Description

We are seeking a proactive and detail-oriented CS Regulator Admin Support Specialist to support our Customer Service operations. Reporting to the Customer Service ADR/NEB Claims Manager, you will manage regulatory correspondence, assist with consumer claims, and maintain strong working relationships with National Enforcement Bodies (NEBs), Alternative Dispute Resolution (ADR), consumer bodies and legal representatives.
This is an excellent opportunity to join the Customer Service team at Europe’s No. 1 airline, working in a fast-paced, target-driven, multicultural environment. The position is based in our inner-city Madrid office.
Key Responsibilities
•    Provide timely and accurate support to the Customer Service team in responding to regulatory bodies regarding EU261, Montreal Convention claims, and other consumer matters.
•    Gather, review, and organise evidence and documentation for submission to National Enforcement Bodies, consumer offices, and other relevant authorities.
•    Manage and prioritise caseloads to support internal and external teams in the preparation and resolution of claims.
•    Draft, review, and respond to legal and regulatory correspondence in accordance with departmental procedures and service standards.
•    Analyse and interpret legal claims, consumer legislation, and court correspondence to ensure compliance and effective resolution.
•    Work efficiently under pressure, meeting strict deadlines while maintaining accuracy and attention to detail.
•    Liaise and collaborate with lawyers, regulatory authorities, and other legal bodies to facilitate case management and resolution.
•    Proactively identify potential issues, recommend solutions, and escalate concerns to management when appropriate.
•    Maintain comprehensive and up-to-date records, databases, and systems to ensure claims are processed, monitored, and paid on time.
•    Provide ongoing guidance and updates to the Customer Service team on EU261 legislation and other relevant consumer regulations.
•    Contribute to process improvements and best practices within the Customer Service teams.
•    Undertake occasional ad hoc duties to support team and departmental objectives as required.

Requirements

•    Fluent English, both written and spoken; proficiency in an additional European language is a strong advantage.
•    Solid working knowledge of the Microsoft Office Suite and the ability to adapt quickly to new systems and tools.
•    Exceptional organisational, written, and verbal communication skills.
•    Demonstrated ability to remain professional, diplomatic, and composed in high-pressure or time-sensitive situations.
•    Strong analytical and problem-solving capabilities, with the ability to interpret complex information and identify appropriate solutions.
•    Excellent attention to detail with the ability to manage high-volume workloads efficiently and accurately.
•    Proven ability to work effectively both independently and as part of a team.
•    Proactive, energetic, and enthusiastic approach, with a commitment to continuous learning and career development.
•    Previous experience in Customer Service, Claims Handling, or regulatory/administrative support is highly desirable.
•    A degree in Business, Law, Administration, or a related field is an advantage, though not essential.
•    Strong time-management skills with the ability to prioritise tasks and meet strict deadlines.
•    Ability to handle sensitive or confidential information with discretion and integrity.
•    Strong stakeholder management skills, with the ability to build and maintain positive working relationships with external bodies and internal teams.
•    Comfortable working in a fast-paced, target-driven, and multicultural environment.
•    Ability to quickly understand and apply consumer legislation, internal procedures, and regulatory requirements.

Benefits

• A competitive but flexible career plan
• We believe in an hybrid working model, you can work up to two days per week remote, but you are also going to enjoy the excellent work environment at our modern offices in the heart of Madrid.
• Travel discounts (of course!).
• Discounts on Medical Insurance plans.

Competencies