Passenger Experience Lead: Complaints & Improvement

Veezu; Cardiff; Hybrid; GBP 52,000 - 68,000; Full time

Job summary

Veezu is seeking a leader to oversee the end-to-end complaints process, reporting to the Director of Operational Compliance and Complaints. You will head the Passenger Experience team responsible for investigating passenger concerns and driving improvements across the business, ensuring timely, fair resolutions and a high standard of service.

This hybrid role involves collaboration with operational teams, travel to UK hubs as needed, and leveraging Intercom and other systems to track trends,

Qualifications

• Proven experience handling complaints and resolving passenger issues.
• Experience leading or managing teams within a service or transport environment.
• Strong investigative, analytical and communication skills.

Responsibilities

• Lead and manage the Passenger Experience Team.
• Oversee the end-to-end complaints process across regions.
• Investigate high-risk, complex or sensitive passenger complaints.
• Ensure complaints are resolved within service levels and quality standards.
• Review outcomes to ensure consistency, fairness and accuracy.
• Act as escalation point for complex passenger concerns.
• Lead development and optimisation of Intercom and other passenger experience systems.
• Identify opportunities to improve processes, reporting and journeys.

Skills

Complaints handling

Passenger resolution

Team leadership

Investigation

Analytical skills

Written & verbal communication

Stakeholder influence

Attention to detail

MS Office

Intercom

Passenger service platforms

Transport/mobility experience

Tools

Intercom

MS Office

Job description

Veezu is seeking a leader to oversee the end-to-end complaints process, reporting to the Director of Operational Compliance and Complaints. You will head the Passenger Experience team responsible for investigating passenger concerns and driving improvements across the business, ensuring timely, fair resolutions and a high standard of service.

This hybrid role involves collaboration with operational teams, travel to UK hubs as needed, and leveraging Intercom and other systems to track trends,