Customer Operations Manager

Description:

The Customer Operations Manager will work with a wider team of managers (6 in total) and will be jointly responsible for leading the 24/7 Duty Office team. This includes but isn’t limited to – 12 execs on the day-to-day emergency line, 8 execs working on customers comms and 5 execs working dealing with 3PF disruption on the day of travel and whilst customers are in resort. As well as being responsible for the initial response to all TUI UK&I customer incidents, the team is responsible for sending out efficient and accurate comms to customers during times of disruption and assisting our customers on 3rd party airlines who have been disrupted.

The Customer Operations Managers will initially be responsible for supporting the implementation of new work streams into the wider ops team, these new workstreams cover customer communications and 3PF disruption. Once the new workstreams are embedded into the team, the managers will then have the opportunity to become multiskilled across the other workstreams. They will eventually work on a roster basis of managing each individual workstream to allow variety within the role.

The role will be an integral part of the Crisis & Incident Management function & in driving forward the business vision of being the best-loved holiday company. The Customer Operations Manager will also work closely with the Customer Care Manager and Airport Co-ordinators/teams to ensure they are using real-time feedback to address & solve customer issues, share best practices and agree on ways of working moving forward to help reduce the risk of issues happening again in future.

The Customer Operations Manager will also form part of the crisis response team as an on-call Customer Care Manager. Working on a roster basis out of hours (around 1 out of every 6-8 weeks) – they’ll be a key point of contact in the event of a crisis to lead on giving advice & support to the operations teams and where appropriate, the Crisis Director and other senior stakeholders

Please note there is a requirement to work in our Luton, Wigmore House offices due to the operational nature of the role.

The closing date for applications is the 10th July.

ABOUT THE JOB

• Lead the operational response alongside the Senior Customer Ops & Incident Manager/Incident Response team in the event of crisis/customer incident
• Leading the customer operations team in our vision of being the ‘hub’ of the UK&I business – promoting the operational function, building relationships with stakeholders & setting a high example of lean ways of working to the team of execs
• To work within the wider Incident Management structure in delivering customer focussed strategies and methods of best practice. Encourage & lead multi-skilled teams with the aim of delivering better service for our customers – the COM will also be a line of support for the Customer Care Team in the absence of the Customer Care Manager
• Application of enhanced spend limits in escalated instances where current customer policy/process may not ‘fit’ the scenario
• Support incident management teams in the creation and distribution of customer communications if needed
• Create & lead an open and honest culture of continual positive & constructive feedback within the team
• Step up & take on additional tasks in the absence of the Senior Customer Ops Manager
• Shift patterns can be discussed in line with team resources but could be worked across any five days out of seven OR as four longer days of 12-hour shifts. Working times will include weekends, bank holidays etc