Customer Operations Analyst in London

Salary: Up to £54,790 per annum dependent upon experience

Contract Type: Permanent – Full Time

Security Level: BPSS

Visa Restrictions: This position does not offer visa sponsorship

We are the UK's aviation and aerospace regulator and recognised as a world leader in its field. Our activities are diverse, enabling the aviation industry to meet the highest safety standards, and we pride ourselves on our ability to adapt to the constantly evolving aviation environment.

The Role

• Responsible for the development, maintenance and continuous improvement of the system of analysis of the customer account operations, providing key performance measures for internal and external reporting on customer-to-customer (C2C) value chain.
• Responsible for producing a user-friendly analysis to easily assess and identify the effectiveness and opportunities for improvement in the customer account operations (C2C) workflows with the aim of producing effective, consistent and predictable service performance.
• Working with the end customer to showcase how the platform for analysis can be used to the best of its abilities.
• Provide regular performance reporting on the Customer Account Management model.
• Provide support on data management to the successful accomplishment of project Future Surveillance Operating Model (FSOM).

Core Accountabilities

• Develop the tools and working practices to measure the effectiveness and overall benefit from the ways of working with cross SARG teams to delivering better performance regarding customer and service value (service health).
• Provide performance and management information on the C2C value chain and the wider benefits delivered by the customer account management model for external reporting in support for CAA value for money reporting.
• Recommend opportunities for improvement from the performance analysis to support the continuous development of the customer account management model.
• Act as point of contact with the Finance Funding & Value team in generating value for money analysis and reporting.
• Act as the data steward for the customer account operations.

Decision Making

• Determining the most effective tools and working practices that are futureproofed as best as possible.

Influencing

• Use the analysis and data to produce key information to drive decision making with regard to customer account operations and the overall improvement of the model.
• Encourage SARG capability teams to adopt similar service and customer-related performance indicators.

Management

• Work on own initiative with limited supervision to develop best practice ways of working on service and customer performance reporting in SARG.
• Have the ability to manage customer expectations while maintaining a positive working relationship.

About You

• Analyst experience for a project or multiple key business process levels within operational or fast developing environment.
• Proven knowledge and experience of analysis methods, preferably in finance or customer relationship management.
• Proven ability and skills to create Microsoft Power BI dashboards.
• Good experience in preparing presentations on recommendations supported by analysis for a variety of audiences internal and external (customer, DfT, and other HMG departments).
• Good communication and interpersonal skills required to engage customers and colleagues at all levels across multiple disciplines.
• Able to construct analysis outputs clearly to support decision making or facilitate complex problem solving.
• Ability to produce reports and papers on analysis and recommendations to management level audience.

Additional Information

• For many appointments within the CAA, these roles require access to operationally sensitive infrastructure and/or Nationally Protected information. For these roles the post holders must undergo National Security Vetting and achieve the appropriate level of clearance.
• BPSS - To be vetted you must have the right to work in the UK so that meaningful checks can be undertaken.
• If you do not meet these requirements, we may not be able to accept your application.
• The CAA values high ethical standards and personal integrity among employees. If invited for interview you will be asked to complete a declaration of interest.

Relocation & Property

The CAA will be relocating from Aviation House (Our Gatwick Office) to new premises in a few years’ time. Our move is driven by strategic, operational and environmental considerations. We will be moving to a new local home, up to a 15-mile radius of Aviation House, to minimise disruption for our valued colleagues and customers. We are now working with colleagues and visitors to understand what we need in our new office, before we start our property search. We will sell Aviation House and land, vacate the site and move to new premises, but we do not expect to move before 2028.

Inclusive Recruitment

We are passionate about diversity and ensuring all are included at the CAA. We are an equal opportunity employer and actively encourage applications from candidates of all backgrounds. As a member of the Disability Confident scheme, applicants who meet the minimum criteria for a role with us will be guaranteed an interview. We use fair and inclusive selection approaches to hire the best person for the job based on merit alone. If you require an adjustment for any reason, please let us know.

Working With Us

We are on a journey towards being increasingly adaptable, where our colleagues collaborate as part of cross-functional teams. This approach ensures we never stop learning together. It also means that you may become involved in activities that take you out of your day-to-day role, providing you with opportunities to develop and grow your career with us. We have embraced hybrid working and offer flexible working patterns, being open to having a conversation about what works for you. We know where and when we work is important in achieving a work-life balance.

We offer a range of excellent benefits such as flexible working arrangements, free onsite gym at Gatwick, discounted gym membership for London, 28 days annual leave, additional 5 days leave purchase scheme, a generous pension scheme and much more!

Our Values

Do The Right Thing, Never Stop Learning, Build Collaborative Relationships, Respect Everyone.

Closing Date: Monday 13th July 2026

Interview Date: W/C Monday 27th July 2026

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.

No recruitment agencies please.