TOCC Customer Controller

Our goal within the new TUI Operations Control Centre (TOCC) is to be a truly integrated service provider to the Airlines across the Group. The main objective is to drive operational excellence at the very best possible cost and to offer the best possible service to our customers within the Airlines whilst maintaining operational integrity and safety/security in a fast-paced environment.

As a Customer Controller, you will be part of a multi-disciplinary team of experts actively overseeing the TUI Airline flying programme aiming to drive efficiency and innovation, ensuring safe, compliant and punctual delivery of the flying programme whilst assuring the customers’ needs are met. The Customer Controller on shift will be responsible for delivering time critical logistics at airports worldwide to ensure our customers across the 5 TUI airlines are fully supported during irregular flight operations. You are part of the TOCC team on shift, responsible for coordinating and managing the 24/7 logistics (accommodation and transport bookings as well as provision of welfare) for our Airline customers in the event of a delay. In this role, you’ll report to the TOCC Customer Controller Team Leader.

These are shift based roles operating 12 hour shifts on a rotating pattern covering days and nights/7 days per week, ordinarily on a 4 on/4 off basis.

• Personal benefits: Attractive remuneration, discretionary bonus schemes, generous travel benefits, extensive health & well-being support, and more.
• Flexible working: Work is something you do, not somewhere you go. We encourage a healthy work-life balance with a dynamic working environment.
• A career to shape: Access the TUI Learning Hub to level-up and reach your ambitions.
• Broaden your network: We champion intercultural collaboration and provide opportunities to work on global projects and teams.
• Community: Get involved with incredible local charity and sustainability initiatives like the TUI Care Foundation.

• Coordinate logistics and daily customer-related activities for TUI Airline customers.
• Support irregular operations by analysing impacts on customer journeys and making informed decisions to minimise disruption.
• Communicate timely and accurate information to Ground Handling Agents, Tour Operators, and other stakeholders.
• Liaise with suppliers to arrange hotels and transport during operational disruptions.
• Manage on-the-day welfare activities for customers during delays and disruptions, ensuring the best service while minimising financial impact.
• Provide expert advice on dangerous goods regulations and passport/visa information to avoid safety risks and financial penalties.
• Develop relationships with key internal departments and create a feedback culture to meet customer and stakeholder expectations.
• Maintain accurate records of events for financial reconciliation and to respond to customer issues.

• Relevant experience in a logistical operational function, preferably in aviation.
• Ability to make decisions in a complex, fast-moving environment, considering future implications and evaluating costs and benefits.
• Initiative and logical thinking, with the ability to identify key drivers and think outside the box.
• Experience operating within a virtual airline context, managing multiple stakeholders across different countries and understanding cultural differences.
• Strong team player with excellent interpersonal skills, able to build a network of contacts and influence others.
• Resilience and a “can do” attitude, thriving under time pressure to solve operational issues.
• Customer-focused, understanding and anticipating customer needs during irregular operations while ensuring regulatory compliance and considering financial impact.
• Proficient in digital systems and technology, including Microsoft Office and various airline systems.

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.

At TUI, safety is our top priority. We conduct thorough background checks on all employees who join our Airline. Rest assured; we’ll guide you on the necessary information you need to provide at each stage. Please note that if you are applying for a role in the UK, you must ensure you can provide a full 5 years referencing, plus a criminal record check for all countries you’ve resided in for more than 6 months in the past 5 years (some costs may apply).