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- Tasks: Coordinate logistics and support TUI Airline customers during irregular operations.
- Company: Join TUI, a leading travel company focused on operational excellence and customer service.
- Benefits: Enjoy attractive pay, travel perks, health support, and flexible working options.
- Why this job: Be part of a dynamic team, making a real impact in a fast-paced environment.
- Qualifications: Relevant experience in logistics, strong decision-making skills, and a customer-focused mindset required.
- Other info: Shift-based role with opportunities for personal growth and community involvement.
The predicted salary is between 36000 - 60000 ÂŁ per year.
TUI Group is the world’s number one integrated tourism business. Within TUI Group, TUI Airline groups all airline activities across UK, Nordics, Belgium, The Netherlands, Germany, Spain, Morocco, France, and the Dutch Antilles.
As a Customer Controller within the TUI Operations Control Centre (TOCC), you will play a vital role in delivering exceptional customer experiences across both disruption and day‑to‑day operations. Working as part of a 24/7 shift team, you will be the voice of the customer in real‑time, ensuring timely welfare, accurate communications, and seamless coordination with internal and external partners. This role is central to protecting the TUI brand, ensuring regulatory compliance, and supporting our ambition to be the most customer‑centric airline in the industry.
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.
Applications close 16 March 2026
ABOUT OUR OFFER
- 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
ABOUT THE JOB
As TOCC Customer Controller, you’ll be responsible for:
- Delivering real‑time customer support during disruption and BAU, including welfare, accommodation, and transport arrangements
- Managing customer communications via digital platforms (e.g., 15Below, SMS, app), ensuring clarity, empathy, and consistency
- Monitoring the flying programme and proactively identifying customer impact, taking swift action to minimise disruption
- Liaising with Ground Handling Agents, Tour Operators, Musement, and Market teams to ensure customers are kept fully informed
- Making timely decisions on welfare provision, balancing customer needs with financial and regulatory considerations
- Providing subject matter expertise on EU261, visa/passport requirements, and dangerous goods acceptance
- Maintaining accurate records of disruption events for financial reconciliation and customer case resolution
- Supporting incident response by escalating issues, attending calls, and following predefined processes
- Coordinating with suppliers to secure services during disruption and ensuring timely updates to stakeholders
- Managing out‑of‑hours onboard catering issues, escalating where necessary
- Contributing to continuous improvement by identifying service gaps and sharing feedback with the wider team
- Acting as a brand ambassador, ensuring the customer is at the heart of every operational decision
- Coordinating unruly customer reports and actioning in accordance with security protocols
- Managing immigration refusals and advising GHA on passport and visa requirements & irregularities
ABOUT YOU
- Experience in a customer‑facing or operational role, ideally within aviation or a similarly fast‑paced, regulated environment
- Strong decision‑making skills under pressure, with the ability to balance customer experience, compliance, and cost
- Excellent communication both written and verbal and interpersonal skills, with the ability to collaborate across diverse teams and cultures
- A proactive, solutions‑focused mindset with a passion for delivering outstanding customer service
- Familiarity with EU261 and other customer welfare regulations, and confidence in applying them in real‑time scenarios
- Comfortable using digital tools and airline systems (e.g., DCS, reservation platforms, Microsoft Office)
- Commercial awareness and the ability to make financially responsible decisions
- Resilience and adaptability in a 24/7 shift‑based environment
- A team player who thrives in a collaborative, high‑performance culture
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.
Security Clearance Statement
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).
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TOCC Customer Controller employer: TUI Cruises GmbH
Contact Detail:
TUI Cruises GmbH Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land TOCC Customer Controller
✨Tip Number 1
Familiarise yourself with the aviation industry, especially in logistics and operational roles. Understanding the nuances of airline operations will help you stand out as a candidate who is not only knowledgeable but also genuinely interested in the role.
✨Tip Number 2
Network with professionals in the aviation sector, particularly those involved in operational control or customer service roles. Engaging with them on platforms like LinkedIn can provide insights into the role and may even lead to referrals.
✨Tip Number 3
Demonstrate your problem-solving skills by preparing examples of how you've successfully managed logistics or customer service challenges in high-pressure situations. This will showcase your ability to thrive in the fast-paced environment described in the job listing.
✨Tip Number 4
Research TUI's values and recent initiatives, especially around customer service and operational excellence. Tailoring your conversations during interviews to reflect these values can show that you're aligned with the company's mission and culture.
We think you need these skills to ace TOCC Customer Controller
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the responsibilities and requirements of the Customer Controller position. Tailor your application to highlight relevant experience in logistics and customer service, especially in aviation.
Highlight Relevant Experience: In your CV and cover letter, emphasise any previous roles that involved logistical operations, decision-making in fast-paced environments, and managing multiple stakeholders. Use specific examples to demonstrate your skills.
Showcase Your Skills: Make sure to mention your proficiency in digital systems and technology, as well as your ability to work under pressure. Highlight your interpersonal skills and customer-focused approach, which are crucial for this role.
Craft a Strong Cover Letter: Write a compelling cover letter that connects your background to the job requirements. Discuss your understanding of the airline industry and how you can contribute to TUI's operational excellence and customer satisfaction.
How to prepare for a job interview at TUI Cruises GmbH
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Customer Controller. Familiarise yourself with logistics coordination, customer service during irregular operations, and the importance of safety and compliance in aviation.
✨Showcase Your Experience
Prepare to discuss your relevant experience in logistical operations, especially within aviation. Highlight specific examples where you've successfully managed multiple stakeholders or resolved complex issues under pressure.
✨Demonstrate Decision-Making Skills
Be ready to provide examples of how you've made informed decisions in fast-paced environments. Discuss how you evaluate costs and benefits while considering future implications, as this is crucial for the role.
✨Emphasise Teamwork and Communication
Since this role involves liaising with various stakeholders, emphasise your interpersonal skills and ability to build relationships. Share experiences where effective communication led to successful outcomes, especially in challenging situations.