Customer Response Team Leader

Location

Viladecans, Barcelona | Spain

Job description

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 here encourages 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

Customer Response Team leader works in shifts 24/7 in the iOCC of the airline, overseeing customer response team leadership, working coordination of customer focused decisions in between operational departments and ensuring customer assistance is delivered during disruption situations according to company standards and EU261.

Reporting to the Customer Operations Manager, the candidate will also be in charge of personalized follow up of the team and professional development and mentoring.

Main Accountabilities

• Customer assistance during disruptive situations
• Real time reporting to management and other stakeholders
• Negotiation during operational decisions to enhance customer experience
• Team supervision and leadership
• Follow up new tools and process implementation
• Risk assessment analytical capacity to take autonomous decisions in compliance with regulations
• Ensure cost control and legal registers for future possible claims
• On the job team training
• Deliver ad hoc designated tasks in a timely manner

Education

• Minimum required: University Degree.

Experience  

• Minimum 2 year experience with team management and supervision
• Minimum 5 years experience in operational control center, airports, handling or related experience
• CRM and bookings systems experience is a plus

Competencies  

• Multi tasking and prioritization capacity between urgent requests
• Ability to work under pressure in fast paced environments
• Analysis and risk assessment
• Leadership and negotiation
• Decision making

Languages  

• English: C1
• Spanish: C1
• Italian or French is a plus

Other  

• Work in shifts from Monday to Sunday (H24)

Location

Viladecans (Barcelona)

Level 

Individual Contributor 5

Vueling is the first Top Employer airline in Europe

Vueling is the first European airline and the first low-cost airline in the world to obtain this certification, based on Vueling's results in the Top Employers Institute's HR Best Practices Survey, and covers six areas of human resources across 20 different topics.

#FlyToYourFullPotential

Every single person who works with us is unique. Join us is accepting the invite to fly to your full potential through self-development and pursuing your professional passion. Our employee value proposition and benefits include staff travel, discounts, a flexible working model, and more! Want to learn more?Click here .

 Our Culture 

We thrive on teamwork and collaboration . Joining our team means being part of a cohesive unit that works together, shares knowledge, and supports each other.

Our positive working atmosphere is unique and essential to our productivity and growth. You'll be surrounded by diverse and dynamic professionals. We are passionate about what we do: Connecting People and Places! Learn more about our Mission, Vision, & Values .

Our Recruitment Process 

Your experience as a candidate is critical for us. We firmly believe that understanding our process will alleviate anxiety and ignite your passion for this extraordinary experience! Please take a closer look at how our process works .

Job tags

Salary