The Customer Welfare Executive will be an integral part of the newly created Customer Welfare & Incident Management team. The role holder will be responsible for investigating high profile incidents and complaints with relevant stakeholders and liaising with customers to ensure full end to end support is provided. You will be at all times ensuring the customer is at the heart of our decision making, whilst protecting the TUI brand. The Customer Welfare Executive will identify and follow up on any customer welfare needs as a result of incidents identified as ‘high profile’. This will involve close collaboration with the teams from TUI Destination Services (TUI DS), Cruise, Retail, Legal, Press, Health & Safety and Contact Centres, including supporting with customer policy decisions and dealing with highly sensitive issues. A key function of the role will be the administration of the high profile incident log sheet, ensuring all customer welfare issues highlighted have been fully followed through to resolution and closure, as well as ensuring actions are identified and implemented in order to address any root cause issues to prevent re-occurrence.In addition to the above, the Customer Welfare Executive will also provide support to the wider Customer Welfare team, including documentation and formulation of customer policy and ‘solve on the spot’ compensation guidelines.In crisis situations, the role holder will support with customer communications and decisions on customer policy.This opportunity is offered on a Fixed Term basis.
What you will be doing• Day to day management of the Customer High Profile Incidents, including maintenance of the log.• Provide support and guidance to TUI colleagues (DS, Retail, Cruise, Customer Operations) when managing high profile incidents and keep key stakeholders updated on progress• ‘On the spot’ escalation to senior managers for high impact issues/incidents in order to protect the TUI brand and ensure our customers are at the centre of any decisions made • Support affected customers by telephone and follow up decisions in writing to ensure customers are fully satisfied with action taken• Working closely with the Director’s team in Swansea to ensure full closure of High Profile complaints • Identify root cause issues and liaise with business owners to ensure full resolution of issue to prevent reoccurrence• Ad Hoc support for wider Customer Welfare team, Customer Operations and Contact centre as required• Support in Crisis situations with customer communications & policy decisions
What we are looking for• Customer centric with the ability to hold difficult/sensitive conversations over the phone • Attention to detail with experience of communicating with and on behalf of senior managers (to Director level)• Flexibility to work weekends on a rota basis and out of hours during crisis situations• Effective collaboration and networking skills and the ability to work independently using own initiative. • Ability to cope with pressure, make informed decisions and work to tight deadlines• Knowledge of the overseas operation is essential.• Knowledge of Retail, Airline, Cruise & Contact Centres is desired • Knowledge of Connect (Pega) & Risk Console desired
Working within TUI groupTUI UK and Ireland is the UK’s largest tour operator with key brands including TUI, First Choice, Marella Cruises and Crystal Ski Holidays. Sub brands include Sensatori, Sensimar, and Family Life, as well as First Choice Holiday Villages and SplashWorld Resorts. Our airline is the UK’s third largest with 62 aircraft operating to over 88 destinations in 30 countries. We have a team of more than 10,000 employees serving over 5.5 million customers each year. It’s our people that make us number oneTUI Group is the leading tourism business with over 67,000 employees across the world. The Group includes our unique hotel portfolio, our cruise ships, our own aircraft, tour operators, travel agencies, and much more. At TUI, we have embarked on a journey of development towards a more digital, connected and integrated future. But we haven’t arrived there yet. Join us now and shape the future of travel.You can look forward to a competitive salary, pension scheme and further benefits such as generous holiday discounts, great rates with foreign exchange and discounts with retailers.
How to applyApply online, we just need a few details from you and your CV.Applications close 30 June 2018
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