Recruiter

TUI UK & Ireland : Retail

Job term

Permanent

Job hours

Full time

At A Glance
Our Company vision is making customers and staff feel special. Your role is to ensure you and your team bring this vision
to life and deliver our service promises.

The Superstore customer vision is Maximum choice, minimum effort. Your role is to ensure delivery of this vision in your
extended trading hours superstore.

What You'll Be Doing

Customer Obsessed

* Work with the Superstore Manager to ensure you and the team enhance the customer experience by providing a personal
and attentive service at all times.

* Be an ambassador for TUI Travel by having a can do attitude at all times.

* Regularly monitor customer service levels and takes every opportunity to develop staff to improve performance.

* Ensure you and your team utilise all sales tools provided to enhance the customer experience.

* Promote customer loyalty by building long-term relationships.

* In the Superstore Managers absence ensure you have Travel Specialists to meet customer demands.

Playing to Win

* Assist the Superstore Manager to achieve KPI targets for Store, bureau, Virtual Call Centre (VCC) and service by
demonstrating passion and understanding key drivers.

* Demonstrate an awareness of local competitor activity and the travel industry in general and act upon it.

* Deliver a personal Margin target as agreed with your line Manager.

* Find solutions to issues/barriers in a timely manner with lasting positive results

* Build relationships with local businesses to maximise customer base.

* Be a FX Specialist and able to drive this area of the business.

* Event Management Role

* Build relationships with suppliers for support with local marketing events.

* Monitor performance of events to ensure their effectiveness.

* Build relationships with suppliers to drive sales performance and deliver sales plans, particularly when taking on
ownership for event management.

* Work with the Superstore Manager to develop an events calendar, effectively plan, organise and deliver the events in
your store.

Responsible Leadership

* Plan and organise your own workload to meet required deadlines.

* Contribute to the "Be Green" charter.

* Encourage customers to contribute to the World Care Foundations.

* Assist the Superstore Manager in driving the high performance of the team by giving timely and appropriate feedback
and development to improve performance and manage under performance.

* Lead and inspire your team by being a role model.

* Communicate with impact at all levels to achieve business results and adapt personal style and use of language to
suit others.

* In the absence of the Superstore Manager communicate and implement all RSM and company messages and instructions.

* Assist in creating a winning team environment by demonstrating the TUI values, service promises and behaviours.

* Training Management Role

* Ensure you and the team embrace every training opportunity and take ownership for your own personal development.

* Work with the Superstore Manager to design and produce a training plan which is effectively delivered in store taking
into account the number of Specialist roles required.

* Deliver weekly training sessions and check individual understanding.

* Ensure new starters are inducted appropriately.

* Provide management and support to any Apprentices within the store.

Value Driven

* Achieve operational excellence through adherence to audit and compliance procedures

* Work with the Superstore Manager to ensure the team are always up to date with Company, Sales, Service and
Operational updates by using the intranet.

* Consistently demonstrate commercial acumen in managing all Store activities to improve overall business results.

What We're Looking For

* Customer service skills and experience

* Ability to build rapport

* Communication skills

* Sales driven

* Positive 'can do' attitude

* Attention to detail

* People Management & Development

* Strong Maths, Spelling and English Grammar (verbal and written)

* Travel and/or retail experience/knowledge desirable

* 4 GCSE passes at grade C or above including Maths and English (or equivalent)

Key Relationships (Internal - consulted or informed, External - prime business contacts):

Person(s): Nature:
Superstore Manager Line Manager
Travel Advisors Direct reports in Manager absence
Tour Operators Service provider
Suppliers Service provider
TUI H/O employees Colleagues
Customers

Key Technical Skills (Assessment Criteria)

Internal Candidates
External Candidates
Must have a minimum of 12 months experience at Assistant Retail Manager level
Must have work experience in the travel industry or strong product knowledge re: travel.
Working in a shop/store that has achieved above company average in both profit and customer service pulse results for
a consecutive 6 months in their current role
Must be willing to sit a computerised assessment of Maths and English skills.
Attendance levels must be within Company Policy standards and must not be on a disciplinary

Job Division: Mainstream

Location: FC-Peterborough SS


first choice deputy superstore manager peterborough full time retail customer services sales travel tourism sale services communication skills positive can do attitude