Customer Affairs & Service Audit Manager - London

Description & Requirements

• A winner of more than 500 international awards, Emirates operates one of the aviation world’s youngest, most environmentally-friendly and technologically advanced-fleet of over 250 aircraft.
• Its rapidly expanding network spans 145 destinations in Europe, North America, South America, the Middle East, Africa, the Indian subcontinent and Asia Pacific. The airline is an employee-focused company with a commitment to providing staff with excellent working conditions and competitive salaries.
• Responsible for the direction and management of CASA UK and Ireland, managing the flow of customer feedback and complaints from all channels (direct, NEBs, consumer protection agencies, legal firms, media etc.), from investigation to conclusion, conforming to our company quality, time and cost standards.
• Plan and implement effective strategies and tactics in the management of UK and Ireland Customer Affairs unit, ensuring customer complaints are responded to in a substantive, timely and cost effective manner and in line with CASA Global and Company objectives. Ensure that customer confidence, loyalty and goodwill is restored to retain customers, minimise revenue loss and to protect future revenue.
• Working closely with CASA HQ, ensure the department costs and customer service recovery is achieved in the most cost effective manner through prudent budgetary management. Monitor the service recovery and legal budget and raise deviations from the planned budget with CASA HQ. Raise manpower and departmental requirements to CASA HQ for projected growth and corresponding increases in workload with a solid business case.
• Manage, motivate and develop a team of Customer Affairs Officers and Customer Affairs Supervisors. Plan, distribute and monitor their workload. Monitor individual team members’ performance and productivity against KPIs and take corrective action where required. Offer advice, guidance and support to team members, create individualised development plans and facilitate access to various training channels (e.g. OTJ, CBT, classroom, familiarisation visits etc.). Ensure all team members’ knowledge of new and changed product, service and consumer protection legislation remains current.
• Monitor complaint responses and customer compensation to ensure the investigation was thorough, the response included all customer concerns and departmental standards are met i.e. response timelines, number of comebacks and quality standards (i.e. factual accuracy, content, grammar, style and tone) to ensure a favourable customer reaction. Reinvestigate cases where passengers are not satisfied with our initial response, service recovery or compensatory offer and bring the case to a successful conclusion. Proactively work with Commercial, Service Delivery, Airport Services and other key internal stakeholders where required for investigation purposes.
• Have a thorough understanding of relevant airline and consumer protection legislation including Warsaw Convention, Montreal Convention (MC99), EU Regulation 261/2004, Emirates Conditions of Carriage, etc. Evaluate legal claims and where appropriate, prepare defence documentation, sign all defences/statements and appoint and brief legal counsel on behalf of EK. Track each case through to conclusion. On occasions this may involve representing the company’s interest in person in court proceedings. Respond to cases of customer complaints and enquiries from National Enforcement Boards, UK CAA, Consumer protection agencies etc. ensuring compliance to stipulated response timelines.
• Support UK Sales division to successfully recover valuable corporate clients whose business is at risk due to customer dissatisfaction issues. Conduct joint visits to high profile customers in cases of serious gravity and complexity to regain customer confidence and future business. Assist with formulating responses to media enquiries received through our PR agency.
• Play an active role and assist in developing the Emergency Plan. In the event of an incident, work closely with and coordinate with CASA HQ on the written and verbal communication with affected families, legal representatives and government authorities and entities.
• Degree or Honors related to Sociology, Psychology, Commerce or Business Administration.
• 8+ years’ experience in a service industry with experience of managing a multi-functional operational team.
• Working knowledge of airline operational facilities.
• Analytical and report writing skills.
• Proficient in MS Word, Excel and E-mail, as well as expertise in statistical analysis, data reporting and extrapolation.
• Knowledge and experience in dealing with diverse cultures would be an advantage.
• Fluent in spoken and written English.
• Applications from staff who have not completed 12 months’ service in their current position will not be considered.
• Candidates must have the legal right to live and work in the UK.
• At Emirates, we believe it is important that we reward our colleagues for helping us to be the largest and one of the most successful airlines in the world. Some of the benefits you can look forward to include a competitive basic salary along with allowances including shift pay, transport and meal allowances. Every November we will reward you with a guaranteed bonus and each May we operate a non contractual profit share scheme. Of course we want to make sure are happy and healthy so we have a host of benefits, such as private medical insurance, a health cash plan, employee assistance programmes and generous annual leave benefits available to you from day one. You will also be able to spend your time off travelling the world as you will have access to discounted flights and hotels all around the world.