Call Centre Agent

We’re looking for a friendly, solution-focused Call Centre Agent to join our customer service team in Edinburgh or Southampton. You’ll be the voice of TUI, helping our customers with their queries and making sure every interaction leaves them smiling.

The role will be published until 23.07.26.

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

• You will handle inbound calls and respond to customer queries professionally and efficiently, ensuring every customer feels heard and valued.
• You will provide accurate information on products, services, processes, and policies so our customers always receive the right answers.
• All customer interactions will be logged accurately in our CRM or call centre system, keeping everything organised and up to date.
• You will meet and exceed KPIs such as call handling time, quality scores, and first-contact resolution.
• Scripts and compliance guidance will be followed where required to maintain our high standards across the board.
• Supporting colleagues by sharing knowledge and best practices helps create a collaborative and supportive team environment.

ABOUT YOU

• Clear communication and excellent listening skills that help you connect with customers.
• Proven experience in a customer service or call centre environment.
• Ability to multitask and stay calm under pressure.
• Excellent problem-solving ability to find solutions quickly and effectively.
• IT literacy and CRM knowledge.

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 let us know.

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