TOCC Customer Controller Team Leader

Airline Operations is a function within our airline organisation responsible for the safe and punctual delivery of the full flying programme according to planning schedules and budgets. The Airline Operations function operates as a multi-disciplinary team of experts driving efficiency and innovation. 

As Customer Controller  Team Leader, you will be part of the Operations Delivery and Customer Management Team responsible for leading and managing the Customer Logistics Officers on shift The TOCC Customer Logistics Team Leader derives authority from the TOCC Customer Manager. You are part of a multi-disciplinary team of experts who have oversight of the TUI Airline flying programme aiming to drive efficiency and innovation, ensuring safe, compliant, and punctual delivery of the programme whilst assuring the customers’ needs are met.

Your team are an integral part of the TOCC and when on shift you will be responsible managing and monitoring the delivery of time critical logistics (24/7) at airports worldwide to ensure our customers across the TUI airlines are fully supported during irregular flight operations. You are part of the leadership team in the TOCC department managing and striving for functional integration and alignment, whilst consistently taking decisions in the best interests of the TUI Airline. 

As our TOCC operates on a 24/7 basis 365 days per year, the role will be shift based. Covering a combination of day (7am - 7pm) and night (7pm - 7am) shifts, which could span weekends and Bank Holidays (shift patterns may be subject to change in line with business requirements). 

**Applications close on 28th February 2025 **

ABOUT OUR OFFER

• Personal benefits: Attractive remuneration, discretionary bonus schemes, generous travel benefits, extensive health & well-being support, and more.
• Flexible working: Work is something you do, not somewhere you go. We encourage a healthy work-life balance with a dynamic working environment.
• A career to shape: Access the TUI Learning Hub to level-up and reach your ambitions.
• Broaden your network: We champion intercultural collaboration and provide opportunities to work on global projects and teams
• Community: Get involved with incredible local charity and sustainability initiatives like the TUI Care Foundation.

ABOUT THE JOB

• Owning and managing oversight of the performance of the Customer Logistics Team on shift actively coaching and guiding where appropriate, this will include workload distribution, performance against departmental objectives and maintaining the highest customer service levels. 
• Coaching and motivating the on shift team to ensure they are taking responsibility for making decisions on the most appropriate process and policy for each scenario during irregular operations as well as taking the lead and making time critical decisions whilst ensuring the relevant Markets Customer Teams and other key internal and external stakeholders receive timely and accurate information to avoid negative customer sentiment, to protect company reputation and  net promoter scores as well as to keep financial impact for the business to a minimum. 
• Build and maintain relationships with various departments to strengthen the collaboration and facilitate a productive and effective decision-making process regarding operational activity and strategic goals, advising the relevant Markets Customer Teams and key internal stakeholders of any issues to prevent re-occurrence in the future, informing Ops Duty Managers of any customer related issues that may impact on time performance to minimise any disruption and flight delay compensation.
• Providing proactive and operational guidance and direction to develop and deliver strong operational performance, seeking continuous improvement to process alignment and integration, cost control/reduction, efficiency, and overall departmental performance, influencing, leading and coaching your team and peers to do the same, creating and fostering a culture of innovation, in an environment that requires high levels of scalability, security and reliability.
• Acting as a subject matter expert, offering training and guidance to the team ensuring they understand and apply the legislation and company policies in relation to EU261/2004 regulation regarding customer welfare, denied and delayed boarding and the importance of collating reports and providing information as requested in relation to the regulation.
• Acting as an escalation point and coordinator in case of operational disruption ensuring the cause of any problem is identified and escalated to the TOCC Customer Manager as appropriate to avoid repercussion in the future and further cost to the business. 
• Accountable to develop training manuals in conjunction with the TOCC Customer Manager, identifying further training requirements by developing and maintaining assessment forms and carrying out regular assessments to identify any individual training needs. 

ABOUT YOU

• Significant and demonstrable team leader experienced within a logistical operational function in the aviation sector.
• Ability to coach, develop and motivate a team to achieve objectives and maintaining the highest customer service levels.
• Ability to make decisions in a complex and fast-moving operational environment whilst considering future implications as well as evaluating costs and benefits of a decision. 
• Able to work in a fast-paced international environment managing multiple stakeholders and tasks with a high degree of attention to detail.
• Self-motivated and self-driven, possess excellent verbal and written communication skills, and enjoy working as part of a team.
• Ability to analyse and diagnose business issues and translate these into fact-based solutions, contributing and communicating a deeply commercial insight.
• Ability to analyse 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.
• A role-model who takes initiative and works collaboratively. 
• Strong negotiating and influencing skills; a systematic and effective approach to challenge and question ways of working.

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.

Security Clearance Statement 

At TUI, safety is our top priority. We conduct thorough background checks on all employees who join our Airline. Rest assured; we’ll guide you on the necessary information you need to provide at each stage. 

Please note that if you are applying for a role in the UK, you must ensure you can provide a full 5 years referencing, plus a criminal record check for all countries you’ve resided in for more than 6 months in the past 5 years (some costs may apply).