Claims Specialist - English Speaking

Company Description

Launched in 1998, this pioneering British-born brand has specialised in creating amazing experiences and unforgettable memories - from hotels, city breaks and holidays to theatre, entertainment and spa days. Experts in brightening up online travel, is among the worldwide leaders in the field, helping hundreds of thousands of customers every year find, and do, "whatever makes them pink". is part of lm group, publicly traded multinational Group, among the worldwide leaders in the online travel industry. Every month, the Group reaches across all its websites and mobile apps (in 17 languages and 40 countries) 60 million unique users that search for and book their travel and leisure experiences. More than 1,200 people enjoy working with us and contribute to provide our audience with a comprehensive and inspiring offering of travel related products and services.

Job Description

Are you looking for a role in customer service? We are looking for someone to join the Claim & Social Team in our Customer Service department in the Madrid office. You will ensure customer complaints and standard requests are dealt with efficiently and with the right level of sensitivity.  You will monitor, respond and engage with customers on different channels that require service support for the lm group contributing to a service orientated culture aimed at building repeat business and customer loyalty.

Key Responsibilities

  • Investigating and resolving customer complaints through a variety of channels 
  • Take ownership ensuring the customer is kept informed of any developments relating to their query until a full resolution is reached
  • Provide feedback 
  • Be confident and able to navigate the website and the travel booking systems efficiently and effectively
  • Lead by example representing the values of the business



  • Native or/and Good Knowledge of English language (Speaking and Writing) 
  • Other language is a plus
  • Outstanding communication skills 
  • Customer service experience would be great
  • Quick to learn
  • Work to tight deadlines with a can-do attitude


  • Experience of travel-specific tools including GDS Sabre and/or Amadeus