Job Description

Joining the TUI Contact Centre Team as a Customer Service Advisor in our After Travel Team, we will help you become an expert of our destinations, products and procedures to respond to, resolve and service a range of customer contacts. You will put all customers at the heart of our business and constantly 'go the extra smile' by creating unforgettable holidays that make us famous for service and create customers for life.This role is based on our hybrid working model where you spend some part of your working week in our Swansea office (2/3 days) and the rest of the week working from home. We'll provide you with the tools, training and tech to be able to work in this way, you'll need a quiet environment and internet connection when working at home. Joining us will not only provide opportunities for you to grow your career, but the benefits of being part of an exciting global team.Our Contact Centre core opening hours are Monday to Friday 09:00 - 19:00, Saturday 09:00 - 17:00 and Sunday 10:00 - 17:00. To provide great service to our customers we work a varied shift pattern, including regular weekends and evenings.PLEASE NOTE WE HAVE 30HRS ROLES AVAILABLE. ANYONE INTERESTED IN 30HRS POSITION, PLEASE SPECIFY YOUR PREFERENCE IN THE APPLICATION. YOU WILL BE EXPECTED TO WORK FULL TIME HOURS FOR THE DURATION OF 7 WEEKS TRAINING.THE START DATE WILL BE 2ND JUNEWE ENCOURAGE YOU TO SUBMIT AN APPLICATION AS SOON AS POSSIBLE AS THIS POSTION MAY CLOSE EARLY DUE TO HIGH DEMAND.ABOUT OUR OFFER

• Salary xc2xa324,600
• Fantastic holiday benefits including discounts, special offers and the ability to purchase additional 'TUI time off'
• Health and Wellbeing support in five key areas - Financial, Health, Social, Community and Career
• Excellent rates with foreign exchange and discounts with retailers
• Investment in your development and career progression
• Pension scheme and life assurance
• Hybrid Working Opportunity
• Discretionary Annual Bonus

ABOUT THE JOB

• You will resolve any post travel queries via range of different methods - you'll become an expert in complaint handling and resolution.
• You will conduct initial investigation and provide an appropriate solution in line with policy and guidance.
• Using your personality, you'll inspire and respect our customers and your colleagues whilst sharing a great amount of fun
• Technology is evolving every day, so is TUI. By providing you with the best tools, you'll build your knowledge to understand our customers and adapt your style to help answer questions, improve customer satisfaction and loyalty
• Your drive to achieve will lead you to rise to the challenge and exceed all your Contact Centre targets
• You'll be confident and able to respond to all types of customer contacts including phone, email, letter & social media
• Our customers will be at the heart of everything you do, you'll ensure they understand exactly what you and our business can do to help them, you will take pride in your work is accurately documented

ABOUT YOU

• Excellent customer service skills
• Confidence to handle multiple customer contacts and administrative tasks in numerous systems whilst complying with procedures
• Strong commitment to achieve targets and overcome challenges
• Team player who engages and collaborates at all times with customers and colleagues
• An organised individual who takes pride in their work and responsibility of their own development
• Ability to use initiative to proactively spot and resolve potential problems
• Passion to work within the tourism, although travel experience is not essential for the role
• You'll need to be flexible with your schedule and open to working a variety of different shifts including evenings and weekends
• Be able to work from our Swansea office 2/3 times per week

Home Working Requirements

• You will have a suitable space that allows you to work comfortably and away from general 'home' activities
• You will be required to have a suitable broadband connection that has a download speed of at least 10 Mbps and an upload of at least 3 Mbps

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.

TUI Group