Responsibilities
* Work on a shift basis, supporting customers face‑to‑face at UK airports with on‑the‑day disruptions such as queue management, changing travel protocols, entry requirements, flight delays, irregular or standard disruptions, events, issues, incidents, and crisis situations.
* Deliver exceptional face‑to‑face support to customers at our airports, including during operational disruptions.
* Quickly assess and address individual customer needs with tailored solutions, escalating to the Customer Experience Airport Management team for support when needed.
* Work closely with internal teams to ensure a smooth and seamless customer journey, balancing customer and business needs.
* Maintain accurate logs of daily events impacting customers, complete handovers, and participate in shift briefings.
* Join the TUI Customer Experience Airport Representative Team at Bristol and Cardiff Airport and be the welcoming face our customers rely on during their travel.
* Serve as the first point of contact for customers, resolving issues on the day of travel following our customer policies.
* Support the Customer Operations Team, upholding the TUI brand during shifts, including weekends, nights, and bank holidays.
* Cover Bristol Airport as the main base, with the expectation to also cover Cardiff Airport when required.
Qualifications
* 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 elevate issues appropriately.
* Confident with technology and use of systems to support development and customer service.
* Fluent in English, both spoken and written.
* Able to obtain a full and valid Airside ID and provide a UK Disclosure Barring Service check, including five 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.
* Able to work days, nights, weekends, bank holidays, and shifts lasting up to 12 hours.
* Employment details: 12‑month fixed‑term role with a start date as soon as possible.
Diversity & Inclusion
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 let us know.
Benefits
* Salary £26,125 per 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.
#J-18808-Ljbffr