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

Main Relationships

• Call Centre Manager: To ensure seamless coordination in managing high-value customer interactions, meeting service KPIs, and optimising loyalty-related call centre processes.
• Customer Service Manager: To ensure rapid and effective resolutions to complex cases, such as flight cancellations, service failures, or special customer requests, minimising customer dissatisfaction.
• Customer Communications Specialist: To ensure that all loyalty-related customer interactions—via phone, email, chat, or promotional materials—adhere to the airline's brand tone and service standards.
• B2B/B2C Specialists, Quality & Training Specialist: To enhance the skills of frontline staff through training programmes, ensuring they provide a highly tailored and premium service to loyalty customers.
• Central Loyalty Team (external to Customer Care): To resolve policy-related customer issues, clarify programme updates, and ensure that premium customers receive the most up-to-date information about loyalty benefits.
• IT / Systems Teams: To maintain system functionality and data accuracy, ensuring that loyalty members receive the correct information about their benefits, points, and tier status.
• Vendors (Outsourced Contact Centre Partners, if relevant): To maintain a high and consistent quality of service, ensuring that outsourced teams provide the same level of personalised support as internal teams.
• Customers (Premium Segment, Vueling Club Members): To enhance customer loyalty, satisfaction, and engagement, ensuring that premium members feel valued and continue their long-term relationship with the airline

Education

Bachelor’s degree in Business, Communications, Hospitality, or a related field.

Experience 

+ 2 years in customer-facing roles, particularly within premium service environments, loyalty programmes, or airline customer service systems.

Languages 

English and Spanish - C1 (Advanced proficiency) 

Location

Viladecans, Barcelona

Level 

Individual Contributor 5

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.

🟡 #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.