Customer Standards & Training Specialist

At Vueling, we connect people, places and opportunities ✈️

As part of the IAG Group, we are one of Europe's leading airlines, serving around 250 routes across 30 countries and welcoming millions of customers every year. With more than 5,000 employees, Vueling is the only European airline recognized as a Top Employer for three consecutive years. Driven by innovation, collaboration, and a commitment to sustainability, we are shaping the future of aviation while creating an environment where our people can grow, contribute, and make an impact.

Mission

Shape and implement customer service standards and training priorities across the end-to-end customer journey, ensuring a consistent, inclusive and high-quality customer experience.

The role will develop and maintain customer service standards, service level agreements and operational guides, while designing evidence-based customer service and soft-skills training for frontline teams. By analysing customer feedback and service performance, the position will identify improvement opportunities and translate them into clear standards, targeted training initiatives and measurable service enhancements.

Tasks & Responsibilities

• Document, manage and continuously update customer service standards and service level agreements across the entire customer journey.

• Coordinate with relevant business areas to gather information on new products, seasonal initiatives, campaigns and operational changes affecting the customer experience.

• Analyse customer feedback and service performance data, including NPS, CSAT, customer comments, complaints, accessibility cases, operational KPIs and quality observations.

• Translate customer insights and performance data into prioritised recommendations, service improvements and training needs.

• Design customer service and soft-skills training programmes for frontline teams, including pilots, cabin crew, airport handling and contact centre employees.

• Monitor and evaluate the effectiveness of training programmes, assessing learning, behavioural change and customer service outcomes.

• Collaborate with internal teams and external service providers to ensure consistent service standards across all customer touchpoints.

• Support customer care and service continuity during operational disruptions and contribute to emergency response preparedness.

Academic Background

Bachelor's degree in Business Administration, Hospitality Management, Human Resources, Aviation Management or a related field.

Equivalent professional experience in customer experience, customer training, service standards, quality management or airline operations will also be considered.

Advanced proficiency in both English and Spanish, minimum C1 level.

Experience

• A minimum of 3-5 years of relevant experience in customer experience, customer service standards, training and development, quality management or airline/frontline operations

• Proven experience developing, documenting and implementing customer service standards, procedures, guidelines or service level agreements.

• Demonstrated experience identifying learning needs and designing customer service or soft-skills training programmes and materials.

• Experience analysing customer, operational or performance data and translating findings into prioritised recommendations, training initiatives or service improvements.

• Experience collaborating with multidisciplinary teams, business stakeholders and external service providers.

• Strong presentation and facilitation skills, with experience delivering workshops, briefings or train-the-trainer sessions.

💛 Vueling Values
Our values are what we believe in, what we stand for and how we behave.

• Make it happen

• Make it better

• Make it safe

• Make it cost-focused

• Make it customer-oriented

• Win together

Vueling is committed to building a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or any other status.