Emirates Jobs – CUSTOMER AFFAIRS MANAGER

Job Description:

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.

Job Responsibilities:

• 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.
• 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.
• 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.
• 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.

Job Requirements:

• Fluent in spoken and written English.
• Proficient in MS Word, Excel and E-mail, as well as expertise in statistical analysis, data reporting and extrapolation.
• Analytical and report writing skills.
• Working knowledge of airline operational facilities.
• Knowledge and experience in dealing with diverse cultures would be an advantage.
• 8+ years’ experience in a service industry with experience of managing a multi-functional operational team.
• Candidates must have the legal right to live and work in the UK.
• Degree or Honors related to Sociology, Psychology, Commerce or Business Administration.

Job Details:

Company: Emirates

Vacancy Type:  Full Time

Job Location: Nottingham, England, UK

Application Deadline: N/A

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