers can depend upon when faced with uncertainty on the day of travel at UK airports.

There maybe a requirement to work at various UK airports due to the operational nature of the role.

The UK airports allocated will take into account your geographical location and pre-agreed petrol costs/expenses will be covered where you are not workingat your pre-agreed base.

There is a requirement to work at various UK airports due to the operational nature of the role.

The UK airports allocated will take into account your geographical location and pre-agreed petrol costs/expenses will be covered where you are not working atyour pre-agreed base.

ABOUT THE JOB

Responsible for driving our TUI Values and creating exceptional customer service across all airports and managing a team of up to 30 staff members.
Lead & train the Customer Experience Airport Team Leader & Rep Team to resolve day to day incidents and queries
Drive high performance by regularly coaching & developing your customer service team
Lead an engaged CX airport Team this will be done with regular performance reviewes & retrospective feedback to individuals on how they've handled specific instances of customer disruption and applied their empowerment etc
Working with the wider customer operations team and customer operations/care manager, internal airport operations team and ground handling agents to review daily feedback

- helping to ensure we are offering solutions which are balanced with both the customerand business in mind

Managing an additional Special Assistance Team (SAT) whilst in your airports ensure consistent levels of service for customers who have been involved in a crisis.
Create & lead an open and honest culture of continual positive & constructive feedback within the team
Leading on customer service improvements within your airport remit and working collaboratively with the CX airport Management team to drive high performance and sharing best practice.
Confident in driving new trial technology.

ABOUT YOU

Customercentric with a passion for driving improved customer service & the ability to remain calm in highpressure situations
Experience in holding difficult conversations with customers and employees face to face
Ability to train & support a medium to large team of people in resolving customer issues quickly and effectively
A high standard of written communication with good attention to detail
Ability to make informed decisions & review/resolve 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 pressure, multitask and make informed decisions within tight deadlines
Confident in using technology and company systems.
Flexibility in being able to work weekends and support holiday cover

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 areas
Financial, Health, Social, Community and Career
Discretionary Bonus Scheme
Private Medical Insurance, single cover with option to add dependants
Permanent Health Insurance
Excellent rates with foreign exchange
Pension scheme and life assurance

We want to be the best-loved holiday company not only for our customers, but for our colleagues too.

That's why we offer a variety of benefits that go above and beyond a competitive salary, so we can help you to live your best life happily at TUI.Click here tofind out more.

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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 Our DNA

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