Customer Affairs Controller

Job description / Role

About the role:

To provide full support and act as a second in charge for the management of the CASA Headquarters unit which requires managing customer complaints/claims, from investigation to conclusion in a timely and cost- effective manner. Under the guidance of Manager Customer Affairs (MCA)/Customer Affairs Manager (CAM), work with operational divisions, Group Legal, Group Insurance and where required appoint legal counsel at outstations for legal cases. Respond to cases from countries National Enforcement Boards.

The objective is to provide expert guidance, timely and effective service recovery, improved customer loyalty and retention, reduction of potential revenue loss and cost avoidance by thorough preparation of legal cases.

What you will do:

- Implement daily the strategies and tactics on behalf of MCA/CAM in the management of a Customer Affairs unit, ensuring customer complaints/claims are responded to in a substantive, timely and cost-effective manner while in line with CASA Global and the company's objectives. Ensure that customer confidence, loyalty and goodwill is restored to retain customers, minimise revenue loss and to protect future revenue. Focus must be on the Arabic community as a key market segment (Applicable to passenger only).
- Be responsible for assessing compensation levels for complaints/claims within the authority limits and refer to MCA/CAM when these limits are exceeded for guidance. Be accountable for the compensation provided in the annual budget process and ensure that compensation is recorded for audit and data analysis purposes.
- Assist in managing the day-to-day motivation of the unit, through personal interactions, fair distribution of duties and providing support and guidance when required. Distribute and monitor the daily workload and assist in monitoring individual team member's performance and productivity against KPIs. Identify performance issues with MCA/CAM where required.
- 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, tone, and style) to ensure a favourable customer reaction.
- Reinvestigate cases where passengers/agents 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, Cargo Operations, and other key internal stakeholders.
- Manage and correspond with codeshare and partner airline to resolve complaints/claims. Manage customer responses and compensation where appropriate and keep our partner updated (and v.v.) where we are responsible for the customer response. Produce monthly reports and identify trends to MCA/CAM.
- Manage and respond to sensitive files from Executive Management and NEBs (e.g. US DOT, UK CAA etc.) and ensure they are responded to within the set deadlines and the quality of investigation and accuracy of data provided is to expectations. Ensure information for legal cases is accurate and thorough for handling off to Group Legal and legal counsel.
- Represent MCA/CAM in working groups and meetings when required and respond to issues in a knowledgeable and confident manner. Ensure relationships with operational divisions are maintained and create a network of internal contacts to ensure that our investigations are as timely as possible.
- Conduct visits to high profile customers (especially high-profile Arab community customers) within UAE to resolve and service recover complaint/claim cases of importance and regain their confidence and loyalty, while protecting future revenues.
- Use a variety of methods for the training of new joiners and internal promotions. Ensure targets are set in advance and progress monitored, with deviations highlighted and managed.

Requirements

Qualifications & Experience<
This job might be for you if you have:

Qualifications:

- Degree or Honours (12+3 or equivalent)

Experience:

- 5+ Years of Customer Service - Customer Relations

Knowledge/Skills:

- Degree in Sociology/Psychology/ Commerce or Business-related subjects
- Experience in Customer facing or customer relations or complaint management role.

You'll have an edge if you have:

- Expert knowledge of one or more customer touchpoints e.g. sales, contact centre, airport operations, inflight services, baggage, loyalty programme etc.
- Must be fully conversant with Warsaw, Montreal and other IATA conventions and consumer protection legislation related to commercial airlines. Proven track record in team leadership and motivational skills. Excellent negotiation skills in volatile situations and should also be an arbitrator in disputes between the airline service delivery areas and the customer. Must be able to represent Emirates and the department at the highest levels e.g. VIPs, legal firms, consumer protection agencies.

About the Company

A fast-growing international airline with one of the youngest fleets in the sky and more than 400 awards for excellence worldwide.