Descripción de la oferta
Welcome to this recruitment process with Vueling!
Applying is your first step to having the opportunity to join the first Top Employer airline in Europe. We hope the information you find hereencourages you to apply so we can get to know you and stay connected.
Let's start by getting to know us better!
At Vueling, we love things to happen. We always do our best to go one step further and do it better. We invite our people to celebrate their unique strengths, work as a team to overcome challenges and achieve their goals for the greater good.
Our team is made of great professionals. Great and passionate people who collaborate, support and complement each other's skills.
We are one of Europe's leading low-cost airlines, with special relevance in the Spanish domestic market, as well as in France and Italy.
Job Purpose
Manage and resolve customer service disruptions, including flight cancellations, delays, overbookings, and missed connections, within the Customer Operations department, by operating reservation systems, coordinating with iOCC, airport handlers, third-party vendors, and internal teams, in compliance with airline policies and operational procedures, and keeping customers informed, with the aim of delivering timely solutions, ensuring customer satisfaction, facilitating compensation processes, and maintaining operational records for future claims.
Main Accountabilities
Ensure timely responses to schedule changes and minimise customer impact.
Provide passengers with the earliest possible travel solutions.
Meet customer needs during extended delays and ensure their comfort.
Minimise service interruptions and maintain operational continuity.
Reduce passenger inconvenience and resolve seat allocation issues effectively.
Ensure consistent, compliant, and customer-focused compensation resolutions.
Maintain accurate records and coordinate responses efficiently.
Keep stakeholders informed and reduce uncertainty during service disruptions.
Create a clear operational history for performance analysis and future claims.
Support punctuality, coordination, and proactive disruption management.
Maintain customer satisfaction and reduce anxiety during travel disruptions.
Offer personalised support and resolve critical customer issues promptly.
Ensure swift and coordinated responses to high-priority cases.
Contribute effectively to the resolution of emergencies affecting customers.
Ensure smooth operations and address immediate issues during night shifts.
Main Responsibilities - Tasks
Monitor flight schedules for cancellations and delays, identifying potential disruptions promptly.
Rebook affected passengers on alternative flights, using reservation systems and available inventory.
Arrange hotel accommodations and meal vouchers, coordinating with vendors as per company policy.
Manage disruptions such as delays, cancellations, and other disruptive events, addressing issues swiftly.
Manage missed connections and overbookings, reallocating passengers according to policy
Apply compensation according to company policy, assessing passenger claims fairly.
Operate reservation systems and communicate with internal teams, managing bookings and disruptions effectively.
Elaborate and send ad hoc communications to customers and airports regarding disruptions, providing timely updates.
Maintain detailed records and resolve operational procedures and issues, documenting all actions.
Keep contact with key airports to track service performance and timings, exchanging real-time information.
Keep customers informed regularly during disruptions, providing timely updates.
Contact specific customers directly whenever necessary, addressing their concerns individually.
Provide support to resolve urgent cases within Customer Operations, collaborating with cross‑functional teams.
Participate in the Customer Emergency Response Team, supporting crisis management activities.
Responsibility During Night Shifts, provide support for any required task within the Customer Operations department, prioritising urgent needs.
Main Relationships
iOCC (Integrated Operations Control Centre): Collaborates with iOCC to monitor flight schedules, manage cancellations, and coordinate responses to disruptions, ensuring timely rebooking and effective communication with all operational teams.
Customer Area: Works closely with customer service teams to provide real‑time updates during disruptions, contact affected passengers directly, handle compensation claims, and ensure customer satisfaction through clear and proactive communication.
Ground Operations: Coordinates with Ground Operations to manage issues such as missed connections, overbookings, and passenger reallocation, as well as ensuring swift baggage handling and seamless airport services during disruptions.
Hotel Vendors: Arranges hotel accommodations for affected passengers during extended delays or cancellations, ensuring compliance with company policies and customer welfare standards.
Food Vendors: Coordinates the provision of meal vouchers or on‑site catering services for disrupted passengers, ensuring comfort and managing customer experience effectively
Airport Ground Handlers: Collaborates with airport handlers for on‑ground services such as boarding adjustments, passenger transfers, and baggage handling, ensuring operational efficiency during disruptions.
Education
Bachelor’s degree (Aviation‑related field desirable).
Experience
Minimum 6 month - 1 year of experience working at the airport as a ground handling agent, a travel agent or in customer service.
Previous experience in an operational role within the airline industry.
Experience dealing with operational disruptions.
Experience managing customer service disruptions and coordinating with internal and external stakeholders (e.g., iOCC, airports, vendors).
Competencies
High standard of external and internal customer service.
Passion for service delivered with care
Drive for results
Team working
Organized
Commitment
Dynamic and enthusiastic
Ability to handle stressful situations appropriately.
Languages
Spanish C1
English C1
Other
Proficiency in airline reservation and customer relationship management systems.
Familiarity with airline reservation systems and customer service software.
Understanding of airline policies and industry regulations.
Availability to work rotating shifts.
Location
Barcelona‑Viladecans, Spain
Level
Individual Contributor 6
We are the only Top Employer airline in Europe
For the second year running, Vueling is the only European airline and the only low‑cost airline in the world to obtain this certification. The Top Employers Institute programme certifies organisations based on the participation and results of their HR Best Practices Survey. This survey covers six HR domains consisting of 20 topics including People Strategy, Work Environment, Talent Acquisition, Learning, Diversity, Equity & Inclusion, Wellbeing and more.
