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Customer Disruption Operations Co-ordinator in Leicester

Job description

Starting with a single train journey from Leicester to Loughborough in 1841, we’ve grown into a travel company that’s constantly thinking about new and innovative ways to take you places: not just on holiday, but in your career too.

Whether you dream of working abroad or want to help create the next marketing campaign, there’s a range of roles across our retail stores, head office, Thomas Cook Airlines and far beyond. From Product Managers to pilots, there’s one thing we all have in common: keeping the customer at our heart. 

With a team of over 22,000 colleagues, operating across 15 countries, the opportunities are endless, whether you’ve worked in travel before or are looking to start a new adventure today.

Location: Manchester


Working Hours: 42 (shift)


Job Purpose: An enthusiastic Communications Specialist to manage the internal communications surrounding the whole customer airline experience at Thomas Cook Group. Promote a positive public image and control the dissemination of information to all key stakeholders.


Key Responsibilities:

  • Coordinating internal communication flow between key stakeholders
  • Co-ordinate with the GHC/OCC teams to ensure that both customer and internal communications concerning operational disruption are delivered in a timely manner
  • Draft content of ‘ad-hoc’ letters to support, where required, better communication with customers during disruption scenarios
  • Foster relationships with and serve as a facilitator between all key stakeholders along the customer journey
  • Constant review of Social Media postings during times of disruption to assess customer mood and whether additional support/communication is required locally during the period of delay
  • Ensure engagement with the IDM team is sought as early as possible, to support improved customer experience for inbound delays
  • Auditing of all letters that are sent out to ensure they are accurate


Key Performance Indicators:

  • Reduction in complaints about lack of communication during delays
  • Overall NPS


Capabilities Profile – technical skills/knowledge, experience & track record.


Must have:

  • Excellent communication  and interpersonal skills
  • Strong Aviation background, particularly in an operational environment
  • Firm understanding/knowledge of all Social Media platforms
  • High Level Customer Service mind set
  • Problem solving, solution orientated thinking
  • Background in leading change processes and developing effective communication strategies
  • Strong Stakeholder Management experience, with the ability to communicate at all levels



  • Experience in working with teams across multiple sites/countries
  • Understanding of Travel/Aviation law
  • Experience in working with teams across multiple sites/countries


Qualifications, Training, Professional Memberships or Accreditations

  • Competence in written English to an excellent level


Closing date: 23 April 2019



Life at Thomas Cook is fast-paced and full of opportunities. We’re a leading international travel company that believes in empowering our people, so when you join us, you’ll be given the chance to create, learn and innovate. You’ll also be given the support and training you need to develop your career in the direction you choose.

As you might expect, our holiday benefits are something special. We’ll give you an allowance towards your holiday every year, depending on how long you’ve been with us.  There are also special last minute employee deals, which give you the opportunity to pick up a holiday at an outstanding price. Working for Thomas Cook, you can travel the world for less.

We also offer a flexible benefits package that gives you a range of options to ensure your benefits match your lifestyle.

Extra information

Full UK/EU driving license preferred
Car Preferred
Must be eligible to work in the EU
Cover Letter Required

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