Customer Experience Airport Representative

TUI Cruises GmbH; England; On-site; GBP 22,000 - 27,000; Full time

Job summary

A leading travel and tourism company is seeking a Customer Experience Airport Representative at Gatwick Airport. This role involves providing face-to-face support to customers during travel disruptions. Successful candidates will work shifts (including nights and weekends) and must be able to maintain calm under pressure. A focus on exceptional customer service and strong communication skills is essential. This fixed-term position runs from April 20, 2026, to October 31, 2026, offering both full-time and part-time options.

Benefits

Health and wellbeing support

Fantastic holiday benefits

Discretionary bonus scheme

Excellent foreign exchange rates

Pension scheme and life assurance

Qualifications

• Able to work shifts including days, nights, weekends.
• Strong attention to detail and ability to handle difficult conversations.
• Must be 18 years or older before start date.

Responsibilities

• Provide face-to-face support to customers during disruptions.
• Maintain logs of daily events impacting customers.
• Collaborate with internal teams for seamless customer journey.

Skills

Customer-focused

Strong written communication

Calm under pressure

Confident with technology

Fluent in English

Job description

Join the TUI Customer Experience Airport Representative Team at Gatwick Airport and be the welcoming face our customers rely on during their travel. Whether dealing with disruptions or navigating complex travel protocols, you’ll work closely with our internal teams to ensure a smooth experience for all our customers.

As the first point of contact for customers, you’ll resolve issues on the day of travel, following our customer policies. You’ll work shifts, including weekends, nights, and bank holidays, supporting the Customer Operations Team and upholding the TUI brand. Shifts can be up to 12 hours and vary with the flight schedule. You may assist at nearby airports or support customers in other business areas.

Our recruitment process consists of three steps: an online assessment, a self recorded digital interview, and if successful, you'll be invited to an assessment day. This assessment day is scheduled for Wednesday 25th February in the Gatwick area. Please note the exact date and location may change due to operational requirements.

This role is fixed term with a start date of 20th April 2026 until the 31st October 2026.

We are able to offer full time hours and part time of 22hours - please state in your application how many hours you are applying for.

Due to the popularity of our roles, we may close this position earlier than advertised if we receive a high number of applications – so we'd recommend applying soon to avoid disappointment.

ABOUT OUROFFER

• Salary £27,000 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.

ABOUT THE JOB

• Working on a shift basis, responsible for supporting our customers face to face at UK airports with any on the day disruption which may include but isn’t limited to, queue management, frequently changing travel protocols, entry requirements, flight delays, irregular & standard disruption, events, issues, incidents, and crisis situations

• Deliver exceptional face-to-face support to customers at our airports, including in times of operational disruption.
• Quickly assess and address individual customer needs with tailored solutions. Escalating to the Customer Experience Airport Management team for support where required to offer a solution to the customer in all areas of the airport including land side and airside.
• Work closely with internal teams to ensure a smooth and seamless customer journey – helping to ensure we are offering solutions which are balanced with both the customer and business in mind
• Maintain accurate logs of daily events impacting customers. Completing handovers and participating in shift briefings

ABOUT YOU

• Able to work, days, nights, weekends, bank holidays, and shift lasting up to 12 hours.
• 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 using systems to support development and customer service.
• Fluent in English, both spoken and written.
• Able to obtain a full and valid Airside ID, requiring a UK Disclosure Barring Service check. This requires you to provide 5 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.

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.