Airport Team Leader, TUI

TUI

Location:
United Kingdom, Gatwick

Category:
Hospitality and Tourism

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

As a Customer Experience Airport Team Leader at TUI, you'll be the friendly face our customers depend on during their travel journey, leading airport representatives and ensuring exceptional service even during uncertainty or disruption at UK airports.

Job Responsibility:

Leading shifts as the primary escalation point, directing your team while proactively managing customer needs and daily tasks
supporting Airport Representatives and acting as key contact between Customer Operations, Ground Handling Agents, and Station Operations Coordinators
resolving customer issues face-to-face using established policies while working shifts including weekends, holidays, and nights
reporting incidents and trends daily while helping your team develop efficient solutions during disruptions
traveling to various UK airports with pre-agreed expenses covered when away from your base
maintaining excellent customer care while balancing business needs and managing delegated spending authority
managing the team and keeping each staff member accountable for their service delivered to customers
training and coaching all staff members to continuously improve and being the go-to person for TUI customer service for the whole shift.

Requirements:

Proven experience in a team leadership or management role, with the ability to motivate and develop team members
commitment to excellent customer service with calmness under pressure
experience handling difficult conversations with strong communication skills and attention to detail
ability to effectively support a team in resolving customer issues promptly
informed decision-making and handling of escalated situations within tight timeframes
effective collaboration skills while working independently and knowing when to escalate issues
ability to handle high-pressure situations while advocating for customer and team wellbeing.

What we 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
excellent rates with foreign exchange and discounts with retailers
community day – time to spend working at a local charity or community
pension scheme and life assurance.

Additional Information:

Job Posted:
September 27, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Airport Team Leader

TUI

Location:United Kingdom, Gatwick

Category:Hospitality and Tourism

Contract Type:Employment contract