The Customer Claims Supervisor will be responsible for overseeing the day-to-day operations of the EU261 customer claims function, ensuring claims are processed accurately, efficiently, and in compliance with EU regulations and company policies. The role involves supervising a team of Customer Claims Administrators, managing escalated cases, monitoring performance standards, and driving continuous improvement within the claims process.
1. Claims Operations & Oversight
· Supervise the processing and management of EU261 compensation claims, ensuring timely and accurate resolution.
· Monitor daily claims volumes, workload distribution, and service level performance across the team.
· Review and approve complex or escalated claims decisions in line with EU261 regulations and company policy.
· Ensure all required documentation and evidence are accurately recorded and maintained within the claims management system.
· Support the resolution of high-priority or sensitive customer cases.
2. Team Leadership & Development
· Provide day-to-day leadership, guidance, and support to Customer Claims Administrators.
· Conduct regular coaching, mentoring, and performance reviews to ensure team effectiveness and professional development.
· Assist with onboarding and training of new team members.
· Foster a positive, collaborative, and customer-focused team culture.
· Support workforce planning, scheduling, and resource allocation to meet operational demands.
3. Customer Communication & Escalation Handling
· Manage escalated customer complaints and complex claim disputes professionally and empathetically.
· Act as a point of contact for internal and external stakeholders regarding claims-related matters.
· Identify recurring customer issues and recommend corrective actions to improve customer experience.
4. Compliance, Quality & Process Improvement
· Ensure all claims activities comply with EU261 regulations, company policies, and relevant legal requirements.
· Conduct regular quality checks and audits on claims handling to maintain accuracy and consistency.
· Identify operational inefficiencies and implement process improvements to enhance productivity and customer satisfaction.
5. Reporting & Performance Management
· Prepare and analyse reports on claims volumes, processing times, team productivity, trends, and outcomes.
· Monitor KPIs and service levels, taking corrective action where necessary.
6. Cross-Functional Collaboration
· Work closely with Operations, Customer Service, Legal, Finance, and Compliance teams to resolve claims efficiently.
· Minimum of 3–5 years’ experience in claims management, customer service, or a related role within the airline or travel industry.
· Previous supervisory or team leadership experience preferred.
· Strong working knowledge of EU261 regulations and airline compensation processes.
· Excellent leadership, communication, and interpersonal skills.
· Strong analytical, decision-making, and problem-solving abilities.
· Ability to manage multiple priorities in a fast-paced environment.
· High attention to detail and strong organisational skills.
· Customer-focused approach with the ability to manage escalated situations professionally.
· Proficient in Microsoft Office Suite and claims management systems.
At Emerald Airlines, we are committed to creating a diverse and inclusive work environment where people are valued for their skills, experiences, and unique perspectives. Integrated into our core values is our commitment to diversity and inclusion. We believe that a diverse workforce is central to our success. We’re friends, we’re teammates, we’re collaborators, we’re all hands on deck.
