Join Our Team as a Customer Operations Manager!

The Customer Operations Manager will lead a 24/7 team of skilled executives, handling TUI UK&I customer incidents and disruptions, and making escalated decisions outside normal policies.

This role involves team management, recruitment, training, and setting objectives, requiring strong communication skills. You will collaborate with departments such as Airline, Cruise, and Retail, ensuring customer-centric decisions while protecting the TUI brand.

Now taking applications until 14th May.

ABOUT OUR OFFER 

• Personal benefits: Attractive remuneration, discretionary bonus schemes, generous travel benefits, extensive health & well-being support, and more.
• 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

• Lead a 24/7 operations team of skilled executives, handling customer incidents and disruptions.
• Make escalated decisions outside normal policies to ensure customer-centric solutions.
• Collaborate with departments such as Airline, Cruise, and Retail to protect the TUI brand.
• Support day-to-day communication escalations and provide guidance for crisis responses.
• Work with the Customer Care Manager and Dynamic Duty Office Manager to address feedback and share best practices.
• Monitor communication effectiveness and ensure adherence to company guidelines.
• Foster continuous improvement and efficient working within the team.
• Assist the Senior Incident & Operations Manager with various tasks and projects.

ABOUT YOU

• Ability to cover 12-hour shifts on a rotational basis, including weekends and bank holidays.
• Capability to challenge senior-level decisions during crises or disruptions.
• Excellent grammatical skills for drafting letters, policies, and communications.
• Proven experience leading and developing diverse teams across a 24/7 rota pattern.
• High attention to detail and exceptional time management skills.
• Strong collaboration and networking skills, with the ability to manage escalated incidents confidently.
• Ability to handle pressure, multitask, and make informed decisions within tight deadlines.

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.