Senior Coordinator Passenger Rights & Compliance

Norwegian Group; Bærum; Hybrid; NOK 550,000 - 700,000; Full time

Benefits offered by this job

Travel in Europe with employee tickets

Hybrid work from office and home

Competitive salary

Share saving plan

Job summary

Norwegian is seeking a Senior Coordinator, Passenger Rights and Compliance to manage passenger rights claims and support legal, administrative and compliance tasks. The role involves collaboration with Operations, Customer Service and Legal to ensure accurate case handling and timely investigations.

You will gather evidence, prepare reports and stay current on EU261/2004 and Civil Aviation Authority requirements, while maintaining Norwegian’s policies.

Qualifications

• Minimum 1 year experience from Customer Service.
• Knowledge of airport logistics, booking process, website and customer experience.
• Solid understanding of passenger legislation (EU261/2004) and Civil Aviation Authority requirements related to customer liability.
• Proven ability to make independent decisions and handle challenging situations.
• Flexible and creative problem-solver with proactive mindset.
• Fluency in Norwegian (C2) and English, both written and spoken.

Responsibilities

• Manage claims and ensure timely, accurate handling in line with applicable legislation and internal procedures.
• Collaborate with Operations, Customer Service and Legal to ensure accurate and efficient case handling.
• Investigate causes of operational disruptions by collecting and analysing information from internal systems and stakeholders.
• Gather, review and organize documentation and evidence in reports to support the company's legal position.
• Assist Passenger Rights Advisors and other team members with case preparation and administrative tasks.
• Receive, open and sort incoming mail, ensuring legal correspondence is processed promptly.
• Stay informed on current legislations regarding customer rights and airline liability (EU261/2004 and related regulations).
• Keep up to date with Norwegian’s and Widerøe’s policies and guidelines to ensure compliance.
• Contribute to other tasks in Customer Care when needed.

Skills

Customer service

Communication

Independent decision-making

Problem solving

Attention to detail

Norwegian fluent (C2) & English

Tools

General IT tools

Job description

Senior Coordinator Passenger Rights & Compliance

Req. Id: 3090

Location: Lysaker, NO, 1366

Are you our new Senior Coordinator Passenger Rights and Compliance?

The Senior Coordinator, Passenger Rights and Compliance, is responsible for managing passenger rights claims and supporting with legal, administrative and compliance tasks. The role ensures that claims are handled in accordance with applicable passenger rights legislation, company policies, and regulatory requirements. The Senior Coordinator also supports legal proceedings by investigating cases, gathering evidence, administrative follow-ups.

What is it like to work at Norwegian:

Norwegian’s vision is to be the most loved and trusted airline in Europe, and our people are key to achieving that goal.

Here, you’ll find a diverse and dynamic workforce united by a shared purpose and passion for connecting people.

No matter your role, you’ll make engaging connections every day. We care for, encourage, and cheer each other on, celebrating new ideas and different ways of doing things.

In this role you will be responsible for:

• Manage claims and ensure timely, accurate handling in line with applicable legislation and internal procedures.
• Collaborate with internal departments, including Operations, Customer Service, and Legal, to ensure accurate and efficient case handling.
• Investigate the causes of operational disruptions by collecting and analysing relevant information from internal systems and stakeholders.
• Gather, review, and organize documentation and evidence in reports, to support the company's legal position.
• Assist Passenger Rights Advisors and other team members with case preparation, legal documentation and administrative tasks.
• Receive, open, sort, and scan incoming physical mail, ensuring legal correspondence is processed promptly and accurately.
• Stay informed and up to date on current legislations regarding customer rights and airline liability, EU261/2004, and other relevant regulations.
• Keep abreast of changes to Norwegian’s and Widerøe’s policies and guidelines, ensuring compliance in all interactions.
• Contribute on solving other tasks at Customer Care when needed.

You are our ideal candidate if:

• Minimum 1 year experience from Customer Service.
• Knowledge of all aspects of airport logistics, our booking process, WEB page and customer experience.
• Solid understanding of passenger legislation, including EU261/2004 and other Civil Aviation Authority (CAA) requirements related to customer liability.
• Proven ability to make independent decisions and handle challenging situations with confidence.
• Flexible and creative problem-solver, able to think "outside the box" to identify solutions.
• Commitment to personal and professional growth, with the ability to adapt to organizational changes.
• The position requires fluent Norwegian (minimum C2 level), and proficient English, both written and spoken.
• Documented experience with IT tools

Personal Qualities:

• Excellent computer skills, with a keen eye for detail and accuracy.
• Outstanding communication and interpersonal skills, fostering collaboration and teamwork.
• Solution-oriented mindset with a proactive approach to challenges.
• Willingness to take on a wide range of tasks and responsibilities with enthusiasm.
• Ability to work independently and as part of a team in a dynamic environment.

We can offer:

• Travel in Europe and beyond with massively discounted employee priced tickets with Norwegian and our partner airlines
• You will have the flexibility to combine working from our office and from home
• We offer a competitive salary
• Opportunity to join our share saving plan

Could this be the start of an amazing journey?

Do you have any questions?

Or need any help with your application? We are here to support you, please contact:

Stina Myhre Mevassvik, Team Leader Passenger Rights and Compliance

Our Story

The Norwegian story began almost three decades ago - we were founded in 1993 but only began operating as a low-cost carrier with Boeing 737 aircraft in 2002. Our core values have remained the same since the beginning - to offer affordable fares for all and to allow customers to travel the smart way by offering value and choice throughout their journey.

The Norwegian brand expanded across the globe as the airline launched short haul services across Europe and then entered the long-haul sector serving the US, Asia and South America. In 2018 the company changed course to focus on core destinations and the right sizing of the airline in response to customer demand and global industry trends.

The rapid global spread of COVID-19 throughout 2020 and into 2021 accelerated this process and in January 2021 the company announced a simplified business structure and a dedicated short haul only network concentrating on a broad range of domestic routes in Norway, across the Nordics and to key European destinations.