Customer Care Executive

6 days ago

Luton, United Kingdom TUI Full time

The Customer Care Executive will be an integral part of the Customer Welfare & Incident Management team. The role holder will be responsible for investigating serious incidents and complaints with relevant stakeholders and liaising with customers to ensure full end to end support is provided. You will be at all times ensuring the customer is at the heart of our decision making, whilst protecting the TUI brand.

The Customer Care Executive will identify and follow up on any customer welfare needs. This will involve close collaboration with the teams from TUI Musement, Cruise, Retail, Legal, Press, Health & Safety and Contact Centres, including supporting with customer policy decisions and dealing with highly sensitive issues.

**Our Customer Welfare & Incident Management team is in Luton, but TUI believes that work is something you do, not somewhere you go. For this position, we will be able to offer a blend of home and office working, but due to the nature of the role you will come to the offices approx twice per week. Please note the welfare offices are open 8-8pm including weekends, so the role holder will work a varied shift pattern.

ABOUT THE JOB

Day to day management of customer incidents, including maintenance of incident log sheet, ensuring all customer welfare issues highlighted have been fully followed through to resolution and closure
Provide support and guidance to TUI colleagues (Musement, Retail, Cruise, Airline, Customer Operations) when managing serious incidents and keep key stakeholders updated on progress
‘On the spot’ escalation to senior managers for high impact issues/incidents in order to protect the TUI brand and ensure our customers are at the centre of any decisions made
Support affected customers by telephone and follow up decisions in writing to ensure customers are fully satisfied with the action taken
Working closely with the Director’s team in Swansea to ensure full closure of serious complaints received into our After Travel Team
Identify root cause issues and liaise with business owners to ensure full resolution of the issue to prevent reoccurrence
Ad Hoc support for wider Customer Welfare team, Customer Operations and Contact centre as required
Support in Crisis situations with customer communications & policy decisions (maybe outside regular office hours)

ABOUT YOU

Customer-centric with the ability to hold difficult/sensitive conversations over the phone
Attention to detail with experience of communicating with and on behalf of senior managers (to Director level)
Flexibility to work weekends on a rota basis (once a month)
Flexibility to work ‘out of hours’ in crisis situations
Effective collaboration and networking skills and the ability to work independently using own initiative.
Ability to cope with pressure, make informed decisions and work to tight deadlines
Knowledge of the overseas operation is essential.
Knowledge of Retail, Airline, Cruise & Contact Centres is desired
Knowledge of Connect (Pega), C4C & Risk Console 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
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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