Meet Andrea

Swansea Contact Centre – Customer Service Advisor

In a nutshell, what does your job involve?

As a Customer Service Advisor I work as part of our Holiday Change Team. Every day is different and can involve anything from booking a dream holiday, weddings or cruise, to making amendments to bookings and advising customers about changes to their holiday and talking them through this. Sometimes I will have to support customers to find an alternative holiday if that’s what it takes to ensure their experience with TUI is a memorable one.

Tell us a little bit about your back ground? When did you start working for The Swansea Contact Centre?

I’ve worked in retail for 24 years but not in a contact centre environment. I started working for TUI in March 2018 and, I’ll be honest, at the time I didn’t know if this job was for me. Six months on I was nominated and won Agent of the month and I am loving life in the Contact Centre.

What do you enjoy most about working at the Contact Centre?

I like the laid back, fun atmosphere and the friendly outgoing people that I work with. There is also so much support from management and people on your team. Someone is always on hand to help, and with the contact centre being the main support site for customers, retail colleagues and suppliers you never know who you are going meet or strike up a conversation with. There is very much an open door policy here too, we work in an open office environment and the management team sit amongst us which is also great.

Name three things in life that makes you smile?

I love spending time with my family & friends.
I also love to Laugh and don’t take life too seriously.
Music – I am a bit of an Elvis fan and we regularly have an Elvis sing off in the office! Where everyone gets involved including the Contact Centre Managers!