Call Centre Agent

About the role

Join TUI’s customer service team as a Call Centre Agent, handling inbound calls from customers in Edinburgh or Southampton. You will be the friendly voice that resolves queries, provides accurate information and ensures every interaction ends with a smile.

Key responsibilities

• Answer inbound calls and respond to customer queries professionally.
• Provide accurate information on products, services, processes and policies.
• Log all interactions accurately in the CRM or call‑centre system.
• Meet and exceed KPIs such as call handling time, quality scores and first‑contact resolution.
• Follow scripts and compliance guidance to maintain high standards.
• Share knowledge and best practices with colleagues to foster a collaborative environment.

Required profile

• Clear communication and excellent listening skills.
• Proven experience in a customer service or call‑centre environment.
• Ability to multitask and stay calm under pressure.
• Strong problem‑solving ability.
• IT literacy and familiarity with CRM systems.

Required skills

• CRM

What we offer

• Attractive remuneration and discretionary bonus schemes.
• Generous travel benefits and extensive health & well‑being support.
• Flexible working arrangements to promote work‑life balance.
• Access to the TUI Learning Hub for career development.
• Opportunities for intercultural collaboration and global projects.
• Involvement in local charity and sustainability initiatives.