Civil Aviation Authority
Senior Consumer Enforcement Adviser
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Salary: £49,000 up to £52,000 dependent upon experience
Contract Type: Permanent, Full-time
Security Level: CTC
Location: London – Canary Wharf – min 40% in the office per month.
Visa Restrictions: This position does not offer visa sponsorship
Closing Date: 20th July 2026
Interview Date: Week commencing Monday 3rd August 2026
Along with your CV, please provide a cover letter (1-2 pages, 1250 words max) focussing on how you meet the essential criteria for this role.
About the Role
We are the UK's aviation and aerospace regulator and recognised as a world leader in its field. Our activities are diverse, enabling the aviation industry to meet the highest safety standards, and we pride ourselves on our ability to adapt to the constantly evolving aviation environment.
About the team you’ll be part of
The Consumer Protection team is responsible for delivering against the CAA’s key strategic focus area to protect consumers and the public, ensuring that the aviation sector puts consumers at the heart of what they do. As a minimum, this means the sector meeting their legal obligations arising from consumer protection law, including passenger rights related to access to air travel for disabled people.
We are a passionate team with a clear purpose to deliver a fair experience for consumers in aviation, ensuring that passengers have the experience they expect when they travel, and that disability is not a barrier to travel. This is a high-profile team within the CAA and the team has grown to ensure we can meet both consumer and government expectations. This is your chance to join a team at the forefront of ensuring the aviation industry delivers choice, value and fair treatment for aviation consumers.
We are looking for a regulatory professional with a belief in doing the right thing for consumers to join the team.
The Role
We are looking for a Senior Consumer Enforcement Adviser to join the CAA’s Accessibility Team, which forms part of the broader Consumer Protection Team.
The purpose of our Accessibility Frameworks is to assess the compliance of airports and airlines against UK legislation to assist and protect disabled and less mobile passengers when they travel by air. The role of the Senior Consumer Enforcement Adviser is to manage the CAA's airline accessibility framework and to assist in the delivery of other individual compliance and enforcement projects through the contribution of technical knowledge, experience, research, and analysis.
You will need to work collaboratively with other teams across the CAA and a range of external stakeholders to encourage and drive behaviours which ensure aviation consumers are treated fairly.
This role requires a minimum of two days per week engaging face to face with colleagues and/or external stakeholders. This will typically be at our London Canary Wharf office, but some travel to other locations in the UK and occasionally internationally will be required.
Your key responsibilities
- Manage the CAA's airline accessibility framework, working with airlines to help them to meet their obligations under CAA guidance.
- Collect and analyse information and data from airlines and airports on accessibility performance.
- Carry out aviation accessibility assessments.
- Draft and arrange publication of CAA's accessibility reports, primarily airline accessibility assessment reports.
- Assist in individual compliance and enforcement cases by identifying the relevant breaches of consumer protection law and the presentation to colleagues of sound legal analysis and evidence of consumer harm in written and verbal form.
- Draft communications to stakeholders in response to queries about CAA policy and enforcement regarding aviation accessibility.
- Produce clear accessible documents, with coherent narrative flows.
- Evaluate the effectiveness of solutions for compliance put forward by businesses and ensure that the business meets its commitments to comply.
- Influence thinking across the Consumer Protection team, the wider CAA and industry by building strong relationships and bringing a balanced perspective, including awareness of commercial dynamics.
- Build and maintain effective partnerships with external stakeholders including in industry, Government, and other relevant enforcement bodies.
- Act as a role model, actively demonstrating the CAA’s values of: Do the Right Thing; Never Stop Learning; Build Collaborative Relationships; and Respect Everyone.
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The skills, knowledge and experience you will need for success
Essential
- Enthusiastic about consumer issues and the impact that the CAA can have in improving the consumer experience in aviation.
- Experience of compiling and analysing data, report writing, and good IT skills, in particular MS Word and Excel.
- Able to identify and analyse issues that affect consumers and identify practical ways of resolving them, considering the practical realities of commercial airports, airlines and other service providers.
- Experience of working in the consumer protection or disability rights sector or significant experience of working in the aviation sector in a senior passenger experience role.
- Degree level education or equivalent experience relevant to the role (for example, acquired in a regulatory compliance role, at an airline or other aviation organisation or in a consumer protection or disability rights setting elsewhere).
- Excellent communication skills, with an ability to bring together arguments and analysis and confidently, clearly and robustly convey positions and decisions to diverse audiences.
- Able to work independently, managing and drawing upon the work of others, and to work effectively with external stakeholders.
Desirable
- Knowledge of aviation and/or consumer protection legislation.
- Able to understand the behaviour of consumers and the practical realities of commercial airports, airlines, and other service providers.
Additional Information
For many appointments within the CAA, these roles require access to operationally sensitive infrastructure and/or Nationally Protected information. For these roles the post holders must undergo National Security Vetting and achieve the appropriate level of clearance.
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To be vetted we will usually expect a reasonable period of residency in the UK so that meaningful checks can be undertaken. For this role this will need to be 3 years.
If you do not meet these requirements, we may not be able to accept your application.
For more information on CTC and SC clearance please visit - Vetting explained - GOV.UK
For more information on BPSS clearance please visit - [BPSS clearance](BPSS clearance)
The CAA values high ethical standards and personal integrity among employees. If invited for interview you will be asked to complete a declaration of interest.
Relocation & Property
The CAA will be relocating from Aviation House (Our Gatwick Office) to new premises in a few years’ time. Our move is driven by strategic, operational and environmental considerations.
We will be moving to a new local home, up to a 15-mile radius of Aviation House, to minimise disruption for our valued colleagues and customers.
We are now working with colleagues and visitors to understand what we need in our new office, before we start our property search. We will sell Aviation House and land, vacate the site and move to new premises, but we do not expect to move before 2028
Inclusive Recruitment
We are committed to building a diverse and inclusive workforce and welcome applications from all backgrounds. As a Disability Confident employer, candidates who meet the minimum requirements will be guaranteed an interview. Find out more about the [Disability Confident Scheme](Disability Confident Scheme). If you require any adjustments during the recruitment process, please let us know.
Use of Artificial Intelligence by candidates in the CAA recruitment process
We recognise that many of our candidates find Artificial Intelligence to be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be rejected on that basis.
Working With Us
Explore the [What We Offer](What We Offer) section on our careers website to find out about our benefits and how we support work-life balance.
Our Values
- Do The Right Thing
- Never Stop Learning
- Build Collaborative Relationships
- Respect Everyone – For more information please [Click Here](Click Here)
Closing Date: 20th July 2026
Interview Date: Week commencing Monday 3rd August 2026
Along with your CV, please provide a cover letter (1-2 pages, 1250 words max) focussing on how you meet the essential criteria for this role.
We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.
No recruitment agencies please.
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