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.
• Refine the loyalty service model by addressing pain points, optimising operational efficiency, and continuously improving the premium customer experience.
• 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.
• Fulfill the mission of the job if it is in the employee’s hand.

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 high-priority 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.

Drive process improvement & gather customer feedback, collecting and analysing customer feedback regarding premium services and loyalty programme experiences, identifying areas for enhancement in processes, scripts, and technology, and relaying insights to key stakeholders (Call Cen