Customer Affairs Officer – London/Manchester

About the role

The Customer Affairs Officer will manage and resolve passenger complaints for Emirates, ensuring a personalised, empathetic response that restores confidence and protects the airline’s reputation. You will work closely with multiple internal departments to investigate issues, recommend compensation, and communicate progress within agreed service levels.

Key responsibilities

• Handle and investigate customer complaints, providing professional and empathetic communication.
• Recommend appropriate compensation or service recovery and manage each case to resolution.
• Maintain communication with passengers within SLA deadlines, providing interim updates as investigations continue.
• Collaborate with worldwide departments and operational systems to identify root causes.
• Consult with Legal, Corporate Communications, Insurance and Commercial teams on complex cases.
• Escalate sensitive cases to management and advise on service/product improvements.
• Achieve departmental targets while upholding quality standards.

Required profile

• Educated to A‑Level standard or equivalent.
• Experience in a front‑line customer contact role.
• Advanced commercial letter‑writing ability.
• Knowledge of airport, reservations, ticketing and baggage systems.
• Positive attitude, willingness to learn and flexibility.
• Ability to stay calm and confident under pressure.
• Fluent in written and spoken English.

Required skills

• Airport systems
• Reservations systems
• Ticketing systems
• Baggage systems