loyalty & planning specialist (temporary)

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

 Act as the primary point of contact for premium and loyalty-program (Vueling Club) customers within the Call Centre, handling complex inquiries, escalations, and high-value service requests while ensuring personalised and exceptional customer interactions, within the airline's customer service framework, collaborating with the Call Centre Manager, Customer Service Manager, Loyalty Team, and other internal stakeholders, in accordance with Vueling's brand standards, quality assurance guidelines, and loyalty programme policies, ensuring alignment with customer expectations and operational requirements, to enhance customer satisfaction, foster long-term loyalty, uphold service excellence, and reinforce the premium experience for high-value customers.

Main Accountabilities

• Enhance customer satisfaction by delivering a personalised experience aligned with loyalty programme standards, reinforcing the airline's premium service positioning.
• Ensure timely resolutions and maintain service excellence, minimising negative
  impact on customer loyalty and reinforcing trust in the airline's premium service.
• Empower loyalty members with the necessary knowledge to make full use of
  their benefits, increasing engagement and retention.
• Provide loyalty customers with accurate, empathetic, and proactive messaging,
  ensuring a seamless experience across different touchpoints.
• Guarantee a consistent, high-standard experience that strengthens brand
  reputation and ensures customer loyalty.
• Identify trends, assess service gaps, and recommend targeted improvements to
  elevate the premium customer experience.
• Mitigate service disruptions for high-value customers, minimising inconvenience and reinforcing trust in the airline's commitment to premium service.
• Ensure ongoing service excellence by keeping knowledge and skills aligned
  with evolving loyalty programme standards and customer expectations.
• Contribute to the company's crisis management strategy, ensuring premium
  customers receive swift, reliable assistance in critical situations.

Main Responsibilities - Tasks

• Provide support for premium segment & Vueling Club members, handling incoming inquiries and escalations related to Vueling Club members and other premium-segment customers, ensuring tailored solutions and high-quality service to meet or exceed customer expectations.
• Resolve customer issues, investigating and resolving complex or highpriority cases, including flight disruptions, special requests, and membership benefit discrepancies, by collaborating with the Call Centre Manager, Customer Service Manager, and other internal specialists (e.g., B2B, B2C, Quality & Training).
• Maintain programme knowledge & provide advisory support, developing and maintaining an in-depth understanding of Vueling Club benefits, tiers, and rewards, educating customers on how to maximise their membership, including programme-related queries, redeeming points, and accessing special offers.
• Coordinate cross-functional collaboration, liaising with the central Loyalty Team (external to Customer Care), Marketing, and Operations when required to resolve escalated issues, clarify programme updates, and ensure alignment of premium customer messaging with brand communications.
• Track metrics & generate reports, monitoring and analysing case resolution times, satisfaction scores (NPS, CSAT), and key loyaltyrelated performance indicators, preparing periodic reports for the Call Centre Manager and other relevant teams.
• Engage in continuous learning & training, staying updated on new Vueling Club initiatives, loyalty industry trends, and best practices for high-end customer service, participating in training sessions, sharing insights with call centre peers, and maintaining personal skill development.

Main Relationships

• Call Centre Manager
• Customer Service Manager
• Customer Communications Specialist
• B2B/B2C Specialists, Quality & Training Specialist
• Central Loyalty Team (external to Customer Care)
• IT / Systems Teams
• Vendors (Outsourced Contact Centre Partners, if relevant)
• Customers (Premium Segment, Vueling Club Members)

Education

• Bachelor's degree in Business, Communications, Hospitality, or a related field.
  Equivalent experience may be considered as an alternative.

Experience 

• Experience in customer-facing roles, particularly within premium service
  environments, loyalty programmes, or airline customer service systems.

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 

• English C1 - Spanish C1

Location

Viladecans, Barcelona

Level 

Individual Contributor 5

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.

#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.