Airport Representative Team Leader

TUI; Guildford; On-site; GBP 30,000; Full time

Job summary

Join a dynamic team as a Customer Experience Airport Representative, where you will be the friendly face our customers rely on during their travel journey. This role involves leading a team, ensuring seamless customer experiences, and resolving issues on-site at various UK airports. You will play a crucial role in enhancing customer service, making informed decisions under pressure, and collaborating with various teams to meet operational objectives. With a focus on customer care and team support, this position offers a unique opportunity to make a positive impact in a fast-paced environment. Embrace the chance to grow and thrive in a diverse and inclusive workplace.

Benefits

Holiday benefits including discounts

Health and Wellbeing support

Foreign exchange rates and retail discounts

Discovery day for charity work

Pension scheme and life assurance

Qualifications

• Passionate about enhancing customer service and able to stay calm under pressure.
• Skilled in handling challenging conversations with customers and staff.

Responsibilities

• Lead the shift, acting as the primary point of escalation for the team.
• Resolve issues face-to-face on the day of travel using customer policies.
• Communicate incidents and customer trends to the Customer Operations Team.

Skills

Customer Focus

Effective Communication

Team Support

Decision Making

Collaboration

Resilience

Job description

Our Customer Experience Airport Rep Team is an integral part of our business. They’re a friendly face and someone our customers can depend upon when faced with uncertainty on the day of travel at airports across the UK – during periods of disruption or when navigating complex entry requirements.

Please note that we anticipate a high number of applications for this role. We encourage candidates to apply as soon as possible, as we expect to close this vacancy quickly.

This position is fixed-term, with a start date as soon as possible, ending on 31st October 2025.

ABOUT OUR OFFER

• Salary: £30,000 per annum
• Holiday benefits including discounts, special offers, and the option to purchase additional ‘TUI time off’
• Health and Wellbeing support across five key areas: Financial, Health, Social, Community, and Career
• Foreign exchange rates and retail discounts
• Discovery day: time to work at a local charity or community
• Pension scheme and life assurance

ABOUT THE JOB

• Lead the shift, acting as the primary point of escalation and directing the team to where they are needed most. Attend proactively to customer needs and manage the team’s daily tasks effectively.
• Support the Customer Experience Airport Representatives and serve as a key contact for the Customer Operations Team, Ground Handling Agents, and Station Operations Coordinators at UK airports to ensure a seamless customer experience.
• Resolve issues face-to-face on the day of travel, using pre-established customer policies. Work on a shift pattern, including weekends, bank holidays, and nights, to support operational responses to disruptions.
• Communicate incidents and customer trends daily to the Customer Operations Team and assist the team in finding quick, effective solutions. Collect and share data during operational disruptions.
• Work at various UK airports as needed, with pre-arranged petrol costs/expenses covered when working outside your primary base.
• Ensure the highest level of customer care, balancing business needs with cost control within your delegated authority.
• Manage and support the team, holding staff accountable for service delivery. Train and coach staff to improve continuously and be the go-to person for customer service during shifts.
• Assist the Customer Experience Airport Manager in achieving pre-set objectives and KPIs.

ABOUT YOU

• Customer Focus: Passionate about enhancing customer service and able to stay calm under pressure.
• Effective Communication: Skilled in handling challenging conversations with customers and staff, with excellent written and spoken communication skills.
• Team Support: Capable of supporting a small team to resolve customer issues efficiently.
• Decision Making: Able to make informed decisions and resolve escalated issues promptly, often under tight deadlines.
• Collaboration: Strong networking skills, able to work independently, and confident in escalating incidents when necessary.
• Resilience: Able to perform well under pressure, multi-task, and advocate for the wellbeing of customers and team members.

At TUI, we embrace diversity, equity, and inclusion, encouraging everyone to bring their whole selves. We support candidates with disabilities and impairments—please let us know if you require any assistance.