Key Notes
Passenger-experience management and complaint improvement sit with this Veezu manager, leading a team and complex escalations across regions. You will develop Intercom systems, reporting and passenger journeys, with team leadership and complex complaint-management experience required. The full-time role is hybrid and involves UK hub travel; Cardiff is the expected main base, with confirmation required because several hub locations are also listed.
What You'll Work On
- Lead the Passenger Experience team and oversee regional complaint processes, handling complex or sensitive escalations and ensuring fair outcomes within agreed service and quality standards.
- Develop Intercom and related passenger-experience systems, identifying improvements to automation, reporting and passenger journeys through effective system enhancements.
- Analyse complaint volumes, feedback and root causes, reporting performance to senior stakeholders and coordinating operational actions to reduce recurring concerns.
- Coach and develop team members, conduct quality and performance reviews and support recruitment, onboarding and current guidance for consistent complaint handling.
What They Are Looking For
- Experience: Complaints handling, passenger resolution or passenger-service management experience, including complex or escalated complaints.
- Experience: Experience leading or managing teams.
- Technical: Strong investigation, analysis and problem solving, attention to detail and Microsoft Office proficiency.
- Stakeholder: Clear communication, stakeholder influence and the ability to balance passenger empathy with commercial judgement.
- Preferred: Intercom or similar passenger-service platforms, and transport, mobility or regulated-environment experience, are desirable.