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

TUI
TUI
Verified Company
Newcastle Upon Tyne, United Kingdom

4 weeks ago

Tom O´Connor

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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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