Customer Operations Executive

3 weeks ago


Luton, United Kingdom TUI Full time

Working on a shift pattern basis which includes weekends & bank holidays; responsible for the initial response to all TUI UK&I on the day customer disruption & incidents in accordance with company procedures, you will support customers and colleagues impacted, ensuring the customer is at the heart of our decision making, whilst protecting the TUI brand.

Please note t here is a requirement to work in our Luton, Wigmore House offices due to the operational nature of the role. The current closing date is 8th January.
ABOUT THE JOB
Booking of new flights for customers who have missed their original flights.
Booking flights for immigration refusals as directed by UKBA and collating all paperwork in readiness to appeal against any charges that may be imposed against the airline.
Working with the Airline Customer Comms team to ensure delay letter templates are appropriate. Including any change to customer policy if appropriate.
Ensure immediate attention is given to all incidents affecting TUI UK &I customers and staff escalating when necessary. Ensuring each incident is logged on Risk Console and investigated thoroughly ensuring appropriate escalation and follow through.
Accountable for resolving “on the day” operational issues for TUI UK & I customers, ensuring where possible the cause of the problem is identified and action taken to avoid repercussion in the future and further cost to the business.
Ensure best possible service is provided to customers in destination when customers are impacted by a flight delay/issue - working closely with the airline operations team and destination team in order that a seamless delivery of service is maintained.
Accountable for maintaining and distributing chronological and 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.

ABOUT YOU
Customer centric with a passion for driving improved customer service
Experience of holding difficult conversations with customers over the phone.
A high standard of written communication with good attention to detail
Ability to represent the company at a senior level with external 3rd parties eg ABTA/FTO
Ability to make informed decisions
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 multi-task and make informed decisions within tight deadlines
Knowledge of overseas operations, Retail, Airline, Cruise & Contact Centres is desired

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
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 to find out more.

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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