Customer Affairs Manager - London

About the role

Emirates is looking for a Customer Affairs Manager based in London to manage its UK and Ireland Customer Affairs unit. The role directs and manages the handling of customer feedback and complaints from all channels, from investigation to conclusion, while keeping costs and service recovery within company standards. It works closely with CASA HQ.

Key responsibilities

• Plan and implement strategies for the UK and Ireland Customer Affairs unit so complaints are handled substantively, timely and cost-effectively.
• Manage, motivate and develop a team of Customer Affairs Officers and Supervisors, plan their workload, monitor performance against KPIs and provide development plans and training access.
• Monitor complaint responses and customer compensation, reinvestigate unsatisfied cases and track them to a successful conclusion.
• Evaluate legal claims, prepare defence documentation, sign defences and statements, and appoint and brief legal counsel; represent the company in court when needed.
• Respond to complaints and enquiries from National Enforcement Boards, the UK CAA and consumer protection agencies within response timelines.
• Support the UK Sales division in recovering corporate clients at risk, conduct joint visits to high-profile customers and help respond to media enquiries.
• Help develop the Emergency Plan and coordinate with CASA HQ on communications with affected families, legal representatives and authorities after incidents.

Required profile

• Degree or honours in Sociology, Psychology, Commerce or Business Administration.
• 8+ years of experience in a service industry, including managing a multi-functional operational team.
• Working knowledge of airline operational facilities.
• Fluent spoken and written English; knowledge of diverse cultures is an advantage.
• Legal right to live and work in the UK; staff with less than 12 months' service in their current position are not considered.

Required skills

• Analytical and report writing skills.
• Proficiency in MS Word, Excel and email.
• Statistical analysis, data reporting and extrapolation.
• Knowledge of airline and consumer protection legislation (Warsaw Convention, Montreal Convention, EU Regulation 261/2004, Emirates Conditions of Carriage).

What we offer

• Competitive basic salary with shift, transport and meal allowances.
• Guaranteed bonus every November and a non-contractual profit share in May.
• Private medical insurance, health cash plan and employee assistance programmes.
• Discounted flights and hotels worldwide.