OPERATIONAL CLAIMS SPECIALIST

Operational Claims Specialist

Do you enjoy tackling complex challenges and making decisions that directly impact the travel experience of thousands of passengers? Are you motivated by working at the intersection of operations, regulations, and customer service? If so, we hope you want to continue reading!

Challenges you will work on:

As a Operational Claims Specialist, you will be at the heart of SAS Customer Service department, handling complex passenger rights claims and operational disruption cases. You will combine regulatory expertise, commercial judgment, and cross-functional collaboration to make informed decisions, deliver fair outcomes, and help shape efficient, customer-focused solutions that benefit both travelers and the business.

Key responsibilities:

• Collaborate closely with operational departments to investigate disruptions and determine appropriate customer service measures
• Ensure compliance with relevant air passenger rights regulations while applying sound business judgment
• Collect and structure documentation to support legal statements and escalated cases
• Apply a strategic and commercially balanced approach to case management and negotiations
• Act as a key contact point towards national enforcement bodies and industry organizations
• Contribute to improving processes and strengthening cross-functional collaboration
• Support the handling of escalated customer complaints with clarity and confidence
• Share knowledge and provide guidance to customer service colleagues

Challenges you will work on:

As a Customer Liability Specialist, you will be at the heart of SAS Customer Service department, handling complex passenger rights claims and operational disruption cases. You will combine regulatory expertise, commercial judgment, and cross-functional collaboration to make informed decisions, deliver fair outcomes, and help shape efficient, customer-focused solutions that benefit both travelers and the business.

Key responsibilities:

• Collaborate closely with operational departments to investigate disruptions and determine appropriate customer service measures
• Ensure compliance with relevant air passenger rights regulations while applying sound business judgment
• Collect and structure documentation to support legal statements and escalated cases
• Apply a strategic and commercially balanced approach to case management and negotiations
• Act as a key contact point towards national enforcement bodies and industry organizations
• Contribute to improving processes and strengthening cross-functional collaboration
• Support the handling of escalated customer complaints with clarity and confidence
• Share knowledge and provide guidance to customer service colleagues

The Team

You will join a dedicated and knowledgeable team of 12 colleagues based across our three Scandinavian capitals, with your primary workplace at SAS headquarters in Frösundavik, Stockholm. The team brings together legal professionals and specialists, combining deep expertise with a strong collaborative mindset. We value precision and efficiency, but equally a holistic perspective when solving complex matters. Our culture is characterized by mutual support, open dialogue, and a shared ambition to continuously improve how we work, both as individuals and as a team.

To be successful we believe you have

• Education in a relevant field or equivalent work experience
• Previous work experience within the airline industry
• Strong ability to structure, prioritize, and manage multiple parallel cases
• High level of accuracy combined with sound judgment
• Self-driven with a strong sense of ownership and accountability
• Comfortable working in an international environment and collaborating across distributed teams

Why SAS?

At SAS, we offer extensive opportunities for professional development in an international, fast-paced working environment. We are dedicated to the continuous growth of our employees. Working with us comes with a variety of benefits, including:

• Travel Perks: Enjoy discounted travel opportunities around the world with SAS.
• Health & Wellness: Access to health and wellness benefits, including a newly renovated gym with complimentary classes such as CrossFit and yoga.
• Discounts: Receive discounts from a wide range of brands, as well as on transportation to and from airports, airport shops, hotels, and car rentals.
• Work Environment: Our office location in Frösundavik offers a vibrant workspace with a restaurant, café, and easy access to outdoor activities in Hagaparken and Brunnsviken. Engage in running, tennis, outdoor gym sessions, kayaking, and stand-up paddling with equipment available free of charge.
• Convenient Commute: Benefit from a non-stop bus service connecting our office to Solna station, and commuter trains, alongside a network of cycle paths.

Our Culture at SAS

At SAS, we are dedicated to caring for each other, delighting our travelers, and driving the transformation towards sustainable aviation. As a future colleague on our team, you'll join a culture where we work collaboratively towards common goals, recognize each other's contributions, and celebrate successes. Our focus is on safe, sustainable, and punctual execution, and we are committed to protecting our planet while transforming SAS for the future. This is an empowering workplace where you can thrive, grow, and take ownership of your work. Join us at SAS and be part of shaping the future of aviation!

Additional information

• Deadline for application: 10 September 2026. Please apply as soon as possible, as interviews are conducted continuously, and the position may be filled before the application deadline. Note that we are not able to handle any applications that are sent by email, due to GDPR regulations.
• Desired start date: As soon as available
• Position: Full-time (100%) with a 6-month probation period
• Location: Stockholm or Copenhagen
• To be eligible for this position you need an EU-work permit. Please note that we ask you to inform us if you currently have a valid EU-work permit.

Come and fly with us!

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SAS, Scandinavia's leading airline since 1946, operates from its principal hub at Copenhagen Airport (CPH), complemented by hubs in Oslo (OSL) and Stockholm (ARN). Our mission is to connect Scandinavia with the world and the world with Scandinavia. Each year, SAS serves more than 25 million passengers and transports 55 tons of cargo to 135 destinations across Europe, the USA, and Asia. With a passionate workforce of over 10,000 colleagues, we collaborate with partners and customers to drive transformative changes in aviation. We are committed to achieving net-zero emissions by 2050, embodying the visionary spirit of our founders: "To move from the old to what is about to come, is the only tradition worth keeping". Innovation and societal progress are at the heart of everything we do. For more information, visit our website at www.flysas.com or follow us on social media for the latest updates and promotions.