Meet Rachel

Swansea Contact Centre – Team Manager

In a nutshell, what does your job involve?

As a Team Manager, my role is to ensure my team have the tools and the knowledge to provide our customers with exceptional customer service. I need to make sure that I have advised them of any updates or any new processes that they will need to follow. I have monthly meetings with my team where they can discuss any concerns or development needs they have and it’s also an opportunity for me to advise them on their performance. I’m currently one of the Holiday Change Managers but I am skilled in all areas of Pre-Travel and Flight Delay.

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

I have been working for the Contact Centre for 3 years and I have to say it is a very different role from what I had been used to. My first job was working in the retail sector, where I worked for 17 years and I also worked for 11 years as a Teaching Assistant for children with Special Needs.

When I started with the contact centre I was put into training which was in a classroom setting. This training set me up for my role and gave me the tools to do the job. Throughout my time at TUI I have had lots of additional training and feel like I am constantly learning.

When I started with TUI I was trained to answer calls within Pre-Travel, but within a few weeks I had training so that I could also answer calls regarding Welfare and Weddings. Later I moved to join the After-Travel Team responding to flight queries.

I then moved to Holiday Change where I worked for 18 months, at that time there were vacancies for Senior Customer Service Advisors, I felt ready to apply for this and was successful in gaining a promotion. As a Senior Advisor I was asked to floor walk, and help and assist new members of staff, which I found very rewarding.

I am so glad that I accepted all the training that was offered to me as part of my role, I definitely feel that this really supported my development and helped me gain my promotion to Team Manager.

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

I enjoy working in the Contact Centre as I love a challenge, and enjoy working within a close team environment.  The contact centre provides you with sufficient training for you to build your knowledge within the business, and the chance for you to progress is amazing. My TUI journey has been incredible and I am so grateful for all the opportunities I have had whilst working here.

Name three things in life that makes you smile?

I have 4 children and am a real family person!

I pride myself on being a people person, I have time for everyone and will always stop to say hello and see how your day is going!

Holidays! I go on a couple of TUI holidays a year my favourite place to soak the sun up is Zakynthos we go to the same TUI hotel every year and absolutely love it! I love the perks of working for a global travel brand; working for TUI has given me and my family the opportunity to go on these holidays which is amazing.