Our Customer Experience Airport Rep Team is an integral part of our business. They’re a friendly face and someone our customers can depend upon when faced with uncertainty on the day of travel at airports across the UK – be that during periods of disruption or when navigating the varying complex entry requirements.
Please note that we anticipate a high number of applications for this role and therefore we encourage candidates to apply as soon as possible as we anticipate to close this vacancy in a short timeframe.
This position is fixed term for 6 months (April - October).
ABOUT OUR OFFER
- Salary: £29,000 per annum
- 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 and discounts with retailers
- Discovery day – time to spend working at a local charity or community
- Pension scheme and life assurance
ABOUT THE JOB
- Lead the shift, acting as the primary point of escalation and directing the team to where they are needed most. Proactively attend to customers\' needs and ensure the team is effectively managed in their day-to-day tasks.
- Support the Customer Experience Airport Representatives and be a key contact for the Customer Operations Team, Ground Handling Agents, and Station Operations Coordinators at UK airports to ensure a seamless experience for our customers.
- Solve issues on the spot, face-to-face, for our customers on the day of travel, using pre-determined customer policies. Work on a shift pattern basis (includes weekends, bank holidays, and nights) to support the wider Customer Operations Team in responding to operational disruptions.
- Communicate incidents and customer trends daily to the Customer Operations Team and help the rep team find quick and efficient solutions. Obtain and communicate data during daily operational disruptions.
- Work at various UK airports as required, with pre-agreed petrol costs/expenses covered when not working at your pre-agreed base.
- Always ensure the best possible level of customer care and service, balancing business and commercial needs by monitoring your own monetary spend within your delegated authority.
- Manage the team, keeping each staff member accountable for their service delivered to customers. Train and coach all staff members to continuously improve and be the go-to person for TUI customer service for the whole shift.
- Support the Customer Experience Airport Manager in delivering pre-agreed objectives and KPIs.
ABOUT YOU
- Customer Focus: Passionate about driving improved customer service and able to remain calm in high-pressure situations.
- Communicating Effectively: Experience in holding difficult conversations with customers and staff face-to-face. High standard of written and conversational communication with good attention to detail.
- Team Support: Ability to support a small team in resolving customer issues quickly and effectively.
- Decision Making: Ability to make informed decisions and review/resolve simple escalated situations, often with tight deadlines.
- Collaboration: Effective collaboration and networking skills, with the ability to work independently using your own initiative and the confidence to escalate incidents where appropriate.
- Resilience: Ability to perform well in high-pressure scenarios, multi-task and advocate for the wellbeing of customers and the team.
From a workplace to a place to belong. At TUI we embrace diversity, equity, and inclusion, encouraging everyone to come as you are, because together, our potential is limitless. We are committed to supporting candidates with disabilities and impairments so if you require any support, please do let us know.
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StudySmarter Expert Advice🤫
We think this is how you could land Airport Representative Team Leader in Birmingham
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like TUI AG.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like TUI AG. The earlier you apply, the better your chances, so keep your finger on the pulse!
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to TUI AG.
How to prepare for a job interview at TUI AG
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in TUI AG's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services TUI AG offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
