Customer Affairs Officer – London / Manchester

About the role

Emirates is looking for a Customer Affairs Officer to handle and resolve customer complaints in a personalised, empathetic and professional way, restoring customer confidence and repeat business. The position may be based in the London Town Office or the Manchester Contact Centre.

Key responsibilities

• Handle and investigate customer complaints and recommend compensation or service recovery, managing the file to resolution
• Thank customers who send complimentary letters and inform the relevant departments
• Keep communication within service level agreements, sending interim updates while investigations are ongoing
• Investigate complaints with the relevant departments worldwide and operational systems, consulting Group Legal, Corporate Communications, Group Insurance and Commercial where needed
• Escalate sensitive cases to the manager and identify recurring service flaws to suggest improvements to Head Office
• Achieve departmental targets while maintaining quality standards

Required profile

• Educated to 'A' Level standard or equivalent
• Experience in a front-line customer contact position
• Fluent in written and spoken English
• Legal right to live and work in the UK
• Positive personality, flexibility and ability to stay calm under pressure

Required skills

• Advanced commercial letter writing
• Knowledge of airport, reservations, ticketing and baggage systems (essential)
• Customer relations, complaint handling, service recovery and stakeholder management are a plus

What we offer

• Grade 8 salary in the UK, with a contractual 1 week's basic salary in November rising to 2 weeks after 5 years of service
• Transport allowance of GBP 1,390 and meal allowance of GBP 960
• 23 days annual leave rising to 26 after 5 years
• Life and accident insurance (24 months), medical insurance and a cash plan
• Defined contribution pension scheme with Standard Life