This is an exciting time in TUI Aviation where we are creating a new TUI Group Operations Control Centre (TOCC) with accountability for the operational planning and 24/7 delivery and control of airline operations in the operational control window: day of operation and 8 weeks prior. 
 

The Flight Delay Operational Specialist is a key role in managing Flight Delay Compensation across the airlines in TUI Aviation. Ensuring our Customers get a timely and accurate response to their flight delay claim is essential as TUI prides itself on being the Best Loved Holiday Brand. Your role will be to ensure that flight delay is managed effectively, liaising with key stakeholders internally and externally to ensure the correct collation of information and process management to effectively manage any claims.

Please note the role holder will work 12-hour shifts, days only, on rotation, including weekends

Applications close Tuesday 28th September 2022

ABOUT THE JOB
 

• Own the processes that sit within the TUI Operations Control Centre (TOCC) around Flight Delay including the near real time flight delay analysis for any flight delay that customers will look to claim for EU261. This analysis will require strong attention to detail and operational knowledge of the airlines across TUI to ensure that the airlines and Markets are best placed to manage any Customer claims
• Ensure the correct information is available for the response to our Customers and/or colleagues for each flight delay claim
• Understand EU261 legislation with respect to customer claims for each Group Market
• Work alongside our Contact Centres and systems teams to ensure flight delay systems updated and information records maintained as required by all airlines and Markets in a timely manner
• Key stakeholder in the use of the Flight Delay tool, working with Finance and Contact Centre teams across the airlines as well as our third party Legal partners to ensure timely information is passed to the right people at the right time across all markets
• Ensure continuous improvement across the markets in the processes of; near real time flight delay analysis, initial delay categorisation of all +3hr delays (extraordinary/non-extraordinary) record keeping, evidence pack collation and creation of Flight Delay Management Claim (FDMC) in our internal systems across the markets as appropriate
• Completion of the Master Delay Compensation spreadsheet and associated tools, production of information for “customer facing” & “reasonable measures” responses and provision of delay information for legal partners and TUI Markets colleagues
• Collate evidence pack data for +3hr delays, or on request for delays under 3 hours, to be used in defence of EU261 claims, undertaking witness statement completion when requested
• Analyse feedback from our legal partners and colleagues for continuous improvement and work alongside the Finance Business Partners in the markets to ensure budget and provision are correct based on real time MI
•  Production of delay data reports on EU261 to senior leaders across aviation
   

ABOUT YOU
 

• Understanding of flight delay compensation ideally combined with previous experience within an Airline
• Strong attention to detail with demonstrable experience of managing and reviewing data 
• Customer service experience within a related industry
• Proven organisational skills with a demonstrable ability to work under pressure
• A track record of owning and developing processes and driving continuous improvement
• Good communication skills with the ability to liaise effectively with internal and external departments
• Ability to work as part of a team and contribute into group work
• Operational Airline knowledge is highly desired

ABOUT OUR OFFER
 

• Fantastic holiday benefits including discounts, special offers and the ability to purchase additional ‘TUI time off’
• Excellent rates with foreign exchange
• Health and Wellbeing support in five key areas – Financial, Health, Social, Community and Career
• Private Medical Insurance, single cover with option to add dependants
• Permanent Health Insurance
• Pension scheme and life assurance

TUI is the leading tourism business and our vision is to make travel experiences special. To fulfil this vision, we never stop looking ahead, seeking new ways to delight our customers and grow our business. We recognise the power of digital and the massive contribution this brings to creating a truly unique and differentiated customer experience.