Customer Improvements Manager Review

My role is to look at all opportunities to improve the customer experience from end to end, ensuring clear customer communication is generated. Working with key stakeholders across the business to champion customer improvement from pre departure to when they get home. Reviewing customer feedback to understand barriers and areas of improvements and ensuring we deliver our service targets.

I have developed existing skills in communication, motivation and people management. The course has enabled me to look at these skills from a different perspective as well as enhancing existing skills I have from working within TUI as a leader. I have learnt new skills and tools in project management which have been helpful in a new role.

I do enjoy the programme and having the opportunity to learn whilst working, I believe this is a great opportunity for me to document and enhance my existing skills which have mainly been through on the job experience. By doing this course I am able to self develop in a more structured manner.

At the start of my course, I struggled due to so many changes within the programme around my coach/assessor.

I have all the support I need, I am comfortable to take the time out as and when needed that fits both the needs of the business and my learning needs. In weekly 121s, my line manager will take the time to check in and ensure any support needed is given.

I have had great support and listened to my feedback. As I said in a previous question, the main challenges have been around changes and both myself and my assessor better understanding ways of working and learning. I have changed roles through out this apprenticeship.

I feel some areas of the qualification are really relevant to my role such as communication, team buidling understanding how to project manage better this is important as I want to be flexible within the business and work in other teams. Being remote all of these skills are really important

As a remote worker I do not have a lot of these easily available, but my company do provide great opportunities to travel, get involved in social groups through Teams and attend conferences and networking events outside of my working role. This is a great opportunity to meet other people and better understand their roles.

Yes

Having worked for TUI for over 20 years the focus on people and their wellbeing is a priority and is one they are ever growing and continuing to work on, this is important in any business. There are also so many career and personal development opportunities working for a huge business.

Ensure you are passionate about travel and the product. If you love customers and making people happy, share this in any application. Everything we do should be about putting the customer in their happy place. Be patient with training as it can take some time to develop the skills needed to be successful.