WELCOME TO THE WORLD OF OPPORTUNITY!

Wizz Air is a leading European low-cost airline with a fleet of modern and fuel-efficient aircraft. Our mission is to provide affordable and reliable air travel to everyone, everywhere, while minimizing our environmental impact. We are proud to foster a diverse and inclusive team of over 8,000 employees from more than 90 nationalities, who share our values of inclusivity, positivity, dedication, integrity, and sustainability.

As a rapidly expanding airline, we offer exciting career opportunities across a range of functions, from flight operations to engineering, customer service, finance, and more. We provide extensive training and development opportunities to help our employees grow and succeed in their roles. Joining Wizz Air means joining a team that is passionate about aviation, dedicated to excellence, and committed to making air travel accessible and sustainable for all. If you are looking for a challenging and rewarding career in the aviation industry, we welcome you to explore our job opportunities and become a part of our success story.

Customer Experience Team Lead 

Based in BUD - Office 

Purpose of the position:

The Senior Manager Team Lead is responsible for ensuring a high, consistent level of customer service and experience through continuous oversight and management of all contact center activities with focus on delivering the set service quality, operational experience, performance and financial KPIs. Drives the planning and execution of the contact center daily operations as well as it’s digitalization and optimization to serve the short and long term Customer Experience strategic plans, leading the team of direct reports and cooperating with the stakeholders within the area of responsibility. 

What we offer: 

• Base salary and employee bonus scheme 
• Unlimited number of significantly discounted and confirmed seating tickets, giving access to a continuously growing network of destinations’
• Relocation package (if applicable) – expense budget, Temporary accommodation, Administration support 
• Life insurance
• AYCM sport pass contracting possibility
• Instant impact, from any level of the organisation, exposure to C-suite management
• Fast career progression, internal mobility and talent management supported by training opportunities (Wizz Academy and bespoke trainings)
• True international and multi-cultural work environment, passionate, driven and diverse teams

Responsibilities:

• Lead the operational performance of Contact Centers in real time and ensure performance is optimized and aligned with the WIZZ customer experience vision
• Lead the team of direct reports and stakeholders to identifying key business opportunities, implementing systems and processes to digitalize customer services and support interactions with the aim to increase customer satisfaction while improving cost efficiency
• Set service and control standards aligned with the overall business objectives and oversee deliverables and results to ensure that each touchpoint with the customer is engaging, efficient and effective
• Manage overall budget and expenditures to meet business objectives while incrementally increasing efficiency and effectiveness
• Plan and execute business development activities, review and communicate results, and adjust tactics accordingly
• Manage KPIs, targets and objectives for the team, and deliver results in accordance with the company’s set goals and targets
• Grow team expertise to align with business demand and direction; assess team skills and capabilities and continually look for ways to provide and enhance the value delivered
• Lead a high performing team; provide on-going feedback and performance reviews, coach and develop colleagues and ensure performance management activities are undertaken and provide regular input into colleague assessments and development plans
• Support an environment where the team freely escalates business challenges; facilitate change through positive reinforcement of milestones and successes
• Recruit for all hires to ensure a highly diverse, qualified workforce to achieve business objectives
• Establish and foster a cohesive team; promote a fair and equitable environment that supports a diverse workforce and encourage the team to achieve common goals and objectives
• Ensure customer interactions are managed in accordance with applicable regulations
• Exercise ownership and oversight of customer communication for disrupted events and compliance with EC261 regulation. Define and coordinate implementation of strategies, aiming to improve customer communication and cost exposure
• Monitor/benchmark industry best practices to ensure a continuous service level improvement within the area of responsibility

About you:

• You are a rising star who has ambitious plans for their career and the determination to see them through
• University/Master diploma, preferably in a Commercial, Aviation or Marketing field
• 5+ years of professional experience in a customer experience or similar management role, with people management responsibilities
• Excellent people and management skills to interact with partners, colleagues, and cross-functional teams
• Proven track record of successfully leading complex cross-functional projects
• Strong analytical mindset, ability to understand financial and performance data and utilize MS office proficiently to distillate insights.
• Excellent command of the English language, both written and spoken

Substitution: Can substitute the Head of Customer Experience and all Customer Experience roles. Can be substituted by Call Center, Customer Relations or Operational Experience Managers.

Work time: full time

When applying, please only provide valid information regarding your educational background and certificates, as the original documents will be requested during the hiring process.

We look forward to meeting you and learning more about your skills and experience. Join the Wizz Air team and discover the world of opportunities.