Customer Operations Assistant

Job Description

As a member of the Operations team you’ll be part of all customer operations for Ireland. Working closely with the Customer Operations Manager. You’ll help to ensure that we deliver outstanding customer service throughout the customer journey. You’ll analyse current performance, research and suggest better ways of operating to ensure that customer KPIs are hit and that our customer’s expectations are met and exceeded. You’ll work closely with teams from across the business acting as the ‘voice’ of our customers to all teams to ensure we all hear and adapt to what the customer is telling us.

At TUI we believe that work is something you do not somewhere you go, therefore we are pleased to advise we can consider a hybrid working model for this role. The closing date for applications will be Friday 3rd May.

ABOUT THE JOB

• Answering calls from customers affected with either a Flight or accommodation change, able to answer questions and ‘solve on the spot’ to protect our brand reputation
• Building relationships with Third party flying carriers suppliers.
• Sending Manifests to Third party carriers and advising of customers special requests.
• Dealing with Flight time changes/day change, amendments securing customers have all the correct documentation for your holiday.
• Work collaboratively with the UK 3PF team – to highlight any issues customers experience regarding 3PF bookings and finding a resolution
• Actively working with the business to share recommendations for change based on customer feedback
• Letting customers know of any unforeseen changes that may affect their holiday plans, and helping to provide the best outcome possible
• Liaise with the relevant UK teams to ensure the overseas customer service performance is at the required levels

ABOUT YOU

• Previous reservations experience, within the travel and/or aviation industry is preferred
• Put the customer at the heart of everything you do and be a ‘Maker of Happy by having a passion for delivering service and results
• GDS knowledge of Amadeus or Galileo would be very beneficial
• Fluent in English with excellent communication skills both verbally and written
• Proficiency in MS Office
• Calm and professional in a crisis, can think on your feet and don’t shy away from dealing with customers in difficult situations
• Quick to spot potential problems and are good at solving them using your own initiative to ensure our customers have a great holiday
• A flexible approach to working in a dynamic and often hectic environment

ABOUT OUR OFFER

• Fantastic holiday benefits including discounts and special offers
• Health and Wellbeing support in five key areas – Financial, Health, Social, Community and Career
• Incentive Scheme
• Pension scheme and life assurance.

​​We love to see your uniqueness shine through and inspire the future of travel.​ If you would like to read more about what Diversity & Inclusion means to us simply visit Our DNA

If you require any further information regarding this opportunity, please email careers@tui.co.uk

We really value your interest in TUI and will be back in touch with you shortly after the application closing date.