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- Tasks: Lead a dynamic team to manage customer incidents and ensure top-notch service.
- Company: Join TUI, a leading tour operator dedicated to creating unforgettable travel experiences.
- Benefits: Enjoy flexible shifts, a supportive work environment, and opportunities for personal growth.
- Why this job: Be at the forefront of customer service, making a real impact during travel disruptions.
- Qualifications: Experience in 24/7 incident response and strong communication skills are essential.
- Other info: This role involves shift work, including nights and weekends, based in Luton.
The predicted salary is between 36000 - 60000 £ per year.
The Customer Operations Manager plays a pivotal role within the Tour Operator function, working collaboratively with four fellow managers to lead a 24/7 team of 18 Customer Operations Executives. This team is the first point of contact for all TUI UK&I customer incidents and disruptions, including escalations that fall outside standard policy.
Reporting to the Senior Customer Operations and Incident Manager, this role carries full team management responsibilities, including recruitment, training, setting objectives, and contributing to business planning. Strong communication and collaboration skills are essential to co-manage effectively across the wider leadership team.
The Customer Operations Manager acts as the first escalation point for live incidents. They provide guidance to the Incident Management team on customer policy, ensuring consistent and customer-centric decision-making during high-profile events. This involves close coordination with key stakeholders across Airline, Cruise, Ski, Contact Centres, Retail, TUI MM, and Group SHS—always with a focus on doing the right thing for our customers while protecting the TUI brand.
The role also includes representing the Tour Operator on crisis calls, owning follow-up actions, and supporting the team in resolving customer issues and travel disruptions.
This is an operational role, based at Wigmore House, Luton, on a shift pattern. You will be working a pattern of 12-hour shifts, both day and night shifts 0700-1900 or 1900-0700, this does include weekends and bank holidays.
Now accepting applications until Wednesday 10th September.
ABOUT THE JOB
- Lead, recruit, and train the 24/7 Customer Ops team to manage daily and major disruptions, resolve customer issues, and escalate incidents in line with TUI UK&I policies and crisis procedures.
- Drive high performance by regularly coaching & developing your team, managing under-performance as appropriate
- Lead the operational response alongside the Senior Customer Ops & Incident Manager team in the event of crisis/customer incident.
- Act as the initial escalation point for incidents or disruption both during and out of office hours.
- Leading the customer operations team in our vision of being the ‘hub’ of the UK&I business – promoting the operational function, building relationships with stakeholders & setting a high example of lean ways of working to the team of execs.
- Lead an engaged team of customer ops execs – this will be done with regular performance reviewes & retrospective feedback to individuals on how they’ve handled specific instances of customer disruption, applied their empowerment etc
- Own the customer communication workstream for flight delays over 3 hours, ensuring timely, brand-aligned messaging to minimise reputational risk and customer dissatisfaction.
- Delivering regular operational reports to senior stakeholders
ABOUT YOU
- Proven experience leading and operating within a 24/7 incident response team.
- Strong customer-centric approach with a passion for enhancing customer service within a large team.
- Effective collaboration skills as part of a wider management team, with effective communication abilities.
- Excellent grammatical skills, able to draft letters, customer policies, and communications for publication.
- Proven ability to lead change, develop, and engage teams.
- Capability to challenge senior-level decisions, up to Director level, during crises or disruptions, and make informed decisions.
- Strong collaboration and networking skills, able to work independently and manage escalated incidents confidently.
- Ability to handle pressure, multitask, and make informed decisions within tight deadlines.
- Innovative thinker who is not afraid to challenge conventional ideas.
- Experience in handling difficult conversations with customers over the phone.
- Ability to represent the company at a senior level with external third parties, such as ABTA/FCDO.
- Knowledge of overseas operations, Retail, Airline, Cruise, and Contact Centres is desirable.
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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Customer Operations Manager - Tour Operator employer: TUI Cruises GmbH
Contact Detail:
TUI Cruises GmbH Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Operations Manager - Tour Operator
✨Tip Number 1
Familiarise yourself with TUI's customer service policies and crisis management procedures. Understanding these will help you demonstrate your alignment with the company's values and your readiness to handle incidents effectively.
✨Tip Number 2
Network with current or former employees in similar roles. They can provide insights into the team dynamics and expectations, which can be invaluable during interviews and discussions.
✨Tip Number 3
Prepare examples of how you've successfully led teams through crises or operational challenges in the past. Highlighting your experience in managing high-pressure situations will showcase your capability for this role.
✨Tip Number 4
Stay updated on industry trends and challenges within the travel sector. Being knowledgeable about current events can help you engage in meaningful conversations during interviews and demonstrate your passion for the role.
We think you need these skills to ace Customer Operations Manager - Tour Operator
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer operations and incident management. Emphasise your leadership skills and any experience you have in a 24/7 operational environment.
Craft a Compelling Cover Letter: In your cover letter, demonstrate your understanding of the role and the importance of customer-centric decision-making. Share specific examples of how you've successfully managed teams or resolved customer issues in the past.
Showcase Communication Skills: Given the emphasis on strong communication skills, ensure that your application is free from grammatical errors. Use clear and concise language to convey your points effectively.
Highlight Crisis Management Experience: If you have experience dealing with crises or high-pressure situations, make sure to include this in your application. Describe how you handled these situations and the outcomes, as this will be crucial for the role.
How to prepare for a job interview at TUI Cruises GmbH
✨Showcase Your Leadership Skills
As a Customer Operations Manager, you'll be leading a team. Be prepared to discuss your previous leadership experiences, how you've motivated teams, and any specific strategies you've used to drive performance and manage under-performance.
✨Demonstrate Customer-Centric Thinking
This role requires a strong focus on customer service. Share examples of how you've enhanced customer experiences in past roles, particularly during crises or disruptions, and how you prioritise customer needs while balancing operational demands.
✨Prepare for Scenario-Based Questions
Expect questions that assess your ability to handle high-pressure situations. Think about past incidents you've managed, how you escalated issues, and the outcomes. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Familiarise Yourself with TUI's Values
Understanding TUI's commitment to diversity, equity, and inclusion is crucial. Be ready to discuss how you align with these values and how you would promote them within your team, ensuring a supportive environment for all team members.
