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EVIDENCE COLLECTION

PURPOSE OF THE POSITION:
Supporting the work of the Customer Experience Department, the Evidence Collection Agent will get an insider view into the everyday operations of an airline, and will play a key role in following up and evaluating all operational disruptions (significant delays or cancellations) in terms of their background and root causes. In accordance with the relevant regulations, the agents will need to check and collect, then save the related documents and reports as pieces of proof, to establish an up-to-date evidence database. The Agent will need to support Wizz Air Customer Experience and the Legal Department with additional information collection on an ad hoc basis.
The agents will receive a full training in the usage of the related systems, and to understand
the relevant operational and legal background, to ensure all necessary knowledge is
acquired before they can start working. When operations are running normal with no
disruptions, the agents will need to support with general administrative and information
collection tasks.
RESPONSIBILITIES:
1. Investigation and follow up in case of flight disruptions, initial evaluation of
extraordinary circumstances, based on EU261 regulations.
2. Cooperating with other departments in order to understand the full background of
disruption events
3. Building up folders per each and all disruption cases with all kinds of records,
telephone or other communications, SITA, e-mail or other messages and all
evidences about disrupted passengers, aircraft and crew management
4. Assisting Customer Experience, Contact Centres and the Legal Department with
additional information provision about disruptions in the past
5. Acting as first point of contact and representing Wizz Air in official proceedings
including mediatory board hearings
6. Communication with contracted ground handling companies or airports to request
additional information about disruptions, when needed
7. On time monitoring of operational messages in cooperation with Disruption Control
Center Agents
8. General administration and reporting duties
DATA COLLECTION AND ANALYSIS:
Gather and analyze evidence related to flight delays and cancellations caused by internal
and external factors, such as weather, technical issues, or medical emergencies.
Research and compile relevant data to establish a clear understanding of causative events.
COLLABORATION:
Work with airport personnel, internal systems, and other stakeholders to collect necessary
data.
Coordinate with relevant teams to ensure accurate and timely data gathering.
DOCUMENTATION AND REPORTING:
Organize and document all evidence systematically to support legal defense cases.
Maintain thorough records for each case, ensuring clarity and accessibility for future
reference.
LEGAL SUPPORT:
Provide detailed, accurate evidence to legal teams for use in court proceedings.
Ensure all collected data aligns with legal standards and requirements.
COMPLIANCE AND ACCURACY:
Verify the integrity and reliability of all data and evidence collected.
Ensure compliance with legal and regulatory standards in documentation and reporting.
WORKPLACE:
The position is offered at TeleDirect BPO Kft.
(HU-1024 Budapest, Rómer Flóris street 8/B.)
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