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- Tasks: Be the friendly face for customers at Gatwick Airport, resolving travel issues and ensuring smooth journeys.
- Company: Join TUI, a leading travel company that values diversity and inclusion.
- Benefits: Earn £27,000 per year with fantastic holiday perks and health support.
- Why this job: Make a real difference in customers' travel experiences while working in a dynamic airport environment.
- Qualifications: Customer-focused, calm under pressure, and able to work flexible shifts.
- Other info: Full-time and part-time hours available; apply soon as roles may close early!
The predicted salary is between 21600 - 32400 £ per year.
Join the TUI Customer Experience Airport Representative Team at Gatwick Airport and be the welcoming face our customers rely on during their travel. 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.
This role is fixed term with a start date of 20th April 2026 until the 31st October 2026. We are able to offer full time hours and part time of 22 hours - 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 THE JOBWorking 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.
- Escalate to the Customer Experience Airport Management team for support where required.
- Work closely with internal teams to ensure a smooth and seamless customer journey.
- Maintain accurate logs of daily events impacting customers.
- Able to work days, nights, weekends, bank holidays, and shifts 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.
- Strong written communication skills and attention to detail.
- Effective collaborator with the ability to work independently.
- 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.
- 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.
Customer Experience Airport Representative employer: TUI Cruises GmbH
Contact Detail:
TUI Cruises GmbH Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Airport Representative
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on TUI and their customer service 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! Use our platform to prepare for the online assessment and digital interview. Familiarise yourself with common questions and scenarios you might face as a Customer Experience Airport Representative.
✨Tip Number 3
Be ready to showcase your skills! During the assessment day, think about examples from your past experiences where you've handled difficult situations or provided excellent customer service. We want to see how you shine under pressure!
✨Tip Number 4
Don’t wait too long to apply! Given the popularity of this role, it’s best to submit your application through our website as soon as possible. The sooner you apply, the better your chances of landing that interview!
We think you need these skills to ace Customer Experience Airport Representative
Some tips for your application 🫡
Be Yourself: When filling out your application, let your personality shine through! We want to see the real you, so don’t be afraid to share your passion for travel and customer service.
Tailor Your Application: Make sure to customise your application to highlight your relevant experience. Mention any previous roles where you’ve dealt with customers or handled disruptions, as this will show us you’re a great fit for the role.
Show Off Your Communication Skills: Since strong written communication is key for this role, take your time crafting your responses. Use clear and concise language, and don’t forget to proofread for any typos or errors before hitting submit!
Apply Early: Due to the popularity of our roles, we might close applications sooner than expected. So, don’t wait around! Head over to our website and get your application in as soon as possible to avoid missing out.
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 Customer Experience Airport Representative role. Familiarise yourself with the key responsibilities, such as handling disruptions and providing face-to-face support. 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 customer service. Practising these scenarios will help you articulate your thought process during the interview.
✨Showcase Your Communication Skills
As a Customer Experience Airport Representative, strong communication is key. During the interview, demonstrate your ability to communicate clearly and effectively. Use examples that highlight your written and verbal skills, especially in high-pressure situations, to show you can handle difficult conversations with ease.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! This shows your interest in the role and helps you gauge if it's the right fit for you. Consider asking about team dynamics, training opportunities, or how TUI supports its employees during busy periods. It’s a great way to leave a lasting impression!
