CUSTOMER TRAINING & ACCESSIBILITY 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.

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Mission

Shape the Vueling’s customer training and accessibility priorities based on customer feedback, operational evidence and accessibility requirements.

The role will develop customer service and soft-skills training for frontline teams, including pilots, cabin crew, airport handling and contact centre teams. It will also support the implementation of the accessibility roadmap across the end-to-end customer journey, ensuring that initiatives are inclusive, actionable and aligned with relevant regulatory and industry requirements.

Tasks & responsibilities

• Design, implement and continuously improve customer service and soft-skills training programmes, using customer feedback, performance indicators and operational outcomes to identify needs and measure effectiveness.

• Create accessible, facilitator-ready learning materials and deliver workshops, briefings and train-the-trainer sessions tailored to different operational audiences.

• Develop training on conflict management, customer communication, service recovery, rule enforcement and assistance for customers with disabilities, reduced mobility or additional needs.

• Support the implementation of the accessibility roadmap across the end-to-end customer journey, including digital channels, booking, airport operations, onboard experience, contact centre and arrival.

• Translate accessibility requirements, regulatory developments and internal priorities into structured implementation plans with clear actions, milestones, responsibilities and success measures.

• Coordinate cross-functional working groups and engage internal and external stakeholders to assess the feasibility, operational impact and benefits of proposed initiatives.

• Monitor project actions, risks, dependencies and deadlines, ensuring clear ownership and escalating unresolved issues when necessary.

• Prepare project updates, presentations and recommendations for senior stakeholders.

• Benchmark accessibility standards and service practices across airlines, airports and other service-oriented organisations to identify improvement opportunities.

• Contribute to customer-related emergency and crisis response procedures, ensuring accessibility and inclusive service considerations are incorporated into training and operational plans.

Academic background

• Bachelor’s degree in Business, Human Resources, Education, Hospitality, Aviation Management, Diversity and Inclusion, Accessibility Studies, Disability Studies, Universal Design or a related field.

• Equivalent professional experience in customer training, learning and development, customer experience, accessibility, project management or frontline operations will also be considered.

• Additional training in instructional design, project management, customer experience, accessibility or inclusion will be valued.

Experience

• At least 3 to 5 years of relevant professional experience in customer training, learning design, customer experience, project management, accessibility or a related field.

• Proven experience identifying training needs and translating them into structured programmes and materials.

• Experience designing or delivering customer service and soft-skills training.

• Demonstrated ability to analyse customer, employee, operational or performance data and turn findings into clear recommendations.

• Experience managing cross-functional projects, including plans, milestones, dependencies, risks and implementation follow-up.

• Experience leading meetings or working groups and coordinating stakeholders without direct reporting authority.

• Experience preparing presentations, project updates and recommendations for different levels of seniority.

• Experience evaluating the impact of training or service initiatives and using the results to improve content and delivery.

• Previous experience in aviation, transport, hospitality or another service-intensive and operational environment would be an advantage.

Skills

• Strong project management and organisational skills, with the ability to manage multiple initiatives, stakeholders and deadlines simultaneously.

• Excellent stakeholder management and influencing skills, with confidence working across different departments and operational environments.

• Strong presentation, facilitation and public-speaking skills, with the ability to adapt communication to operational teams and senior stakeholders.

• Solid instructional design and training content development capabilities.

• Analytical mindset, with the ability to transform data, customer insights and complex requirements into realistic implementation plans and practical actions.

• Strategic thinking combined with a hands-on, collaborative and delivery-focused approach.

• Clear, empathetic and customer-oriented communication.

• Advanced proficiency in English and Spanish, with a minimum C1 level in both languages.

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? 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.