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

Provide assistance H24/365 to our handling providers to manage and solve different situations in terms of bookings and reservations, commercial products on demand at the airport and to attend inquiries and complaints of customer service in compliance with operational policies and procedures. Also, is responsible for assisting Ground Operations Team in the supervision of operational requirements, issues and authorizations.

Main Accountabilities

• Manage commercial requests at the airport, including on-demand product additions.

• Resolve booking-related queries, including resident fares, fraud cases, and other exceptions.

• Handle customer inquiries, complaints, and operational disruptions affecting airport experience.

• Provide guidance on commercial products, system transactions, and Ground Operations policies and procedures.

• Ensure compliance with Vueling standards across all operational procedures.

• Support Ground Operations teams and supervise airport execution of Customer Response instructions, acting as liaison with OCC when required.

• Coordinate special requests from internal departments, including mishandled baggage tracking, inter-airport coordination, and special deliveries.

• Monitor baggage left on ground and authorize special baggage deliveries.

• Collaborate with Social Media and Communications teams by providing operational information.

• Issue and monitor special authorizations (e.g. DDGG, HUM, and other special cases).

• Provide cross-functional support to internal departments as needed.

• Support Ground Operations DCS activities, including user management, system incidents, and access control.

• Complete and maintain call notes, reports, and system updates. 

Main Responsibilities - Tasks

• Give support to ground handlers responding inquiries, complaints, troubleshoot that may affect our customers at the airport.

• Follow up on Ground Operations delay reports, requesting additional information from airports when required.

• Supervise airports, foremost in case of disruptions, in order to follow up the operation and the correct application of the instructions given by Customer Response. Act as a link between the airport and internal departments (OCC), in case of discrepancies. Follow up providers calls where necessary.

• Control that flights at airports operating with different DCS systems are correctly closed.

• Inform airports about changes in aircraft limitations (e.g. inoperative holds or aircraft changes) in order to prevent safety or operational issues.

• Identify operational issues and escalate them to the corresponding coordinator when necessary.

• Ensure that all activities are performed in compliance with Ground Operations policies and procedures, as well as Safety and Security standards.

• Cooperate with internal departments such as, Ground Ops, Customer, Social Media or Communication, to solve any requirement, complain or question regarding miss or lost bags or done by our customers through social channels regarding other operational issues.

Main Relationships

• Internal departments: OCC, Customer Care, Social Media, Ground Operations or any other who needs assistance.

• External departments: Ground Operations providers or any other who needs assistance.

Education

• Minimum a High school diploma or equivalent

• Knowledge of systems and applications such as (Navitaire, Aims, World tracer, Go Now y Skyspeed) is highly valued.

• Knowledge of Ground Operations policies and procedures, commercial and customer policies is desirable

Experience 

• 2 years experience in airports and/or customer service working environments

• Experience handling complex situations is needed

• Good computer skills is required

Competencies 

High standard of external and internal customer service.

·       Passion for service delivered with care

·       Drive for results

·       Team working

·       Organized

·       Commitment

·       Decisive

·       Dynamic and enthusiastic

·       High motivation

Languages 

English B2 is required

Location

Barcelona, Viladecans-Spain

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.