Job Summary: We are looking for a Claims Manager to comprehensively manage vacation destination claims, ensuring excellent service and professional communication. Key Highlights: 1. Manage vacation destination claims for W2M comprehensively. 2. Communicate clearly and professionally with customers. 3. Join the travel division of the Iberostar Group. **Description:** ---------------- ***Do you want to join our team as a Claims Manager? We’re waiting for you!*** **We are W2M!** The travel division of the **Iberostar Group**, our growth platform and source of inspiration to achieve leadership. We create innovative brands across all areas of the tourism sector. We are fully digital and absolutely personal. We are committed to people and sustainability, making travel experiences attractive, innovative, safe, and efficient. We were born free, with an inquisitive and innovative spirit, and with the strength of a well-established track record in the industry. ***What will be your mission?*** Comprehensively manage claims received regarding the various vacation destinations operated by W2M, ensuring an excellent service level and clear, meticulous, and professional written communication with customers. ***Main Responsibilities*** * Receive and manage customer claims through various channels. * Manage the full claim lifecycle for destinations (DMCs): receipt, analysis, handling, resolution, closure, and reporting. * Draft customer responses that are well-structured, coherent, and demonstrate excellent spelling and style. * Register, analyze, classify, and, where applicable, redirect claims. * Locate and gather necessary documentation for case processing. * Liaise with service providers and various internal business departments. * Escalate incidents when required. * Ensure compliance with established service levels. Report incidents and monitor losses arising from claims. * **Requirements:** --------------- ***What are we looking for in you?*** * Proven prior experience in customer service and claims management, especially in **writing email responses.** * Excellent written communication skills, with a high standard of spelling, writing, and message clarity. * High degree of autonomy, proactivity, and self-management capability. * Basic English proficiency, both spoken and written. * Proficiency in office software: Outlook, Excel, Word, and PowerPoint. ***We will positively consider*** * Knowledge of or prior experience in the travel/tourism industry.