Job Purpose

A winner of more than 500 international awards, Emirates operates one of the aviation world’s youngest, most environmentally friendly, and technologically advanced fleet of over 250 aircraft.

Its rapidly expanding network spans 145 destinations in Europe, North America, South America, the Middle East, Africa, the Indian subcontinent, and Asia Pacific. The airline is an employee-focused company with a commitment to providing staff with excellent working conditions and competitive salaries.

Our services span almost every aspect of our industry. Behind it all are more than 70,000 colleagues from over 200 nationalities across our 50 business units and associated firms, making us one of the biggest employers in the region.

Joining us you will experience a fast-paced multicultural environment where your ideas and expertise will help shape the future of aviation. Here, you will grow alongside professionals from diverse backgrounds, contributing to our shared success and making your mark on a global stage.

What will I be doing?

• To manage the day-to-day operations of the Customer Affairs department by providing guidance and direction to ensure that individual and departmental performance goals are achieved.
• Being the first point of contact for cases escalated by the Customer Affairs Officers to clarify procedural, technical, and legal issues with regards to claims and compensation.
• The allocation of files to staff members depending on the content of the case and ensure that letters are checked to ensure accuracy, correct grammar and phraseology used, and that they are in accordance with company guidelines.
• To ensure all deadlines are met through weekly statistics and investigate any comebacks and recommend the necessary compensation or course of action to bring cases to a conclusion.
• To motivate team and individual members by maintaining a positive work environment and supporting a quality and customer service driven team.
• In liaison with the Manager, develop compensation packages and standard letters to ensure customer complaints are resolved in a professional and timely manner and to authorize financial and non-financial payments based on service shortfalls to ensure goodwill is maintained and customer loyalty is retained.
• To assist Manager with Performance Matters, setting objectives and conducting interim and annual reviews and to identify individual and team training requirements and provide coaching and training for staff members.
• To monitor timekeeping, sickness, leave, and general office discipline and keep accurate up-to-date reports and highlight any issues affecting performance to Manager and also to ensure that cover is arranged during leave, sickness, training, and as directed by the Manager.
• To liaise with Head Office Departments such as Cabin Crew Services, Catering and Customer Affairs and Services Audit (CA&SA) including responding to any queries and updating files with any communications.
• To identify customer complaint trends and product flaws and produce monthly comparative statistical data on customer complaints and the compensation amount paid. Reports will enable corrective action to be taken by various departments with a view to decrease complaints and to streamline and make Customer Affairs more efficient.
• To monitor the cyclical fluctuation of workload and compensation paid to customers in order that the Manager is able to forecast manpower requirements and yearly compensation amount for budgetary purposes.