Senior Consumer Enforcement Adviser in London

About the team you’ll be part of

The Consumer Protection team is responsible for delivering against the CAA’s key strategic focus area to protect consumers and the public, ensuring that the aviation sector puts consumers at the heart of what they do. The team focuses on meeting legal obligations arising from consumer protection law, including passenger rights related to access to air travel for disabled people. We are a passionate team with a clear purpose to deliver a fair experience for consumers in aviation, ensuring that passengers have the experience they expect and that disability is not a barrier to travel.

The Role

Key duties include managing the airline accessibility framework, carrying out accessibility assessments, drafting reports and communications, and providing analytical support for compliance and enforcement projects.

Your key responsibilities

• Manage the CAA's airline accessibility framework, working with airlines to meet obligations under CAA guidance.
• Collect and analyse information and data from airlines and airports on accessibility performance.
• Carry out aviation accessibility assessments.
• Draft and arrange publication of CAA accessibility reports, primarily airline accessibility assessment reports.
• Assist in individual compliance and enforcement cases by identifying relevant breaches of consumer protection law and presenting sound legal analysis and evidence of consumer harm.
• Draft communications to stakeholders responding to queries about CAA policy and enforcement regarding aviation accessibility.
• Produce clear accessible documents with coherent narrative flows.
• Evaluate the effectiveness of compliance solutions provided by businesses and ensure commitments to comply are met.
• Influence thinking across the Consumer Protection team, the wider CAA and industry by building strong relationships and bringing a balanced perspective, including awareness of commercial dynamics.
• Build and maintain effective partnerships with external stakeholders, including industry, Government and other enforcement bodies.
• Act as a role model, actively demonstrating the CAA’s values of doing the Right Thing; never Stop Learning; build Collaborative Relationships; and respect Everyone.

The skills, knowledge and experience you will need for success

• Enthusiastic about consumer issues and the impact of the CAA in improving the consumer experience in aviation.
• Experience of compiling and analysing data, report writing, and good IT skills, in particular MS Word and Excel.
• Able to identify and analyse issues that affect consumers and suggest practical solutions, considering commercial realities.
• Experience in the consumer protection or disability rights sector or significant experience in a senior passenger experience role in the aviation sector.
• Degree level education or equivalent experience relevant to the role (e.g., regulatory compliance role, airline or other aviation organisation, or consumer protection or disability rights setting).
• Excellent communication skills, with an ability to bring together arguments and analysis and confidently convey positions and decisions to diverse audiences.
• Able to work independently, manage others’ work, and collaborate effectively with external stakeholders.
• Knowledge of aviation and/or consumer protection legislation.
• Able to understand consumer behaviour and the practical realities of commercial airports, airlines and other service providers.

Additional Information

These roles require access to operationally sensitive infrastructure and/or Nationally Protected information. Post holders must undergo National Security Vetting and achieve the appropriate level of clearance. A reasonable period of residency in the UK is expected; a minimum of three years is required for vetting.

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.

EEO Statement: The CAA values high ethical standards and personal integrity among employees. All employees are treated with respect and given equal opportunities for advancement.