Airport Customer Experience Coordinator

1 month ago


Horley, Surrey, United Kingdom TUI Full time

About the Role


We are seeking a highly skilled and customer-focused individual to join our airport team as an Airport Customer Experience Coordinator.



Job Description

  • Support customers face-to-face at UK airports, providing assistance with on-the-day disruptions such as queue management, changing travel protocols, entry requirements, flight delays, irregular and standard disruptions, events, issues, incidents, and crisis situations.
  • Work collaboratively with internal teams to ensure seamless customer journeys.
  • Maintain accurate logs of daily events impacting customers, used as reference material by other departments.
  • Proactively update stakeholders on trends and maintain efficient handovers.
  • Support the Airport Team Leader/Manager in delivering pre-agreed objectives and KPIs.
  • Enjoy a 3 days on, 3 days off shift pattern.


About You

  • You must be customer-centric with a passion for travel and excellent customer service, able to remain calm in high-pressure situations.
  • Experience holding difficult conversations with customers face-to-face is essential.
  • A high standard of written communication with good attention to detail is required.
  • Effective collaboration skills and the ability to work independently using your initiative are necessary.
  • Confidence in technology use, accessing, and utilizing systems to support development and customers is required.
  • Fluency in English, both spoken and written, is mandatory.
  • You must be able to obtain a full and valid Airside ID, requiring a UK Disclosure Barring Service check, 5 years' work or education history verifiable by references, and a valid passport.
  • Must be 18 years old before start date, checked during recruitment.
  • Ability to travel to and from the airport on a 24-hour basis by car or public transport.


About Our Offer

  • Excellent 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.
  • Foreign exchange rates with discounts at retailers.
  • Discovery day - time to spend working at a local charity or community.
  • Pension scheme and life assurance.


Estimated Salary

£22,000 - £28,000 per annum, based on experience and location, making it an attractive offer for those passionate about customer service and travel.



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