Serviced Accommodation - Claims And Refund Lead

Job Title: Claims and Refunds Lead

Purpose of the Role

• To oversee and manage all claims and refund processes, ensuring accuracy, efficiency, and exceptional customer experience while maintaining compliance with company policies and financial standards.
  
  

• Claims & Refund Oversight
• Manage end-to-end claims and refund operations for customers and partners.
• Ensure timely and accurate processing of claims and refunds according to company policies.
• Policy Compliance
• Maintain strict adherence to internal guidelines and regulatory requirements.
• Review and update claims and refund policies to align with industry best practices.
• Customer Experience
• Communicate clearly and professionally with customers regarding claim status and resolutions.
• Handle escalations with empathy and efficiency to maintain trust and satisfaction.
• Data Accuracy & Reporting
• Verify documentation and validate claims before approval.
• Generate regular reports on claims volume, refund trends, and resolution timelines.
• Collaboration & Coordination
• Work closely with Finance, Operations, and Customer Support teams to ensure smooth workflows.
• Coordinate with external partners when necessary for claim validation.
• Risk Management
• Identify potential fraud or discrepancies and implement preventive measures.
• Escalate high-risk cases to senior management with a detailed analysis.
• Continuous Improvement
• Analyse recurring issues and recommend process enhancements.
• Implement automation tools and digital solutions to improve efficiency.
  
  

• Experience working with OTA platforms (e.g., Booking.com, Airbnb, Agoda, Expedia) is a strong advantage.
• Proven experience in claims management, refunds, or financial operations.
• Strong analytical and problem-solving skills.
• Excellent communication and negotiation abilities.
• Familiarity with compliance standards and risk management practices.
• Tech-savvy and comfortable with digital platforms for tracking and reporting.
• Open to working onsite at our BGC office and comfortable with the UK time zone.