Claims & Complaints Manager

SunExpress

We are looking for a Claims & Complaints Manager and a good team member, who will work in SunExpress Antalya HQ.

The requirements for our position are;

• Experience in an excellent ability to lead a Team.
• Excellent coordination and planning skills.
• Confident appearance, negotiation skills, and experience.
• Budget planning experience.
• Business plan development experience.
• Experience in Supplier Management.
• Legal University Degree would be an advantage.
• Several years of relevant job experience in the Airline Industry (incl. managerial responsibility).
• In-depth knowledge of customer service principles and practices (customer orientation).
• Excellent Turkish, English, and German proficiency.

You may find the short job description below;

• To represent SunExpress at court in case of legal cases.
• To make decisions, change processes, and ensure ISO 10002 requirements are met.
• To follow up and approve compensation payments, official letters in accordance with rules and regulations, and given authorities.
• Develop various initiatives, budgeting, reporting, and monitor against specific KPIs.
• Manage and optimize the Customer Claim Budget.
• Build and maintain internal and external relationships.
• Establish areas where digitalization can improve process efficiencies and request appropriate support to drive the changes necessary.
• Ensure continuous analysis and adjustment of processes with the goal of minimizing claim compensation payments.
• Liaising with contracted legal representatives and legal counsel in complex situations to ensure the most satisfactory course of action for Turkey and Germany in terms of legal claims.
• Ensure a prevailing attitude of customer centricity is maintained across all customer communication channels handled.
• Ensure all decision-making, especially in terms of compensation claims, has fairness and company interests as its guiding principles.