Customer Affairs & Service Audit Manager - London

Monitor complaint responses and customer compensation to ensure the investigation was thorough, the response included all customer concerns, and departmental standards are met, i.e., response timelines, number of comebacks, and quality standards (i.e., factual accuracy, content, grammar, style, and tone) to ensure a favorable customer reaction. Reinvestigate cases where passengers are not satisfied with our initial response, service recovery, or compensatory offer, and bring the case to a successful conclusion. Proactively work with Commercial, Service Delivery, Airport Services, and other key internal stakeholders where required for investigation purposes.

Have a thorough understanding of relevant airline and consumer protection legislation, including Warsaw Convention, Montreal Convention (MC99), EU Regulation 261/2004, Emirates Conditions of Carriage, etc. Evaluate legal claims and, where appropriate, prepare defense documentation, sign all defenses/statements, and appoint and brief legal counsel on behalf of EK. Track each case through to conclusion. On occasions this may involve representing the company’s interest in person in court proceedings. Respond to cases of customer complaints and enquiries from National Enforcement Boards, UK CAA, Consumer protection agencies, etc., ensuring compliance with stipulated response timelines.

Support the UK Sales division to successfully recover valuable corporate clients whose business is at risk due to customer dissatisfaction issues. Conduct joint visits to high-profile customers in cases of serious gravity and complexity to regain customer confidence and future business. Assist with formulating responses to media enquiries received through our PR agency.

Play an active role and assist in developing the Emergency Plan. In the event of an incident, work closely with and coordinate with CASA HQ on the written and verbal communication with affected families, legal representatives, and government authorities and entities.

Qualification

• Degree or Honors related to Sociology, Psychology, Commerce, or Business Administration.
• 8+ years’ experience in a service industry with experience managing a multi-functional operational team.
• Working knowledge of airline operational facilities.
• Analytical and report writing skills.
• Proficient in MS Word, Excel, and E-mail, as well as expertise in statistical analysis, data reporting, and extrapolation.
• Knowledge and experience in dealing with diverse cultures would be an advantage.
• Fluent in spoken and written English.
• Applications from staff who have not completed 12 months’ service in their current position will not be considered.
• Candidates must have the legal right to live and work in the UK.

Salary & Benefits

• Competitive Salary

At Emirates, we believe it is important that we reward our colleagues for helping us to be the largest and one of the most successful airlines in the world. Some of the benefits you can look forward to include a competitive basic salary along with allowances, including shift pay, transport, and meal allowances. Every November we will reward you with a guaranteed bonus, and each May we operate a non-contractual profit share scheme. Of course, we want to make sure you are happy and healthy, so we have a host of benefits, such as private medical insurance, a health cash plan, employee assistance programs, and generous annual leave benefits available to you from day one. You will also be able to spend your time off traveling the world as you will have access to discounted flights and hotels all around the world.