Head of Operations Control & Customer

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TUI Group is the world's number one integrated tourism business. Within TUI Group, TUI Airline regroups all airline activities across UK, Nordics, Belgium, The Netherlands, Germany, Spain, Morocco, France, and the Dutch Antilles. Airline Operations is a function within our airline organisation responsible for the safe and punctual delivery of the 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 Head of Operations Control & Customer, you will oversee the seamless operation of the TUI Airline Operations Control Centre (TOCC). You will be responsible for driving operational efficiency, ensuring the highest level of customer satisfaction, and leading a team that responds to real-time operational challenges and customer needs.

This is a senior leadership position requiring strategic thinking, strong problem-solving skills, and a passion for delivering exceptional customer experiences while managing the complexity of airline operations.

In this role, you'll report to the Director of Airline Operations.

*Applications Close 20th December 2024*

ABOUT THE JOB

As Head of Operations Control & Customer, you'll be responsible for:

• Leading and managing the TUI Operations Control Centre (TOCC) to ensure 24/7 operations, including flight monitoring, delay management, and recovery coordination.
• Developing strategies to minimise disruptions and maximise flight schedule integrity, overseeing real-time decisions for delays, cancellations, and rerouting to achieve On Time Performance (OTP) targets.
• Ensuring effective communication and collaboration between TOCC, flight crews, ground operations, and other stakeholders.
• Monitoring key performance indicators (KPIs) and implementing improvements, maintaining protocols for incident response and crisis management.
• Conducting strategic reviews of TOCC procedures, engaging senior stakeholders for regulatory compliance, and providing team training.
• Fostering a positive work environment, participating in 24/7 on-call periods, and deputising for the Director of Airline Operations as needed.

ABOUT YOU

• Extensive experience managing an airline operations control centre (OCC) and customer logistics/control operations.
• Strong knowledge of aviation regulations, safety standards, and industry best practices.
• Proven track record in crisis management, operational decision-making, and customer service excellence.
• Exceptional leadership, communication, and interpersonal skills.
• Strong analytical, problem-solving, and organisational abilities.
• Ability to work under pressure, make quick decisions, and multitask in dynamic environments.
• Effective communication and influence at all levels, including TUI Airline Board.
• Proficiency in business English (spoken and written); some international travel required.

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).