Position Title

Customer Relations Associate – UK/EUR

Reporting To

Assistant Manager, Customer Relations

Role Purpose

The Customer Relations Associate – UK/EUR is responsible for managing and resolving all customer feedback received by the London Customer Relations office, including enquiries, compliments, and complaints, to ensure a positive experience for Malaysia Airlines passengers.

Fluency in spoken and written French is required to handle communications with French-speaking customers and stakeholders. The role also involves managing legal and regulatory cases, especially under EC261 and European Law, to ensure compliance and accurate resolution.

The incumbent provides timely, professional responses in both English and French and acts as the main liaison for Customer Relations across the UK and Europe. This includes resolving regional complaints, coordinating with internal teams to address root causes, and supporting the Assistant Manager at Headquarters in Kuala Lumpur through analysis, data management, and reporting to drive continuous improvement.

Key Accountability

• Oversee and manage all complaints, including legal and regulatory cases, from the UK and European region, ensuring timely resolution.
• Communicate effectively in French (spoken and written) for handling French-speaking customers and stakeholders.
• Conduct and lead investigations across business areas.
• Collaborate with the headquarters in Kuala Lumpur to investigate and resolve customer relations and refund issues.
• Meet target response and closure rates with high accuracy and without backlogs.
• Work with the Finance and Legal teams to ensure prompt processing of refunds and compensation.
• Provide consultation to business units on complaint matters and compensation levels related to CAA UK or other European regulators.
• Provide monthly updates to the Assistant Manager/Manager on compensation expenditures, regulatory payments, and legal case payouts.
• Ensure all data is accurately updated in the complaints management system (Guest Tracking System).
• Provide training and mentorship to new hires in the Customer Relations department in the UK office.
• Ensure effective dispensation of compensation payouts based on the recovery matrix and aligned with internal CAAP (Corporate Authority Approving Policy), proportionate to customer service disruptions.
• Maintain reporting and record-keeping in compliance with UK/EU Commission regulations, Civil Aviation Authority of Malaysia (CAAM), and other relevant regulatory requirements.
• Identify key process re-engineering opportunities through analysis of high-profile feedback and propose improvements to relevant business units.
• Carry out any other tasks assigned by the immediate supervisor.
• Provide support to the UK Regional Manager and Europe Sales team in managing legal cases received at the UK and Europe office.