Business Area: Commercial & Yield
The Customer Care Executive will be an integral part of the Customer Welfare & Incident Management team. The role holder will be responsible for investigating serious incidents and complaints with relevant stakeholders and liaising with customers to ensure full end to end support is provided. You will be at all times ensuring the customer is at the heart of our decision making, whilst protecting the TUI brand.
The Customer Care Executive will identify and follow up on any customer welfare needs. This will involve close collaboration with the teams from TUI Destination Experience (TUI DX) , Cruise, Retail, Legal, Press, Health & Safety and Contact Centres, including supporting with customer policy decisions and dealing with highly sensitive issues.
A key function of the role will be the administration of the incident log sheet, ensuring all customer welfare issues highlighted have been fully followed through to resolution and closure, as well as ensuring actions are identified and implemented in order to address any root cause issues to prevent re-occurrence.
In addition to the above, the Customer Care Executive will also provide support to the wider Customer Care team, including documentation and formulation of customer policy and ‘solve on the spot’ compensation guidelines.
In crisis situations, the role holder will support with customer communications and decisions on customer policy and occasionally may be required to work outside regular office hours.
Be Yourself… Be Unique! TUI’s more than a brand, it’s who we are. Trusted – Unique – Inspiring.
We’re the leading tourism business with diverse customers and over 67,000 employees. Together, we embrace different continents and cultures. We believe travel broadens the mind. Just like our customers, we’re on a journey, of development towards a more digital, connected and integrated future. But we haven’t arrived there yet. We believe that differences drive innovation and we’re encouraging an environment where diverse talent thrives. Inclusion is fundamental to everything that we achieve and it’s our unique colleagues that will shape the future of travel.
The TUI Group includes our unique hotel portfolio, our cruise ships, our own aircraft, tour operators, travel agencies. TUI is the UK’s largest tour operator with key brands including TUI, First Choice, Marella Cruises and Crystal Ski Holidays. Our airline is the country's third largest with 62 aircraft operating to over 88 destinations in 30 countries. We have a team of more than 10,000 employees serving over 5.5 million customers each year.
Join us now and you can look forward to a competitive salary, pension scheme and further benefits such as generous holiday discounts, excellent rates with foreign exchange and discounts with retailers.
Apply online, we just need a few details from you and your CV.
Current closing date 31st May 2019, but due to the high number of applications we will be expecting this closing date may be subject to change - So don't delay and apply today.