Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Handle and investigate customer complaints with empathy and professionalism.
- Company: Join Emirates, a leading airline known for its commitment to customer service.
- Benefits: Enjoy a competitive salary, travel and meal allowances, plus profit share eligibility.
- Why this job: Make a real difference by restoring customer confidence and enhancing the Emirates reputation.
- Qualifications: A Levels or equivalent, customer service experience, and strong communication skills required.
- Other info: Flexible work location in London or Manchester with great career growth opportunities.
The predicted salary is between 36000 - 60000 £ per year.
Customer Affairs Officer London/Manchester
Overview
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 Emirates and ensure repeat business.
Responsibilities
- Handle and investigate customer complaints and respond in a personalised, empathetic and professional manner to regain customer confidence, restore Emirates’ reputation 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 inform relevant departments.
- Ensure communication with customers within service level agreements and keep passengers informed of progress through to resolution within agreed deadlines.
- Send appropriate interim replies when investigations are ongoing to keep the passenger aware of status.
- Investigate with departments worldwide and use a range of operational systems to determine the cause of the complaint.
- 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 the manager for discussion and direction.
- Identify service product flaws and service shortfalls; advise line management for product changes and service delivery improvements to Head Office.
- Achieve departmental targets while 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.
- A positive personality with a willingness to learn. Flexibility to meet changing business needs.
- Ability to remain calm and confident under pressure.
- Fluent in written and spoken English.
Critical Competencies
- Delivering
- Drive
- Open to Opportunity
- Collaboration
- Business Thinking
Information
- Candidates must have the legal right to live and work in the UK.
- Flexible location: London Town Office or Manchester Contact Centre.
Salary & benefits
- Competitive Salary
- Travel Allowance
- Meal Allowance
- Profit share eligibility
Seniority level
- Entry level
Employment type
- Full-time
Job function
- Other
Industries
- Airlines and Aviation
Referrals increase your chances of interviewing at Emirates by 2x
#J-18808-Ljbffr
Customer Affairs Officer London/Manchester employer: Emirates
Contact Detail:
Emirates Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Affairs Officer London/Manchester
✨Tip Number 1
Get to know the company inside out! Research Emirates and understand their values, mission, and customer service approach. This will help you tailor your responses during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since the role involves handling customer complaints, it’s crucial to demonstrate your ability to communicate empathetically and professionally. Role-play with a friend or use online resources to refine your approach.
✨Tip Number 3
Network like a pro! Connect with current or former Emirates employees on LinkedIn. They can provide insights into the company culture and even refer you for the position, which can significantly boost your chances of landing an interview.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, keep an eye on job fairs or recruitment events where Emirates might be present – it’s a great chance to make a personal connection!
We think you need these skills to ace Customer Affairs Officer London/Manchester
Some tips for your application 🫡
Personalise Your Application: When you're writing your application, make sure to personalise it. Use the job description to highlight how your skills and experiences align with what we're looking for. Show us that you understand the role of a Customer Affairs Officer and how you can contribute to our team.
Show Off Your Communication Skills: Since this role is all about handling customer complaints, it's crucial to demonstrate your communication prowess. Use clear, concise language in your application and provide examples of how you've effectively communicated in past roles. We want to see your ability to convey empathy and professionalism!
Highlight Relevant Experience: Make sure to showcase any relevant experience you have in customer service or complaint handling. If you've worked in a front-line position before, let us know! Share specific examples of how you've resolved issues and regained customer confidence.
Apply Through Our Website: We encourage you to apply through our website for the best chance of success. It’s super easy and ensures your application goes directly to us. Plus, you'll find all the details you need about the role and our company culture there!
How to prepare for a job interview at Emirates
✨Know Your Customer Service Basics
Before the interview, brush up on your customer service principles. Understand how to handle complaints empathetically and professionally, as this role is all about regaining customer confidence. Be ready to share examples from your past experiences where you successfully resolved issues.
✨Familiarise Yourself with Emirates
Do some research on Emirates and its reputation in the industry. Knowing their values and recent news can help you tailor your responses and show that you're genuinely interested in the company. This will also help you understand the kind of service recovery strategies they might employ.
✨Prepare for Scenario Questions
Expect scenario-based questions during the interview. Think about how you would handle specific customer complaints or service shortfalls. Practising these scenarios can help you articulate your thought process clearly and demonstrate your problem-solving skills.
✨Showcase Your Communication Skills
Since the role requires advanced letter writing and communication, be prepared to discuss your experience in these areas. You might even want to bring a sample of your written work to showcase your skills. Remember, clear and effective communication is key in this position!