Overseas Commercial Support Executive

Are you passionate about delivering exceptional customer service and building strong supplier relationships in a competitive marketplace? Join our dynamic Overseas Commercial Support team at TUI UK&I, where you'll play a crucial role in representing our commercial interests and resolving booking and reservation issues.

As an Overseas Commercial Support Executive, you will support both the customer and commercial divisions for TUI UK&I. You will work alongside Group Product and Purchasing during crises, quality, and building work issues with our preferred partners to resolve customer-related bookings and reservation issues, while also mitigating any financial risk to the UK&I business because of customer change. Your role will involve managing a portfolio of destinations, negotiating with suppliers, and ensuring customer satisfaction and retention.

There is a team commitment in coming to the Palma office, so it is important you are in a commutable distance of the office location.  Please note ideally the team currently attend the office at least one day per week*. 

Please be advised the closing date is 6th April and a local contract will be offered with Palma, Mallorca as the main workplace location

ABOUT THE OFFER

• Personal benefits: Attractive remuneration, 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

• Manage all OCS activity across a portfolio of TUI destinations to maximise customer satisfaction and retention, programme efficiency, and protect profitability.
• Negotiate with suppliers to secure suitable alternative accommodation where bed availability is at a premium, minimising cost to the business and impact on UK&I customers.
• Facilitate programme changes using @com and JIRA systems to ensure accuracy in line with end-to-end processes agreed by all relevant stakeholders.
• Monitor hotel partners' actions and negotiate to ensure minimal impact on TUI UK&I customers in case of overbookings or other changes.
• Prioritise financially committed/risk units for any customer change and recover losses caused by supplier-driven changes from hotel partners.
• Support hotel partners with customer reservation queries and collaborate with TUI Musement regarding customer-focused activities (e.g., opening, closing hotels, reservations, overbookings).
• Assist both UK/Offshore Contact Centre with customer-driven requests and build strong relationships with hotel partners and internal departments.
• Analyse customer-driven KPI reports to ensure customer retention levels are considered and maximised, and act as an OCS contact person on behalf of TUI UK towards the supplier.

ABOUT YOU

• Organised, accurate, methodical with a keen eye for detail.
• Experienced in working with customers and has a strong commercial understanding.
• Service-oriented with a strong customer focus and excellent negotiation skills.
• Proficient in written and verbal English language skills and comfortable working within a team.
• Able to work in a pressurised environment with high volumes of change and adapt to new systems.
• Effective in communication, both written and verbal, and comfortable challenging supplier decisions to ensure customer satisfaction.
• Good at time management, process-oriented, and able to work under pressure to deliver to tight deadlines.
• Proficient in Microsoft Office programmes and willing to learn new systems/technology.

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.