At a Glance
- Tasks: Handle customer complaints with empathy and professionalism to enhance their experience.
- Company: Join Emirates, a globally admired airline known for innovation and excellence.
- Benefits: Enjoy competitive salary, private medical insurance, and travel industry perks.
- Other info: Flexible location options in London or Manchester with great career growth potential.
- Why this job: Make a real difference in customer satisfaction while working in a dynamic environment.
- Qualifications: A-Level education, customer service experience, and strong communication skills required.
The predicted salary is between 30000 - 40000 € per year.
At the Emirates Group, we connect the world through our global hub in Dubai, ensuring our customers always Fly Better. As one of the most recognised and admired brands globally, we’re driven by innovation, ambition and excellence. Join a dynamic, fast‑paced team where your ideas and relationship‑building skills will directly shape employee experience across our global workforce.
Emirates, one of the world’s most awarded international airlines, operates across six continents and serves over 140 destinations through its hub in Dubai. The airline operates one of the most modern and efficient fleets, featuring spacious and comfortable Airbus A380, Airbus A350, and Boeing 777 aircraft. Passengers flying with Emirates enjoy an exceptional onboard experience, with world‑class products and services, regionally inspired menus and over 6,500 on‑demand entertainment channels through ICE, Emirates’ award‑winning in‑flight entertainment system.
Responsibilities:
- Effectively handle and investigate customer complaints and respond to customers in a personalised, empathetic and professional manner, to regain customer confidence, restore the reputation of the Emirates and ensure repeat business.
- Recommend appropriate compensation or service recovery and manage the file to a successful resolution.
- Thank customers who have sent complimentary letters and ensure relevant departments are informed.
- Ensure communication with customers is within service level agreements, keeping them informed of progress through to resolution within agreed departmental deadlines.
- Send appropriate interim replies when the investigation is ongoing, so that the passenger is aware of the status of the complaint.
- Investigate with the departments concerned worldwide and a range of operational systems to determine the cause of the complaint.
- Where required, consult with Group Legal, Corporate Communications, Group Insurance and Commercial departments on cases requiring a carefully considered business approach.
- Escalate sensitive cases to the attention of your manager for discussion and direction.
- Identify service product flaws and service shortfalls that occur regularly and advise your line manager so that product changes and service delivery improvements can be recommended to Head Office.
- Achieve departmental targets whilst maintaining established quality standards.
Qualifications:
- Educated to ‘A’ Level standard or equivalent.
- Experience in a front line, customer contact position.
- Proven advanced level of commercial letter writing.
- Knowledge of airport, reservations, ticketing and baggage systems is essential.
- Positive personality with a willingness to learn and flexibility to meet the changing needs of the business.
- Ability to remain calm and confident under pressure.
- Fluent in written and spoken English.
Critical Competencies:
- Delivering
- Drive
- Open to Opportunity
- Collaboration
- Business Thinking
Staff can only apply if they have completed a minimum of 1 year of service with the Company in their current position. Candidates must have the legal right to live and work in the UK. Flexible location: Position may be based in either the London Town Office or in the Manchester Contact Centre.
Salary & Benefits:
- Competitive.
- Company Pension Scheme
- Private Medical Insurance and Health Cash Plan
- Life & Accident Insurance
- Travel Industry benefits
- Profit Share eligibility
- Meal Allowance
- Transport Allowance
Customer Affairs Officer - LON/MAN employer: Emirates
At Emirates Group, we pride ourselves on being an exceptional employer, offering a vibrant work culture that fosters innovation and collaboration. Our employees benefit from competitive salaries, comprehensive health plans, and unique travel industry perks, all while working in a dynamic environment that encourages personal and professional growth. With flexible locations in London and Manchester, we ensure our team members can thrive in their roles while enjoying a rewarding career with one of the world's most admired airlines.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Affairs Officer - LON/MAN
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Emirates through LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by practising common customer service scenarios. Think about how you'd handle complaints and showcase your empathy and problem-solving skills. We want to see that you can keep cool under pressure!
✨Tip Number 3
Show off your passion for the airline industry! Research Emirates' values and recent news, and be ready to discuss how you can contribute to their mission of delivering exceptional customer experiences.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the Emirates team. Let’s get you that dream job!
We think you need these skills to ace Customer Affairs Officer - LON/MAN
Some tips for your application 🫡
Show Your Personality:When writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to express your enthusiasm for the role and the Emirates brand. A touch of warmth and authenticity can make a big difference.
Tailor Your Experience:Make sure to highlight your relevant experience in customer service and complaint handling. We’re looking for specific examples that demonstrate your skills in managing customer relationships and resolving issues effectively. Tailoring your application to the job description will help us see why you’re a great fit!
Be Clear and Concise:Keep your application clear and to the point. Use straightforward language and avoid jargon. We appreciate well-structured applications that are easy to read, so make sure your key points stand out!
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to navigate, so go ahead and submit your application today!
How to prepare for a job interview at Emirates
✨Know the Brand
Before your interview, dive deep into Emirates' values and mission. Understand what 'Fly Better' means to them and how they connect with customers globally. This knowledge will help you align your answers with their ethos and show that you're genuinely interested in being part of their team.
✨Showcase Your Empathy
As a Customer Affairs Officer, empathy is key. Prepare examples from your past experiences where you've successfully handled customer complaints or difficult situations. Highlight how you personalised your approach to regain customer confidence and resolve issues effectively.
✨Familiarise Yourself with Systems
Brush up on your knowledge of airport, reservations, ticketing, and baggage systems. Being able to discuss these topics confidently during your interview will demonstrate your readiness for the role and your understanding of the operational side of customer service.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills. Think about potential customer complaints you might face and how you would handle them. Practising your responses will help you articulate your thought process clearly and show your ability to remain calm under pressure.
