Customer Operations Manager

TUI Cruises GmbH; Luton; On-site; GBP 40,000 - 60,000; Full time

Job summary

An established industry player is seeking a Customer Operations Manager to lead a dynamic team in handling customer incidents and ensuring exceptional service. This role emphasizes strong leadership and communication skills, requiring collaboration across various departments to uphold the company's brand integrity. With a focus on continuous improvement and crisis management, you will play a crucial role in shaping customer experiences. Join a diverse and inclusive workplace that values your contributions and offers generous travel benefits and professional development opportunities.

Benefits

Attractive remuneration

Discretionary bonus schemes

Generous travel benefits

Extensive health & well-being support

Access to TUI Learning Hub

Opportunities for global projects

Community involvement initiatives

Qualifications

• Proven experience leading diverse teams in a 24/7 environment.
• Strong communication skills for drafting policies and handling escalations.

Responsibilities

• Lead a 24/7 operations team managing customer incidents.
• Collaborate with departments to ensure customer-centric solutions.

Skills

Team Management

Communication Skills

Crisis Management

Time Management

Decision Making

Collaboration

Job description

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.

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