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Handles passenger complaints from acknowledgment through resolution, conducts investigations, communicates with customers and third parties, maintains accurate records, identifies complaint trends, and recommends service improvements. The role requires strong customer service, communication, organization, analytical ability, attention to detail, Microsoft Office proficiency, and compliance with information security, GDPR, legal, and company policies.

Leads the Passenger Experience team and oversees end-to-end complaints handling, including complex investigations, escalations, fair resolutions, quality reviews, reporting, and trend analysis. The role drives process improvements, system optimization, passenger journey enhancements, and collaboration with operational teams. It also includes coaching team members, supporting recruitment and onboarding, monitoring performance, and providing senior stakeholders with recommendations based on passenger insights.

Manage a portfolio of high-value national accounts across the UK, overseeing relationships, service delivery, SLA and KPI performance, retention, growth, contract compliance, CRM records, reporting, tenders, and customer onboarding. The role requires regular UK travel, collaboration with commercial and operational teams, and support for information security, safeguarding, and legal standards.

Use data to analyse city performance, develop and execute trading and pricing strategies, monitor KPIs, maintain tariffs, present insights, and support pricing builds with Data Science while ensuring ISO27001 information security standards.