Senior Operations Controller

  • Luton, United Kingdom

  • 126497

  • Onsite

  • Permanent

  • Full Time

  • 37.5

This is an exciting role in our TUI Operations Control Centre (TOCC) with accountability for the operational planning, delivery and control of airline operations in the operational control window.


Using key systems, this role will require active management of the TUI Airline fleet and supervision of the Airline Operations Controllers under your remit to ensure all necessary tasks are being carried out competently and accurately. You will report directly to the TOCC Operations Duty Manager to provide support and solutions when there is disruption to the normal operation, as well as liaising closely with internal colleagues within the TOCC in the Crewing, Customer and Engineering teams, and external colleagues such as our Group Operations Centre in Hannover and our service partners and providers across the TUI network.


As our TOCC operates on a 24/7 basis 365 days per year, the role will be shift-based, covering a combination of day (7am – 7pm) and night (7pm – 7am) shifts, including Bank Holidays. Note that shift patterns may be subject to change in line with business requirements.


Applications close 21st April 2024.



The Senior Operations Controller will:


  • As required by the on-shift Operations Duty Manager, take responsibility for the active fleet management of the TUI Airline fleet, maintaining 24-hour operational control and responding to minimise the impacts of irregularities & disruptions, including maintaining overview over any relevant lease-in/out or special operations
  • Develop and maintain an in-depth knowledge of the operating programme, customer profile and privileges, SLAs and approvals of the TUI airlines’ Air Operator Certificate (AOC), and act as a source of expertise and on-shift advice for the on-shift Operations Duty Manager
  • Develop and maintain strong relationships with senior management including Nominated Persons of TUI Aviation airlines’ AOCs and wider Market operational teams, including participation in daily/weekly operational calls with key stakeholders and service delivery partners.
  • Monitor and advise the on-shift Operations Duty Manager on irregularities or disruptions arising in parts of the overall TUI airlines’ flying programme and recommend solutions to mitigate the impact on on-time performance, customer experience and crew efficiency
  • Understand and provide advice to the Operations Duty Manager in respect of local government, airport authorities, regulatory authorities, handling agents and/or Market tour operators for the TUI Airline local airline geographies and operating contexts
  • Provide guidance, coaching and support for TOCC Airline Operations Controllers (TOCC AOCs), working closely and collaboratively together to maintain a robust operational flying programme.
  • Understand and work in close cooperation with the TUI Aviation Engineering and Maintenance function to manage the implications of near-term operational maintenance, technical issues and Aircraft on Ground (AOG) situations, optimise and enact fleet and flying programme decisions accordingly
  • Maintain close, consistent communication and cooperation with the TUI Group Operations Control Centre, who manage the flight planning aspect of TUI Airline, working cooperatively together to resolve disruptions and to optimise operational performance
  • Work closely with Crewing Duty Managers to respond to and resolve operational issues ensuring compliance with all crew agreements and regulatory factors and clarity of communication within and from the TOCC in respect of crew duties
  • Ensure operating cost implications and EU261 Denied/Delayed Boarding compensation financial considerations are analysed in supporting the Operations Duty Manager to manage the live operation 
  • Coordinate the operational response to irregularities and disruption arising in the flying programme as required by the Operations Duty Manager and in close cooperation with colleagues within TUI Aviation, the local airlines, Market tour operations and Musement ensuring a high degree of information flow and quality communications from the TOCC
  • As required by the Operations Duty Manager and the dedicated Leasing team, coordinate short notice lease-in / lease-out in accordance with local CAA regulations and/or aircraft type changes
  • Support the Operations Duty Manager in the event of major disruptions, incidents, accidents for all airlines and in accordance with TUI Group, Markets, Musement and individual airline emergency response procedures (ERP).
  • Assist the TOCC OAC in carrying out operational flight watch, maintaining accurate systems data at all times
  • Maintain a detailed working knowledge of all operational systems and contribute to the development and testing digital and analytical systems solutions for the airline operational control environment
  • Prepare high quality written reports and operational data to enable management decision and action






  • Strong understanding and experience of aviation operational, technical and regulatory matters
  • Clear and strong communications
  • Flexible, responsive, able to respond to fast changing operational situations
  • Ability to build positive and constructive relationships to work in collaboration with colleagues and stakeholders
  • Detailed understanding of cultural and contextual differences within TUI Aviation local airlines
  • Customer focused towards both internal and external customers
  • Cost conscious and understands the longer-term perspective and implications of decisions
  • Open to new ways of doing things and views change as an opportunity
  • Resilient and able to work under pressure
  • A patient approach to coaching and supporting junior and less-experienced members of the team





  • 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
  • Discretionary Bonus Scheme
  • Private Medical Insurance, single cover with option to add dependants
  • Permanent Health Insurance
  • Excellent rates with foreign exchange
  • Pension scheme and life assurance


We want to be the best-loved holiday company not only for our customers, but for our colleagues too. That’s why we offer a variety of benefits that go above and beyond a competitive salary, so we can help you to live your best life happily at TUI.  Click here to find out more.​


We love to see your uniqueness shine through and inspire the future of travel.​  If you would like to read more about what Diversity & Inclusion means to us simply visit Our DNA

If you require any further information regarding this opportunity, please email

We really value your interest in TUI and will be back in touch with you shortly after the application closing date.

Do you have any questions regarding this job offer? Get in touch!

Airline Talent Acquisition Team


Please note: Only for questions or queries. Applications will only be accepted via the Careers Portal.