Customer Advisor, Chat & Social – Fixed Term – ASAP – March 2019


TUI 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 one
TUI 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.

At A Glance

About Crystal Ski Holidays
For us, the mountain is everything. We love it as much as our customers do. Since 1981 we’ve been finding the best places for UK and Irish customers to ski, and the most exciting mountains to spend time in. We work hard for our customers to ensure they can easily choose, book and experience the best possible holiday. We’re enthusiastic, fun, approachable, and expert. Whatever our customers are looking for in a winter ski holiday, they’ll find it in one of our 120+ resorts.

What You Will Be Doing

As a member of the Digital Response Team, you’ll deliver outstanding customer service to our customers. You’ll bring our products and service to life with a fun and enthusiastic approach whilst using your own experience and expertise. You’ll answer questions, offer speedy solutions and help our customers throughout their journey with us, mostly via Facebook and Twitter, to ensure our customers’ expectations are exceeded. You’ll work closely with teams across the business as the ‘voice’ of our customers.

Providing advice and suggestions to assist our customers making their holiday booking
Listening to our customers throughout the journey including pre and post-booking before they go on holiday and when they return home by answering questions
Ensuring that contact – mostly chat and social, are handled quickly and with a friendly ‘can-do’ attitude, whilst achieving and exceeding performance targets against key performance indicators
Proactively responding and engaging with our social media audience, ensuring they’re kept up to date and informed during their experience with us
Ensuring everything that you do is in line with improving and enhancing the overall customer experience and actively working with the business to share recommendations for change based on customer feedback
Ensuring you are up to speed with the product, sharing your own stories and using your initiative to ensure you are an expert in our holidays

Key relationships
Sales, Service and Retail Leads
Digital and social media team
Web Sales & Commerce Operations team
Overseas team

You put the customer at the heart of everything you do, have a passion for delivering service and results, and understand how much having a great holiday means to our customers
You can bounce back from setbacks and have a “positive” and “can do” attitude to life
You’re enthusiastic and a highly effective communicator and great at working with other people
You love learning new skills and you want to work in travel
You’re chatty and personable – you build rapport quickly with customers and colleagues
You’re quick to spot potential problems and are good at solving them using your own initiative so everyone ends up happy
You have a flexible approach to working in a dynamic and fast-paced environment
You think on your feet and remain calm when faced with difficult situations
You are willing to work flexibly, with varying shifts covering daytimes, evenings, weekends and occasional night shifts.

This team operates 365 days a year. On our ski weekend departure days, there may be an occasional need to work weekends to cover 24 hour opening Friday, Saturday and Sunday.

Please note this is a Fixed Term Contract with an immediate start until the end of March 2019.