Customer Affairs Officer London/Manchester

Job Purpose

• 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 i.e., communicating with the passengers 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 those 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

Qualification

• 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 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

• 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 Salary

• Travel Allowance
• Meal Allowance
• Profit share eligibility