Ground Operations Duty Manager (TOCC)

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.
The Ground Operations function operates as a multi-disciplinary team of experts driving performance, efficiency and innovation across all aspects of Ground Operations.
The Ground Operations Duty Manager (TOCC) will be integral in the delivery of the TUI Airline operation during their shift. They will work closely with the TUI Airline Operations Control Centre (TOCC) team and will be the subject matter experts with regards to our airport and ground handling operations. Working in conjunction with the TUI Operations Control Centre team, they will seek to mitigate delays, minimise disruption to our customers and ensure we deliver operational excellence. This position will offer ground handling expertise and support for the TOCC airline operations team.

In this role you’ll report to the Ground Ops Flight Coordination Manager, and whilst on shift will escalate operational issues to the TOCC Operations Duty Manager.
As this is a highly operational role based within our TOCC, the position will be based fully onsite at Wigmore House, Luton and will operate on a rotating shift basis covering 24/7 including weekend and public holidays.

Applications close 27 April 2025

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

• Support the operational delivery of all aspects of the TUI ground operation through collaboration with the TOCC Team
• Have awareness of ground handling agreements and SLA’s, to ensure operational services are being delivered as required
• Using the Ground Operations Turnaround Analysis tool, proactively monitor ground activity across the network, to mitigate disruption and ensure issues are resolved
• Develop strong communication and relationships with the TOCC and our airport-based teams to ensure a seamless service for delivering operational excellence
• Build effective and productive relationships with suppliers and third-party teams to leverage benefit and value for the TUI operation
• Act as a ground operations subject matter expert to support the TOCC Operations Duty Manager in managing airline disruption or program recovery
• Provide the TOCC team with escalation support with our Ground Operations contracted suppliers to ensure high performance, effective planning, and command & control activities
• Manage operational mitigation measures with local airport and ground handling teams to stabilise the TUI ground operation
• Through your extensive ground handling and airport experience, assess any aircraft and program recovery plans to ensure they are deliverable, resolving ground operations issues before they occur
• Coordinate ground operations recovery plans in conjunction with local airport-based TUI and supplier teams
• Act as the initial Ground Ops lead for airport disruption & crisis events, feeding relevant information into the TOCC team
• Ensure Ground Operations safety and security procedures are followed when working with service partners
• Coordinate and provide comprehensive shift reporting, sharing ideas for operational efficiency and improvements, and escalating issues for follow-up and review by wider Ground Ops stakeholders
• Act as Subject Matter Expert for Ground Operations systems (e.g. GoNow & iPort DCS, eLoadsheet, Turnaround Tool etc.)
  

ABOUT YOU

• Significant experience in an operational airport, airline, or ground handling environment
• Experience in leading, motivating, and managing colleagues in a fast-paced environment
• Evidence you can think operationally on the job and implement recovery plans
• Ability to coordinate a multi-supplier and multi-location operation
• Proven prioritisation ability and evidence of working in a fast-paced high-pressure environment
• A logical thinker with the ability to generate ideas and have confidence to follow through
• An excellent communicator, easily able to articulate ideas and instructions across multiple nationalities, and able to build strong local relationships whilst upholding our TUI Values
• Self-motivated and ability to work independently as well as part of a team
• Ability to illustrate you put the customer at the forefront when developing plans and initiatives
• An influencer who can develop a strong network of contacts throughout the operation and is able to get stakeholders to champion TUI
• This role requires strong business English (written & spoken); other languages are an advantage
• Flexibility: These roles will be deployed and based in our operation centre and as such they will be based around a 24h flexible shift pattern. The role could involve short-term deployment to other TUI stations to provide operational support during disruption and/or crisis. 
  

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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).