Customer Service Advisor, Stockton

  • Stockton-on-Tees, United Kingdom

  • 58841

  • Contact Centres

  • Permanent

  • Full Time or Part Time

  • Various

Joining the Contact Centre Team as a Customer Service Advisor, you will be take telephone calls from our customers, answering after-sales queries and managing any amendments they may wish to make.  There will be modern technology to work with and you will use your excellent communication skills, your expertise and your knowledge to provide our customers with the high standard of service they expect and deserve.


Due to the COVID-19 pandemic our ways of working are a bit different just now with most of our colleagues working from home. Many colleagues worked from home at least a couple of days a week before the current situation, as looking after our colleague’s welfare is important to us. It’s very likely this role will begin with you being based at home, there will be lots of opportunities to connect with your colleagues via technology, however, you must be prepared to work onsite when required.




  • You will listen carefully to our customers, ensuring you understand their requirements in order to resolve their queries and process their requests efficiently & professionally
  • You will display empathy & understanding towards our customers, particularly when handling customer complaints and sensitive situations.
  • You will display positive behaviours, using your knowledge & expertise to proactively look for ways to improve our service and customer satisfaction.
  • You will make outbound calls to our customers who have outstanding payments, using your knowledge of policies and procedures to ensure the right resolution is achieved
  • You will inspire, respect and support your colleagues helping to create a great place to work and a team culture




  • A customer driven and positive individual with a passion for delivering exceptional service
  • Travel sales & service background essential – able to recommend enhancements, to ensure our customers have the best possible holiday experience.
  • Flexible to work shifts across our 7day operation, in line with customer demand
  • Willing to adapt to regular business change and new technology
  • Good mathematical ability, excellent verbal & written communication skills
  • Good working knowledge of DPA & FCA regulations
  • Documenting your work is crucial, as is the full understanding of our terms and conditions so customers understand exactly what you and our business can do to help them. Responsibilities also include the processing of payments in line with internal and external policies.



  • 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
  • Excellent rates with foreign exchange and discounts with retailers
  • Discovery day – time to spend working at a local charity or community
  • Pension scheme and life assurance


TUI is the UK’s largest tour operator, our key brands include TUI, First Choice, Marella Cruises and Crystal Ski Holidays. Our airline is the country’s third largest with 62 aircraft operating to over 88 destinations in 30 countries. We have a team of more than 10,000 employees serving over 6 million customers each year.  We’re on a journey towards a more digital, connected and integrated future. But we haven’t arrived there yet.  We believe that differences drive innovation and we’re encouraging an environment where diverse talent thrives and it’s our unique colleagues that will shape the future of travel. 

If you want to know more about why TUI Group is the world’s leading tourism group, and our continuing work in the diversity & inclusion space, simply visit