Claims & Customer Experience Lead

UPS; Warszawa; On-site; PLN 120,000 - 180,000; Full time

Job summary

UPS Capital Europe in Warsaw, Poland, is seeking a proactive Claims and Customer Relations Supervisor to lead our Claims and First Response enquiry team, ensuring smooth day-to-day operations and exceptional service.

The role requires 2–3 years of claims experience, strong leadership, and fluency in English with additional language skills. Permanent, on-site position with opportunities for coaching and development.

Qualifications

• 2–3 years of claims experience and strong customer service understanding.
• Proven leadership and team management skills.
• Attention to detail with quality interactions with stakeholders.
• Excellent written and verbal communication skills.
• Ability to meet system-driven SLAs and workflows.
• Proactive problem-solving attitude and relationship-building with partners.
• Experience using CRM systems (Salesforce preferred) and claims management software.
• Ability to analyze data and prepare reports.

Responsibilities

• Lead and support a team of Claims specialists and CRG administrative staff.
• Oversee processing of insurance claims and customer experience, ensuring accuracy and timeliness.
• Manage the claims book of business and customer file development.
• Ensure effective use of systems for data entry and record-keeping.
• Investigate and research customer transactions to support claim resolution.
• Collaborate with underwriting, security, and customer experience to resolve complex cases.

Skills

Leadership

Customer service

Claims management

Salesforce

CRM systems

Data analysis

Communication

Education

Degree preferred

Tools

Salesforce

Microsoft Office

Job description

UPS Capital Europe in Warsaw, Poland, is seeking a proactive Claims and Customer Relations Supervisor to lead our Claims and First Response enquiry team, ensuring smooth day-to-day operations and exceptional service.

The role requires 2–3 years of claims experience, strong leadership, and fluency in English with additional language skills. Permanent, on-site position with opportunities for coaching and development.