Our goal within the new TUI Operations Control Centre (TOCC) is to be a truly integrated service provider to the Airlines across the Group. The main objective is to drive operational excellence at the very best possible cost and to offer the best possible service to our customers within the Airlines whilst maintaining operational integrity and safety/security in a fast-paced environment.

As a Customer Controller, you will be part of a multi-disciplinary team of experts actively overseeing the TUI Airline flying programme aiming to drive efficiency and innovation, ensuring safe, compliant and punctual delivery of the flying programme whilst assuring the customers’ needs are met.

The Customer Controller on shift will be responsible delivering time critical logistics at airports worldwide to ensure our customers across the 5 TUI airlines are fully supported during irregular flight operations. You are part of the TOCC team on shift, responsible for coordinating and managing the 24/7 logistics (accommodation and transport bookings as well as provision of welfare) for our Airline customers in the event of a delay.

In this role, you’ll report to the TOCC Customer Controller Team Leader.

These are shift based roles operating 12 hour shifts on a rotating pattern covering days and nights/7 days per week, ordinarily on a 4 on/4 off basis.

Applications close 11th August 2024

ABOUT THE JOB

As a Customer Controller you’ll be:

• Coordinating the logistics and daily customer related activities for all TUI Airline customers in the operational window
• Supporting irregular operations by analysing the impact of any changes in the daily flying programme on the customer journey as well as the customer need, making informed decisions in a fast-paced environment relating to e.g. welfare amounts, accommodation, transport, catering, refusing travel (Visa, Passport, disruptive passengers, health issues) and at all times ensuring the customer-experience is the common focus when influencing the various departments to ensure a minimal impact to the customer journey
• Communicating timely and accurate information to Ground Handling Agents, Tour Operators, TUI Musement and other key internal and external stakeholders to ensure they have the latest information to enable them to keep customers fully updated with any disruption to their journey
• Liaising and negotiating with suppliers in all markets to arrange hotels and transport as required during operational disruption and communicating the information to stakeholders in a clear, logical and timely manner
• Managing and arranging all on the day welfare activity for our customers in the event of delays and disruption using own judgement to increase welfare amounts should the situation require and seeking agreement with the relevant Source Market team. At all times ensuring best service for customers to protect the TUI brand whilst considering and keeping financial impact to the business to a minimum
• Providing advice as subject matter expert to Ground Handling Agents and the Market Teams regarding dangerous goods regulations and acceptance of dangerous goods to avoid safety risks for flights. Providing guidance as subject matter expert to Ground Handling Agents on Passport and Visa information taking decisions to avoid financial penalties to the Airlines
• Developing relationships with key internal departments in each of the TUI source Markets and creating an open, trustworthy, approachable feedback culture within the Markets and Airlines to ensure Customer and Stakeholder expectations are met at all times
• Developing own skills and awareness for working within an international matrix organisation balancing local knowledge with the opportunity to develop ideas for business improvements by working as a part of the wider Aviation TOCC function
• Being fully aware and understanding the EU261/2004 regulation and the financial impact it can have on the business. Collating reports and information in a timely manner as requested in relation to the regulation
• Identifying the cause of operational ad-hoc problems and taking action by collating information and escalating to the relevant Source Market teams to avoid repercussion in the future and further financial cost to the business
• During incidents adhering to predefined processes and plans created by the relevant incident teams, escalating and attending incident calls as required
• Maintaining and tracking an accurate account of events with clear timelines for financial reconciliation and to enable stakeholders to respond to customer issues
• Being the voice of the Customer within the TOCC, seeking and implementing alternative solutions during operational disruption whilst managing delays ensuring the customer is at the forefront of all operational decisions
• Supporting Aviation Security teams with the processing and recording of disruptive and inadequately documented customers where possible avoiding fines by the authorities
• Managing out of hours onboard catering issues taking into account timescales and financial implications and escalating as required.

ABOUT YOU

• Relevant experience within a logistical operational function, preferably in the aviation sector
• Ability to make decisions in a highly complex and fast-moving operational environment whilst considering future implications as well as evaluating costs and benefits of a decision 
• Ability to use own initiative, think logically, identify and understand key drivers in any scenario and outside of the box
• Ability to operate within a virtual airline context, with multiple customers and stakeholders across a range of Source Markets understanding cultural differences, able to manage the complexity and ambiguity resulting from multiple stakeholders of differing sizes and based in different countries
• Great team player with strong interpersonal skills who is a good communicator and able to build a strong network of contacts throughout the industry and colleagues across the wider business, gaining the support and commitment of key players whilst influencing and guiding others to deliver high standards  
• Resilience and a “can do” attitude who finds energy in solving operational issues under time pressure
• Ability to think about the customer experience, recognise differing customer profiles as well as deeply understand and anticipate customer needs especially during irregular operations, putting them at the forefront whilst ensuring regulatory compliance is achieved and maintained as well as financial impact considered
• Adept at using digital systems and technology – including Microsoft Office as well as being able to use and interrogate various Airline systems
• Good sense of commercial acumen and financial awareness

ABOUT OUR OFFER

• 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
• Discretionary Bonus Scheme
• Excellent rates with foreign exchange
• Pension scheme and life assurance.

We want to be the best-loved holiday company not only for our customers, but for our colleagues too. That’s why we offer a variety of benefits that go above and beyond a competitive salary, so we can help you to live your best life happily at TUI. Click here to find out more.

We love to see your uniqueness shine through and inspire the future of travel.  If you would like to read more about what Diversity & Inclusion means to us simply visit Our DNA