مطلوب Customer Affairs Manager - LON/MON

Job Purpose 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

Requirements & Qualifications

• Ability to work under pressure and possess good interpersonal skills

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

• Ability to work under pressure and possess good interpersonal skills.

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

Benefits & Conditions

• Salary & benefits Competitive As our next Customer Affairs Manager، you'll enjoy a competitive base salary along with a range of allowances، including shift pay، transport، and meal allowances

• Salary & benefits

• As our next Customer Affairs Manager، you'll enjoy a competitive base salary along with a range of allowances، including shift pay، transport، and meal allowances.

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

Our services span almost every aspect of our industry

Behind it all are more than 70، 000 colleagues from over 200 nationalities across our 50 business units and associated firms، making us one of the biggest employers in the region

Joining us you will experience a fast-paced multicultural environment where your ideas and expertise will help shape the future of aviation

Here، you will grow alongside professionals from diverse backgrounds، contributing to our shared success and making your mark on a global stage What will I be doing? 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

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

and yearly compensation amount for budgetary purposes

Qualification 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

Fluency in a second language advantageous Knowledge of a Customer Relationship Management System، WorldTracer and GDS Booking system Your application will really stand out to us is you: Demonstrate a strong track record of managing complex customer complaints، investigating service failures، and making fair compensation decisions while balancing customer satisfaction with company policy

Highlight experience leading، motivating، and developing teams، including workload allocation، performance management، coaching، conducting reviews، and ensuring service standards are met

Show evidence of using statistics، trend analysis، and reporting to identify root causes of complaints، improve processes، and support business decisions

We also reward your commitment and contribution: Every November، you’ll receive a guaranteed bonus Your health & well-being matters to us، you’ll have access to: Private medical insurance A health cash plan Employee assistance programme Generous annual leave And of course، travel is at the heart of what we do

You'll be able to explore the world during your time off with exclusive discounts on flights and hotels worldwide

Join us—and let your journey take off.

Job Purpose

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

The airline is an employee-focused company with a commitment to providing staff with excellent working conditions and competitive salaries.

Behind it all are more than 70، 000 colleagues from over 200 nationalities across our 50 business units and associated firms، making us one of the biggest employers in the region.

Here، you will grow alongside professionals from diverse backgrounds، contributing to our shared success and making your mark on a global stage

What will I be doing?

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.

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.

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.

and yearly compensation amount for budgetary purposes.

Qualification

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.

Fluency in a second language advantageous

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

Your application will really stand out to us is you

Demonstrate a strong track record of managing complex customer complaints، investigating service failures، and making fair compensation decisions while balancing customer satisfaction with company policy.

Highlight experience leading، motivating، and developing teams، including workload allocation، performance management، coaching، conducting reviews، and ensuring service standards are met.

Show evidence of using statistics، trend analysis، and reporting to identify root causes of complaints، improve processes، and support business decisions.

Competitive

We also reward your commitment and contribution

Every November، you’ll receive a guaranteed bonus

Your health & well-being matters to us، you’ll have access to: Private medical insurance A health cash plan Employee assistance programme

Private medical insurance

A health cash plan

Employee assistance programme

Generous annual leave

And of course، travel is at the heart of what we do. You'll be able to explore the world during your time off with exclusive discounts on flights and hotels worldwide.