Join to apply for the Customer Claims Specialist (Temporary) role at Vueling Airlines
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Join to apply for the Customer Claims Specialist (Temporary) role at Vueling Airlines
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Welcome to this recruitment process with Vueling!
Applying is your first step to having the opportunity to join the first Top Employer airline in Europe. We hope the information you find here encourages you to apply so we can get to know you and stay connected.
Let's start by getting to know us better!
At Vueling, we love things to happen. We always do our best to go one step further and do it better. We invite our people to celebrate their unique strengths, work as a team to overcome challenges and achieve their goals for the greater good.
Our team is made of great professionals. Great and passionate people who collaborate, support and complement each other's skills.
We are one of Europe's leading low-cost airlines, with special relevance in the Spanish domestic market, as well as in France and Italy.
Job Purpose
Analyze and address the root causes of customer claims, particularly those related to refunds, compensations, and service failures, ensuring timely, accurate, and policy-compliant resolutions; within the airline’s claims-handling framework, supporting call centres and social media teams by clarifying policies, handling complex escalations, and tracking key performance indicators (KPIs); in strict adherence to regulatory requirements (e.g., EU261), internal company policies, and service level agreements (SLAs); in order to optimise claims processes, enhance customer satisfaction, drive continuous improvemen, and support operational efficiency through cross-functional collaboration.
Main Accountabilities
* Ensure accurate and efficient resolution of complex claims, minimizing unnecessary escalations while complying with policies and enhancing customer satisfaction.
* Equip front-line teams (call centers, social media) with updated knowledge on policies and regulations to ensure consistent and compliant customer handling.
* Guarantee timely processing of claims, meeting service-level agreements (SLAs) and avoiding backlog.
* Track and report key performance indicators (KPIs) to identify trends and drive data-informed decisions.
* Streamline workflows and propose process improvements to enhance efficiency and service quality.
* Ensure prompt handling of urgent claims, especially during weekends or disruptions, maintaining operational continuity.
* Ensure regulatory and legal compliance (e.g., EU261) by collaborating with legal and compliance teams.
* Provide clear, empathetic communication to customers and internal teams, promoting transparency and first-contact resolution.
* Maintain accurate documentation and contribute to internal knowledge bases to support consistency and training.
* Support the airline’s crisis response efforts by coordinating claim handling during high-impact events.
Main Responsibilities - Tasks
* Handle complex and high-priority customer claims by coordinating with various departments (e.g., finance, legal, operations).
* Provide expert guidance to call centers and social media teams on policies, procedures, and regulatory requirements (e.g., EU261).
* Receive, investigate, and resolve customer claims related to refunds, compensations, and service issues.
* Define and track performance metrics (KPIs), and generate reports and dashboards to monitor claim-handling efficiency.
* Identify inefficiencies in claim workflows and propose improvements through updated procedures and system enhancements.
* Collaborate with Legal and Compliance teams to ensure proper handling of sensitive or regulation-heavy cases.
* Maintain clear, empathetic, and timely communication with customers and front-line agents about claim statuses and outcomes.
* Document complex or precedent-setting cases and contribute to internal knowledge-sharing tools.
* Support the airline’s crisis response efforts by managing claim escalations during emergency situations.
Main Relationships
* Social Media & Claims Manager: Provides operational guidance and strategic direction for claims resolution.
* Call Centre Manager & Customer Service Manager: Collaborates to manage escalations, weekend coverage, and urgent claims.
* Customer Operations Systems Manager: Works together to implement technical improvements like automation and better tracking tools.
* Quality Standards & Training Specialist: Supports training efforts by sharing policy changes and process updates.
* Finance & Legal/Compliance Teams: Coordinates for claim approvals and ensures regulatory compliance (e.g., EU261).
* Customers: Interacts directly through various channels (call center, social media, email) to resolve issues.
* Ground Handlers / Vendors: Collaborates on claims related to baggage, service failures, or third-party issues.
Education
* Bachelor’s degree in Communications, Business, Hospitality, or a related field is required. (Equivalent experience in customer service, especially in claims or escalations, may be accepted.)
Experience
* 5 years of global experience, minimum 3 years in customer service.
* Proficiency in CRM tools, ticketing systems, and basic reporting software.
Competencies
* Analytic profile with attention to detail.
* Good communication and interpersonal skills.
* Proactivity and ability to work in dynamic and high-pressure environments.
* Results-orientation and goal achievement.
Languages
* English – C1 (Advanced proficiency).
* Spanish – C1 (Advanced proficiency).
* French (Ideally)
Other
* Strong knowledge of consumer protection regulations (e.g., EU261) and how they apply to claims.
* Familiarity with airline or travel industry processes (e.g., refunds, compensations, service failures) is a plus.
* Temporary to cover long-term leave.
Location
Barcelona-Viladecans, Spain.
Level
Individual Contributor 5
We are the only Top Employer airline in Europe
For the second year running, Vueling is the only European airline and the only low-cost airline in the world to obtain this certification. The Top Employers Institute programme certifies organisations based on the participation and results of their HR Best Practices Survey. This survey covers six HR domains consisting of 20 topics including People Strategy, Work Environment, Talent Acquisition, Learning, Diversity, Equity & Inclusion, Wellbeing and more.
???? #FlyToYourFullPotential
Every single person who works with us is unique. Join us is accepting the invite to fly to your full potential through self-development and pursuing your professional passion. Our employee value proposition and benefits include staff travel, discounts, a flexible working model, and more! Want to learn more? Click here.
???? Our Culture
We thrive on teamwork and collaboration. Joining our team means being part of a cohesive unit that works together, shares knowledge, and supports each other.
Our positive working atmosphere is unique and essential to our productivity and growth. You'll be surrounded by diverse and dynamic professionals. We are passionate about what we do: Connecting People and Places! Learn more about our Mission, Vision, & Values.
???? Our Recruitment Process
Your experience as a candidate is critical for us. We firmly believe that understanding our process will alleviate anxiety and ignite your passion for this extraordinary experience! Please take a closer look at how our process works.
Seniority level
* Seniority level
Not Applicable
Employment type
* Employment type
Other
Job function
* Job function
Other
* Industries
Airlines and Aviation
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