At a Glance
- Tasks: Lead customer feedback management and ensure top-notch service recovery for Emirates.
- Company: Join Emirates, a globally recognised airline with an award-winning team.
- Benefits: Enjoy competitive salary, bonuses, private medical insurance, and travel perks.
- Other info: Dynamic role with opportunities for growth and development.
- Why this job: Make a real impact in customer service while travelling the world.
- Qualifications: 8+ years in service industry management; degree in relevant field required.
The predicted salary is between 40000 - 50000 £ per year.
- Job Purpose
- Job Purpose
A winner of more than 500 international awards, Emirates operates one of the aviation world's youngest, most environmentally-friendly and technologically advanced-fleet of over 250 aircraft.
Its rapidly expanding network spans 145 destinations in Europe, North America, South America, the Middle East, Africa, the Indian subcontinent and Asia Pacific.
The airline is an employee-focused company with a commitment to providing staff with excellent working conditions and competitive salaries.
- Responsible for the direction and management of CASA UK and Ireland, managing the flow of customer feedback and complaints from all channels (direct, NEBs, consumer protection agencies, legal firms, media etc.), from investigation to conclusion, conforming to our company quality, time and cost standards.
- Plan and implement effective strategies and tactics in the management of UK and Ireland Customer Affairs unit, ensuring customer complaints are responded to in a substantive, timely and cost effective manner and in line with CASA Global and Company objectives.
Ensure that customer confidence, loyalty and goodwill is restored to retain customers, minimise revenue loss and to protect future revenue.
- Working closely with CASA HQ, ensure the department costs and customer service recovery is achieved in the most cost effective manner through prudent budgetary management.
Monitor the service recovery and legal budget and raise deviations from the planned budget with CASA HQ.
Raise manpower and departmental requirements to CASA HQ for projected growth and corresponding increases in workload with a solid business case.
- Manage, motivate and develop a team of Customer Affairs Officers and Customer Affairs Supervisors.
Plan, distribute and monitor their workload.
Monitor individual team members' performance and productivity against KPIs and take corrective action where required.
Offer advice, guidance and support to team members, create individualised development plans and facilitate access to various training channels (e. g.
OTJ, CBT, classroom, familiarisation visits etc.).
Ensure all team members' knowledge of new and changed product, service and consumer protection legislation remains current.
- Monitor complaint responses and customer compensation to ensure the investigation was thorough, the response included all customer concerns and departmental standards are met i. e. response timelines, number of comebacks and quality standards (i. e. factual accuracy, content, grammar, style and tone) to ensure a favourable customer reaction.
Reinvestigate cases where passengers are not satisfied with our initial response, service recovery or compensatory offer and bring the case to a successful conclusion.
Proactively work with Commercial, Service Delivery, Airport Services and other key internal stakeholders where required for investigation purposes.
- Have a thorough understanding of relevant airline and consumer protection legislation including Warsaw Convention, Montreal Convention (MC99), EU Regulation 261/2004, Emirates Conditions of Carriage, etc.
Evaluate legal claims and where appropriate, prepare defence documentation, sign all defences/statements and appoint and brief legal counsel on behalf of EK.
Track each case through to conclusion.
On occasions this may involve representing the company's interest in person in court proceedings.
Respond to cases of customer complaints and enquiries from National Enforcement Boards, UK CAA, Consumer protection agencies etc. ensuring compliance to stipulated response timelines.
- Support UK Sales division to successfully recover valuable corporate clients whose business is at risk due to customer dissatisfaction issues.
Conduct joint visits to high profile customers in cases of serious gravity and complexity to regain customer confidence and future business.
Assist with formulating responses to media enquiries received through our PR agency.
- Play an active role and assist in developing the Emergency Plan.
In the event of an incident, work closely with and coordinate with CASA HQ on the written and verbal communication with affected families, legal representatives and government authorities and entities.
- Qualification
- Degree or Honors related to Sociology, Psychology, Commerce or Business Administration.
- 8+ years' experience in a service industry with experience of managing a multi-functional operational team.
- Working knowledge of airline operational facilities.
- Analytical and report writing skills.
- Proficient in MS Word, Excel and E-mail, as well as expertise in statistical analysis, data reporting and extrapolation.
- Knowledge and experience in dealing with diverse cultures would be an advantage.
- Fluent in spoken and written English.
- Applications from staff who have not completed 12 months' service in their current position will not be considered.
Candidates must have the legal right to live and work in the UK.
- Salary & benefits
- Competitive Salary
At Emirates, we believe it is important that we reward our colleagues for helping us to be the largest and one of the most successful airlines in the world.
Some of the benefits you can look forward to include a competitive basic salary along with allowances including shift pay, transport and meal allowances.
Every November we will reward you with a guaranteed bonus and each May we operate a non contractual profit share scheme.
Of course we want to make sure are happy and healthy so we have a host of benefits, such as private medical insurance, a health cash plan, employee assistance programmes and generous annual leave benefits available to you from day one.
You will also be able to spend your time off travelling the world as you will have access to discounted flights and hotels all around the world.
- competitive basic salary along with allowances including shift pay, transport and meal allowances.
- guaranteed bonus
- non contractual profit share scheme
- private medical insurance
- health cash plan
- employee assistance programmes
- generous annual leave benefits available to you from day one.
- discounted flights and hotels all around the world.
- #J-18808-Ljbffr
Customer Affairs & Service Audit Manager - London employer: The Emirates Group
Emirates is an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation. With a strong focus on employee growth, you will have access to extensive training and development opportunities while working in the beautiful region of Scotland. Join us to be part of a globally recognised brand that values your contributions and rewards your efforts in a meaningful way.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Affairs & Service Audit Manager - London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at The Emirates Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like The Emirates Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Affairs & Service Audit Manager - London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to The Emirates Group:Your cover letter is your chance to shine! Tell us why you want to work at The Emirates Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at The Emirates Group!
How to prepare for a job interview at The Emirates Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
