NOW THAT YOU’VE BOARDED, IT’S TIME TO GO OVER A FEW THINGS THAT WILL HELP MAKE YOUR JOURNEY WITH US AS SMOOTH AS POSSIBLE WELCOME TO TUI — APRIL 2022 WELCOME TO TUI WELCOME TO TUI ‘I would like to offer a warm welcome and our thanks for choosing to develop your career here at TUI, particularly within our Contact Centre, which is the heart and soul of our customer service. You’re joining at an exciting time of transformation and growth within the Contact Centre, where we’re continuing our journey to offer our customers the best digital solutions to help them self serve, and when they can’t to offer them the best people to give them a great experience, whether it’s correcting an issue before they travel or finding a resolution when they get back. In our strive to be Makers of Happy here in the Contact Centre, we’re not only focussed on delivering outstanding experiences to our customers, but also to our people. We’ll give you the best possible start through our engaging Training Team , with continued development and support through apprenticeships and further qualification should this be of interest. The next steps for you now are to begin your induction, where you’ll learn about everything TUI before moving into our Boarding area , where you’ll be supported further in a live environment, before finally moving over to your new team. All I ask now, is that you enjoy, interact, listen, learn, respect one another and ask questions. I wish you every success and hope you’ll find TUI a great place to work. Many Thanks, Claire Emery’ WELCOME TO TUI — APRIL 2022 WELCOME MESSAGE FROM CLAIRE EMERY, HEAD OF CONTACT CENTRES WARM GREETINGS WARM GREETINGS WELCOME TO TUI OUR DNA Our TUI Way of Working is the foundation of our hybrid work environment. We create a culture of trust and passion that enables a sense of belonging for our colleagues, wherever they choose to work. Our colleagues enjoy flexibility whilst keeping performance and efficiency high. Work is something we do, not somewhere we go. We’ve based our ways of working on our culture and mindset, shaped by our central values of Trusted, Unique, Inspiring with added elements of Leadership, Workplace, Technology and Organisation. This is not about setting detailed rules for everything and everyone, but having a common vision that we bring to life and locally reflect the characteristics of the countries. OUR DNA WELCOME TO TUI — APRIL 2022 WELCOME TO TUI OUR HISTORY With our roots spanning back to the 1960s, we’ve had a long (and complex) history of mergers and integration to get to this point. This includes previous names some may be familiar with, such as Britannia Airways and Thompson . Since late 2014, TUI has acted as an umbrella group for several different tour operators spread over several locations, in- cluding our Northern Regions (UK & I, Nor- dics), Central Region (Germany, Austria) and our Western Region (Belgium, France and the Netherlands). PERSONAL SERVICE When it comes to arranging your holiday, you can click on our website, pop into one of our stores, launch our app or call our contact cen- tre. While you’re away, our 24/7 TUI Experience Centre means our global team of travel experts are on hand to help whenever you need us, while the TUI app lets you control your holiday from the palm of your hand. We’re committed to protecting the planet , too, by actively look- ing out for the environment, local people and wildlife in the places you love to visit. TAILOR - MADE EXPERIENCES Our holiday portfolio ticks off everything from beach holidays and city breaks through to lakes and mountains getaways. We also offer tours , that let you experience exotic places like Costa Rica, Japan, and Australia in a brand new way, and multi - destination trips with over 5,000 combinations to choose from. Plus, our flexible flight options, taxi transfers and flights from your local airport mean you can design your perfect holiday, just as you want it. BEST HOLIDAY AIRLINE We’ve been voted the ‘ World’s Best Leisure Airline’ at the World Airline Awards for five years running. Our state - of - the - art 787 Dreamliners have transformed long - haul holi- days – far - flung doesn’t feel quite so far with roomy seats and no stopovers. And with our highly trained cabin crew delivering top ser- vice, you can be sure of a great start to your holiday no matter which of our 21 regional airports you fly from. TUI IN THE UK AND IRELAND IN NUMBERS... 6 million holidaymakers – we’re the UK’s leading travel brand 12,500 employees – from travel agents to cabin crew, engineers to back office staff 80+ destinations – in 30 countries around the world 4,000+ properties – from luxury hotels to private villas 60+ planes – based across the UK and Ireland 600+ travel agencies – including innovative Holiday Design Stores 24 regional airports – from Gatwick to Glasgow, Dublin to Doncaster 6 cruise ships – sailing under the Marella Cruises banner 1 leading website – one of the UK’s top digital travel hubs 120+ cruise ports of call – from Venice to Havana, Santorini to Singapore. WELCOME TO TUI — APRIL 2022 OUR DNA WELCOME TO TUI At TUI, our guests’ health and safety is of the utmost importance to us and equally, it is the same for our employees. Our goal is for everyone to feel comfortable at their workplace and to enjoy sustainable health – physically as well as mentally. Offices are becoming places of collaboration, networking, and creativity. They are the anchor for our hybrid working model and will reflect our shared values even more strongly than before. Of course, we also have consideration for those where home office is not an option and for whom work is tied to a location, for example airline crew or retail colleagues. At TUI, we know people are as diverse as the destinations we send our customers to. Just as travel is about exploration, we are on a continuous journey to make our work culture more inclusive. A sense of togetherness and belonging drives our team culture. WELCOME TO TUI — APRIL 2022 OUR DNA WELCOME TO TUI WHAT TIME SHOULD I ARRIVE, AND WHAT EQUIPMENT WILL I RECEIVE? As you’ll be aware, you’ll be training in the comfort of your own home. Equipment, including your laptop, charger and headset will be shipped to your as soon as possible. As your first training session doesn’t begin until 1:30 PM , you’ll have plenty of time to grab something to eat and get ready to begin your training WHAT SYSTEM WILL WE USE WHEN TRAINING? We’ll be using Microsoft Teams as our remote classroom. It’s a user friendly system that allows our Trainers to share their screens with you, so that you can view all the content you need to see. With the headset and webcam function you will be able to see and speak with your Trainer, and new trainees. WHAT YOU’LL LEARN At TUI we use a multitude of systems, ranging from internal systems used to handle flights, accommodation, excursions and insurance. In addition to being shown the internal systems we have, you’ll be able to practice using some of the systems and sites our customers use to book with us. As part of the training we’ll use different techniques known as Experiential Learning , where you’ll have a go at the system without any prior knowledge. As well as Experiential Learning we’ll use a Blended Learning approach. This is a mixture of video demonstrations and practical WELCOME TO TUI — APRIL 2022 YOUR FIRST DAY POLICIES Before you begin with us, you’ll need to read over a couple of policies to ensure you're aware of some of the guidelines we have in place. Social Media Policy Attendance & Absence Policy WELCOME TO TUI CODE OF CONDUCT Our Code of Conduct at TUI is a policy that outlines principles and standards that all employees acting on behalf of TUI must follow. Our Code reflects TUI’s mission and values, which tie in with our expectations of professional behaviour standards. Failing to adhere to our codes will lead to an investigation by your Trainer or Team Manager, where an advisory may take place. Multiple advisories can affect your probation period with the company, which in turn can affect your continuous employment with us. WELCOME TO TUI — APRIL 2022 ADDITIONAL INFORMATION CODE OF ETHICS BE INCLUSIVE — We welcome and support people of all backgrounds and identities. We expect the same behaviour from our employees. BE RESPECTFUL — Be respectful towards your fellow colleagues. CHOOSE YOUR WORDS CAREFULLY — Always conduct yourself professionally. Be kind to others and do not insult or put down others. MAKE DIFFERENCES INTO STRENGTHS — We can find strength in diversity. Different people have different perspectives on issues, and that can be valuable for solving problems or generating new ideas. PROFESSIONAL CONDUCT ATTENDANCE AND PUNCTUALITY — You’ll have an allocated start and finish time alongside breaks and lunches. We have high expectations of everyone and we expect set schedules to be followed. ABSENCE WITHOUT NOTICE — If you are absent from work you must follow our absence policy procedure. MOBILE PHONES — Mobile phones are banned during work hours due to GDPR (General Data Protection Regulations). We do not expect them to be out unless your Trainer has given permission due to a task that’s been set. WORKING ENVIRONMENT — As a homeworker or office worker you must be working at a desk with an appropriate chair. We do not tolerate working from a sofas or beds. BACKGROUND DISRUPTION — Working from home can add more background distractions and disruptions, such as dogs barking or doorbells ringing. You must conduct yourself in the same way you would if you were in the office and not allow disruptions to impact your training. MICROSOFT TEAMS — Like the above. we expect you to be dressed appropriately, working in an appropriate area, behaving in the same way as you would in an office. COMMUNICATION — As the majority of our training is virtual we expect strong communication between your Trainer/Team Manager and yourself at all times. Whether this be via phone, email or Teams. *Please be aware that some of the codes may not be applicable depending on if you’re office or home based WELCOME TO TUI COLLEAGUE BENEFITS We want to be the best - loved holiday company not only for our customers, but for our colleagues too. That’s why we offer a variety of benefits that go above and beyond a competitive salary, so we can help you to live your best life happily at TUI. TUI Workwide, where colleagues can take part in ‘workations’ * combining work and play with a holiday package The opportunity to buy extra annual leave on top of our generous entitlement with TUI Time off* Money off your holidays with TUI* Opportunities to grab bargains with our late holiday offers Family & friends discount on our holidays Pension scheme Information and access to additional benefits and discounts through Be Rewarded More. *Depending on you role / length of service. ADDITIONAL INFORMATION YOUR TRAINER — ELISHA MILLER WELCOME TO TUI I joined TUI in 2016 as a Pre Travel Advisor., and worked in this role for 6 months. I then moved onto our After Travel Team for around 8 months, shortly after securing a position in the Directors Office. I have a degree in Photography, which is one of my main hobbies. I absolutely love animals, and I own a Springer Span- iel puppy (who you may see or hear in the back- ground while training). She’s so cute! I love the Grey's Anatomy, but I’m not caught up on the full seasons, so no spoilers. I also love Brooklyn 99 and Friends!