Business Coordinator - ATOL Crisis Management

Location: London, GB

Salary: £26,000 up to £31,000 dependent upon experience

Contract Type: Permanent, Full-time

Security Level: BPSS

Location: London, Canary Wharf – min 40% in the office per week.

Visa Restrictions: This position does not offer visa sponsorship

Closing Date: 16th November 2026

Interview Date: 30th November – 4th December 2026

We are the UK's aviation and aerospace regulator and recognised as a world leader in its field. Our activities are diverse, enabling the aviation industry to meet the highest safety standards, and we pride ourselves on our ability to adapt to the constantly evolving aviation environment.

The Role

As part of this role, you will provide administrative support to assist ATOL Crisis Management in meeting its objectives. The work entails pursuit of two of the CAA’s strategic goals:

• To improve choice and value for aviation consumers now and in the future by promoting competitive markets, contributing to consumers’ ability to make informed decisions and protecting them where appropriate.
• To ensure that the CAA is an efficient and effective organisation that meets Better Regulation principles and provides value for money.

The post holder is expected to apply strong organisational and communication skills to meet deadlines and manage competing demands, particularly when working across several ATOL holder failures at the same time. This includes taking appropriate responsibility for assigned tasks, while recognising when matters should be referred to or discussed with more experienced colleagues. The role requires clear and effective communication with a range of internal and external stakeholders. The post holder must be able to adapt their communication style to suit different audiences, ensure relevant parties are kept informed of progress, and handle sensitive or complex matters in a professional and considered manner.

Due to the nature of the role and its focus on consumer protection, the post holder may be required to:

• Work flexibly where required, including occasionally at short notice or outside standard working hours, to support consumer protection activity. Any such arrangements will be agreed with your manager wherever possible, and appropriate guidance and support will be provided.
• On occasion, attend the premises of a failed ATOL holder as part of a repatriation or claims support exercise. This will typically involve supporting operational activity and liaising with relevant personnel under the direction of experienced colleagues.
• Work from Claims Handling Agencies’ and Fulfilment Partners’ premises when required, to carry out tasks in line with established frameworks, boundaries, and training.
• Provide administrative support to the team organising and continually re-prioritising their own workload and ensuring that work is effectively moved forward, and any target or associated deadline is met.
• Assist with maintaining up-to-date information on databases and systems and ensure that information is saved or entered correctly.
• Build and, where appropriate, maintain relationships with stakeholders to ensure that the interests or requirements of both parties are understood in an environment of mutual respect and cooperation.
• Assist colleagues with research on the air travel industry, including online research and the preparation of findings and results.
• Respond to phone calls and emails from consumers and the industry and provide guidance and advice, seeking input from line managers where appropriate.
• Provide support to colleagues and managers for meetings including arranging internal meetings or external visits, collating and circulating briefing material, taking notes, writing minutes and ensuring action points are followed up by meeting attendees.

At the highest level of the job:

Evidenced commitment to continuous personal and professional development will allow the post holder to be permitted to undertake:

• The post holder will assist the team in processing the failure or play an active role. This will often involve a repatriation exercise or the provision of the holiday to consumers (we refer to this as fulfilment). The post holder will be required to make timely decisions to address unique circumstances in all aspects of work, for example determining appropriate rates with suppliers to secure holiday services. This involves judgement and the ability to balance the interests of the consumer against the parameters of the ATT Payment Policy.
• Assist all aspects of claims and bookings outsourced to Claims Agencies and Fulfilment Partners. This includes monitoring and overseeing their performance against KPIs, adherence to prevailing procedures, policies and regulations. Where anomalies are spotted, the post holder escalates them.
• Assist in analysing all financial reconciliation/expenditure and complete Estimated Expenditure Reports forecasting the associated costs of individual ATOL holder failures.

About You

• Good numerical and drafting skills.
• Good communication skills and the ability to carry conviction with external stakeholders.
• The ability to manage their own workload and coordinate with the team effectively and maintain quality and accuracy under pressure.
• Self-reliance and ability to take initiative but be able to identify when to refer to others.
• Basic IT skills in the use of common CAA applications (e.g. Outlook, Word, Excel and PowerPoint) and the ability to learn and utilise bespoke systems for the post concerned.
• The air travel industry Travel related regulations.

Additional Information

For many appointments within the CAA, these roles require access to operationally sensitive infrastructure and/or Nationally Protected information. For these roles the post holders must undergo National Security Vetting and achieve the appropriate level of clearance. To be vetted you must have the right to work in the UK so that meaningful checks can be undertaken. If you do not meet these requirements, we may not be able to accept your application.

The CAA is committed to maintaining the highest standards of integrity, professionalism, and ethical conduct. To help ensure transparency and protect the independence and reputation of the CAA, candidates invited to interview will be required to complete a Declaration of Interests form, disclosing any actual, potential, or perceived conflicts of interest that could influence, or be seen to influence, their ability to perform the role objectively and impartially.

Relocation & Property

The CAA will be relocating from Aviation House (Our Gatwick Office) to new premises in a few years’ time. Our move is driven by strategic, operational and environmental considerations. We will be moving to a new local home, up to a 15-mile radius of Aviation House, to minimise disruption for our valued colleagues and customers. We are now working with colleagues and visitors to understand what we need in our new office, before we start our property search. We will sell Aviation House and land, vacate the site and move to new premises, but we do not expect to move before 2028.

Inclusive Recruitment

We are committed to building a diverse and inclusive workforce and welcome applications from all backgrounds. As a Disability Confident employer, candidates who meet the minimum requirements will be guaranteed an interview. If you require any adjustments during the recruitment process, please let us know.

Use of Artificial Intelligence by candidates in the CAA recruitment process

We recognise that many of our candidates find Artificial Intelligence to be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be rejected on that basis.

Working With Us

Explore What We Offer section on our careers website to find out about our benefits and how we support work-life balance.

Our Values

Do The Right Thing, Never Stop Learning, Build Collaborative Relationships, Respect Everyone.

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