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
Information
- 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 in London employer: Emirates
At Emirates, 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 leading airlines.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Affairs Officer - LON/MAN in London
✨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 or tricky situations. We want you to show off your problem-solving skills and empathy!
✨Tip Number 3
Dress to impress! First impressions matter, especially in a customer-facing role. Make sure you look professional and approachable, so you can reflect the Emirates brand right from the get-go.
✨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 job!
We think you need these skills to ace Customer Affairs Officer - LON/MAN in London
Some tips for your application 🫡
Show Your Personality:When writing your application, let your personality shine through! We want to see who you are beyond your qualifications. Use a friendly tone and share a bit about your passion for customer service.
Tailor Your Application:Make sure to customise your application for the Customer Affairs Officer role. Highlight your experience in handling customer complaints and any relevant skills that align with our values of innovation and excellence.
Be Clear and Concise:Keep your writing clear and to the point. We appreciate well-structured applications that get straight to the heart of your experience and how it relates to the job. Avoid fluff and focus on what matters!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
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 effectively and think of examples from your past experiences where you turned a negative situation into a positive one. This will show that you can embody the Emirates ethos of 'Fly Better'.
✨Research Emirates and Its Values
Dive deep into what makes Emirates stand out in the airline industry. Familiarise yourself with their services, fleet, and customer experience initiatives. Being able to discuss how your values align with theirs will impress the interviewers and demonstrate your genuine interest in the role.
✨Prepare for Scenario Questions
Expect to face scenario-based questions during your interview. Think about how you would handle specific customer complaints or service recovery situations. Practising these responses will help you articulate your thought process clearly and show your problem-solving skills.
✨Showcase Your Communication Skills
As a Customer Affairs Officer, communication is key. During the interview, focus on speaking clearly and confidently. Use examples that highlight your ability to communicate effectively with customers and colleagues alike, especially in high-pressure situations. This will underline your suitability for the role.
