Claims Manager

Description

Job Summary: We are seeking a Claims Manager to comprehensively manage vacation destination-related claims, ensuring excellent service and professional communication. Key Highlights: 1. Join W2M, the travel division of the Iberostar Group. 2. End-to-end claims management mission with excellent customer service. 3. Focus on clear and professional written communication. **Description:** ---------------- ***Are you ready 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 for achieving leadership. We create innovative brands across all sectors of tourism. 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, backed by a solid 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*** * Receiving and managing customer complaints through various channels. * Managing the full claims lifecycle for destinations (DMCs): receipt, analysis, handling, resolution, closure, and reporting. * Drafting customer responses—well-crafted, coherent, and featuring excellent spelling and style. * Recording, analyzing, classifying, and, where appropriate, redirecting complaints. * Locating and gathering necessary documentation for case processing. * Liaising with service providers and various internal business departments. * Escalating incidents when required. * Ensuring compliance with established service levels. Reporting incidents and controlling losses arising from complaints. * **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*** * Prior knowledge or experience in the travel/tourism industry.