Passenger Experience Lead - Complaints & Insights

Veezu; Shrewsbury; Hybrid; GBP 65,000 - 75,000; Full time

Job summary

Veezu is seeking a strategic leader to oversee the Passenger Experience & Complaints function, driving fair, timely resolutions and continuous improvements across the business. You will lead investigations, manage escalations and collaborate with operations to enhance the passenger journey.

You will own reporting on complaints, trends and root causes, while coaching a team and refining processes and systems such as Intercom to raise passenger satisfaction.

Qualifications

• Experience handling complaints and resolving passenger issues with fairness.
• Proven ability to manage escalated complaints and lead teams.
• Strong investigative, analytical and problem-solving skills.
• Excellent written and verbal communication; stakeholder influence.
• Detail-oriented with ability to work across multiple teams.

Responsibilities

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

Skills

Complaint handling

Team leadership

Investigation

Analytical thinking

Communication

Stakeholder management

Microsoft Office

Intercom experience

Tools

Intercom

CRM tools

Microsoft Office Suite

Job description

Veezu is seeking a strategic leader to oversee the Passenger Experience & Complaints function, driving fair, timely resolutions and continuous improvements across the business. You will lead investigations, manage escalations and collaborate with operations to enhance the passenger journey.

You will own reporting on complaints, trends and root causes, while coaching a team and refining processes and systems such as Intercom to raise passenger satisfaction.