Customer Affairs Manager - LON/MON

About the role

Emirates is looking for a Customer Affairs Manager to lead its Customer Affairs department in London. The role manages day-to-day operations, guides staff so that individual and departmental goals are reached, and acts as the first point of contact for escalated cases involving claims and compensation.

Key responsibilities

• Manage daily operations of the Customer Affairs department and allocate files to staff according to case content.
• Clarify procedural, technical and legal issues on escalated claims and compensation cases, check letters for accuracy, grammar and compliance with company guidelines.
• Meet deadlines through weekly statistics, investigate comebacks and recommend compensation or actions to close cases.
• In liaison with the Manager, develop compensation packages and standard letters, and authorise financial and non-financial payments for service shortfalls.
• Assist the Manager with performance matters, set objectives, run interim and annual reviews, and coach and train staff.
• Monitor timekeeping, sickness, leave and office discipline, arrange cover during leave and sickness, and report issues to the Manager.
• Liaise with Head Office departments such as Cabin Crew Services, Catering and CA&SA, and update files with communications.
• Analyse complaint trends and product flaws, produce monthly comparative complaint statistics, and forecast workload and compensation for budgeting.

Required profile

• Degree-level education.
• Extensive experience in a frontline customer-contact position, including a supervisory role.
• In-depth knowledge of Emirates products and services.
• Ability to work under pressure, good interpersonal skills, and excellent written and oral communication, especially grammar.
• Fluency in a second language is advantageous.

Required skills

• Knowledge of a Customer Relationship Management system, WorldTracer and a GDS booking system.
• Experience managing complex customer complaints, investigating service failures and making fair compensation decisions.
• Experience leading teams, allocating workloads, conducting reviews and coaching staff.

What we offer

• Competitive base salary plus shift, transport and meal allowances.
• A guaranteed bonus every November.
• Private medical insurance, a health cash plan and an employee assistance programme.
• Generous annual leave and flight and hotel discounts.