• Pilot Application

Claims & Complaints Manager


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.

Job Description

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.