Customer Claims Specialist (Temporary)

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.
• Participate in rotational shifts and remain available during weekends or emergencies to resolve urgent customer claims.
• 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/Complianc