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- Tasks: Be the friendly face for customers at airports, resolving travel issues and ensuring smooth journeys.
- Company: Join TUI, a leading travel company that values diversity and inclusion.
- Benefits: Enjoy a competitive salary, holiday perks, health support, and a bonus scheme.
- Why this job: Make a real difference in people's travel experiences while working in a dynamic environment.
- Qualifications: Customer-focused, calm under pressure, and able to work flexible shifts.
- Other info: Great opportunity for career growth and a chance to embrace your passion for travel.
The predicted salary is between 22000 - 30000 £ per year.
Overview
Join the TUI Customer Experience Airport Representative Team and be the welcoming face our customers rely on during their travel through airports across the UK and Ireland. Whether dealing with disruptions or navigating complex travel protocols, you’ll work closely with our internal teams to ensure a smooth experience for all our customers.
As the first point of contact for customers, you’ll resolve issues on the day of travel, following our customer policies. You’ll work shifts, including weekends, nights, and bank holidays, supporting the Customer Operations Team and upholding the TUI brand. Shifts can be up to 12 hours and vary with the flight schedule. You may assist at nearby airports or support customers in other business areas. The recruitment process includes an online assessment, a self-recorded digital interview, and an assessment day invitation.
The recruitment process includes an online assessment, a self-recorded digital interview, and an assessment day invitation. The assessment day will be held week commencing 20th October within the Manchester area (date and location subject to change due to operational reasons).
This role is fixed term with a start date of 20th November 2025 until the 31st October 2026.
Please note we are able to offer Part time of 33 hours and full time – please state in your application how many hours you are applying for.
Due to the popularity of our roles, we may close this position earlier than advertised if we receive a high number of applications – so we\’d recommend applying soon to avoid disappointment.
About Ouroffer
- Salary £26,125Per annum (Full Time)
- Fantastic holiday benefits, including discounts and special offers.
- Health and wellbeing support in financial, health, social, community, and career areas.
- Discretionary bonus scheme.
- Excellent foreign exchange rates.
- Pension scheme and life assurance.
About the Job
- Working on a shift basis, responsible for supporting our customers face to face at UK airports with any on the day disruption which may include but isn’t limited to, queue management, frequently changing travel protocols, entry requirements, flight delays, irregular & standard disruption, events, issues, incidents, and crisis situations
- Deliver exceptional face-to-face support to customers at our airports, including in times of operational disruption.
- Quickly assess and address individual customer needs with tailored solutions. Escalating to the Customer Experience Airport Management team for support where required to offer a solution to the customer in all areas of the airport including land side and airside.
- Work closely with internal teams to ensure a smooth and seamless customer journey – helping to ensure we are offering solutions which are balanced with both the customer and business in mind
- Maintain accurate logs of daily events impacting customers. Completing handovers and participating in shift briefings
About You
- Able to work, days, nights, weekends, bank holidays, and shift lasting up to 12 hours.
- Customer-focused with a passion for travel and excellent service.
- Calm under pressure, able to handle difficult conversations, and thrive in high-pressure environments by making informed decisions quickly.
- Strong written communication skills and attention to detail.
- Effective collaborator with the ability to work independently and escalate issues appropriately.
- Confident with technology and using systems to support development and customer service.
- Fluent in English, both spoken and written.
- Able to obtain a full and valid Airside ID, requiring a UK Disclosure Barring Service check. This requires you to provide 5 years of employment and education references.
- Must be 18 years of age before the start date.
- Able to travel to and from the airport on a 24-hour basis.
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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Airport Representative employer: TUI Cruises GmbH
Contact Detail:
TUI Cruises GmbH Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Airport Representative
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on TUI and their customer experience values. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Since you'll be dealing with customers face-to-face, try role-playing common scenarios with a friend. This will help you feel more confident when handling tricky situations during your assessment day.
✨Tip Number 3
Be yourself! During the self-recorded digital interview, let your personality shine through. TUI is looking for someone who is not just skilled but also a great fit for their culture, so don’t be afraid to show your passion for travel and customer service.
✨Tip Number 4
Apply through our website! We recommend submitting your application as soon as possible since these roles are popular and may close early. Plus, applying directly through us ensures you’re in the loop for any updates or opportunities.
We think you need these skills to ace Airport Representative
Some tips for your application 🫡
Get to Know Us: Before you start your application, take a moment to explore our website and get familiar with TUI's values and what we stand for. This will help you tailor your application to show how you fit into our team!
Be Clear and Concise: When filling out your application, make sure to keep your answers clear and to the point. Highlight your relevant experience and skills that align with the role of Airport Representative. We love a good story, but keep it focused on what matters!
Show Your Passion: Let your enthusiasm for travel and customer service shine through in your written application. Share any experiences that demonstrate your ability to handle pressure and provide exceptional support to customers – we want to see your passion!
Double-Check Everything: Before hitting that submit button, give your application a thorough once-over. Check for any typos or errors, and ensure you've answered all questions fully. A polished application shows us you pay attention to detail, which is super important in this role!
How to prepare for a job interview at TUI Cruises GmbH
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Airport Representative role. Familiarise yourself with the key responsibilities, such as handling disruptions and providing exceptional customer service. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Prepare for Scenario Questions
Expect to be asked how you would handle specific situations, especially under pressure. Think of examples from your past experiences where you've successfully resolved issues or provided excellent service. Practising these scenarios will help you articulate your thought process during the interview.
✨Showcase Your Communication Skills
As an Airport Representative, strong communication is crucial. During the interview, demonstrate your ability to communicate clearly and effectively. Use examples that highlight your written and verbal skills, especially in challenging situations. This will reassure the interviewers that you can handle difficult conversations with customers.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, training opportunities, or how they handle peak travel times. This shows your enthusiasm for the role and helps you gauge if the company culture aligns with your values.