Customer Affairs Manager - LON/MAN

To manage the day-to-day operations of the Customer Affairs department by providing guidance and direction to ensure that individual and departmental performance goals are achieved. Being the first point of contact for cases escalated by the Customer Affairs Officers to clarify procedural, technical and legal issues with regards to claims and compensation.

The allocation of files to staff members depending on content of the case and ensure that letters are checked to ensure accuracy, correct grammar and phraseology used and that they are in accordance with company guidelines.

To ensure all deadlines are met through weekly statistics and investigate any comebacks and recommend the necessary compensation or course of action to bring cases to a conclusion.

To motivate team and individual members by maintaining a positive work environment and supporting a quality and customer service driven team.

In liaison with the Manager, develop compensation packages and standard letters to ensure customer complaints are resolved in a professional and timely manner and to authorize financial and non-financial payments based on service shortfalls to ensure goodwill is maintained and customer loyalty is retained.

To assist Manager with Performance Matters, setting objectives and conducting interim and annual reviews and to identify individual and team training requirements and provide coaching and training for staff members.

To monitor timekeeping, sickness, leave and general office discipline and keep accurate up to date reports and highlight any issues affecting performance to Manager and also to ensure that cover is arranged during leave, sickness, training, and as directed by the Manager.

To liaise with Head Office Departments such as Cabin Crew Services, Catering and Customer Affairs and Services Audit (CA&SA) including responding to any queries and updating files with any communications.

To identify customer complaint trends and product flaws and produce monthly comparative statistical data on customer complaints and the compensation amount paid. Reports will enable corrective action to be taken by various departments with a view to decrease complaints and to streamline and make Customer Affairs more efficient.

To monitor the cyclical fluctuation of workload and compensation paid to customers in order that the Manager is able to forecast manpower requirements and yearly compensation amount for budgetary purposes.

Educated to degree level

Extensive experience in a front line, customer contact position with experience in a supervisory role

In-depth knowledge of Emirates product and services provided.

Ability to work under pressure and possess good interpersonal skills.

Excellent written and oral communication skills (in particular in reference to grammar).

Fluency in a second language advantageous

Knowledge of a Customer Relationship Management System, WorldTracer and GDS Booking system