TUI invests in team with help from Gower College Swansea – Swansea Bay News
A leading leisure, travel and tourism company, TUI has invested heavily in its people by enrolling 50 team members in several apprenticeship programs, all delivered by Gower College Swansea.
Staff complete apprenticeships in contact center operations, learning and development, digital marketing, data analytics, business improvement techniques, and leadership and management programs, to support the business as demand for post-pandemic vacations continues to rise.
Commenting on how the TUI call centre, located in Alexandra House in Swansea, has adapted to industry challenges, is Antonia Williams, Contact Center Training Manager at TUI Group:
“Like many other industries, the travel industry has faced tremendous challenges over the past few years due to Covid. It has been an extremely difficult time, with continued uncertainty. We have had to take an ‘everything -in-one” and staff in the contact center and wider business have worked beyond expectations to go the extra mile for our customers. This training will help us invest even more in our staff and demonstrate our commitment to their learning and career development.
“We have carefully selected several apprenticeships to guarantee everyone the same development opportunities, whatever their skills or their current background. Rolling out the learning programs over the past six months has already proven to be a resounding success and we have already seen several promotions of staff on the learning programs.
The learning programs have been specifically designed to meet the needs of TUI and its operations. Contact center employees thrive in a pressured, time-sensitive and goal-oriented environment. Gower College Swansea’s bespoke approach has therefore enabled both the learner and the company to benefit immensely from the learning process.
One learner said: “It has given me the knowledge and tools I need to be a good, confident team leader. It has also given me the opportunity to support my newcomers, help them grow and ensure are ready to join their teams.
Gower College Swansea Business Coordinator Einir-Wyn Hawkins said: “We are proud of what we have achieved with TUI. This shows exactly how we can help businesses meet their individual needs. We help companies identify skills gaps and work closely with them to ensure teams have the right level of skills to thrive in their work environment. Apprenticeships are a great way to develop existing staff and ensure workforce sustainability.
TUI Group contact center manager Claire Emery said: “I am immensely proud of the Contact Center teams. They have shown resilience and commitment without a doubt during a very difficult time. We had to be nimble and flexible in our ways of learning and developing our people. The successful partnership that has been forged with our training team and Gower College will truly enhance skills, provide a structured career path for our employees and overall a better experience for our customers.