Customer Quality and Compliance Coordinator

Job description / Role

Job purpose

dnata Travel Group represents the travel division of dnata, one of the world's largest air and travel services providers. Consisting of more than 20 leading international travel brands, we are proud to serve our global customer base as a leading, award-winning travel services provider.

As a Customer Quality and Compliance Coordinator, you will be responsible to provide comprehensive administrative support for the Special Handling department (people, customer and asset management), and coordinate quality and compliance tasks related to customer airlines at DXB and DWC airport.

In this role, you will;

• Monitor completion of all Special Handling Services charge notes for monthly billing finalization to ensure all services rendered to airline customers are accordingly billed
• Manage airline service charges dispute and liaise with billing team
• Assist the Department Controller in coordinating with EK CASA, EKAS, and KAM in terms of customer requirements
• Suggest solutions to line in order to address the concern raised by customers
• Coordinate with Department Officers in operations in case of possible ACAA (Air Carrier Access Act) violations or any US DOT reportable cases for necessary corrective and preventive actions
• Conduct timely and accurate investigation of complaints and customer feedback covered by US Department of Transport Regulation and feedback concerning other sectors logged through Salesforce
• Assist the Department Controller in monitoring implementation of processes and work instructions
• Ensure that necessary Read & Sign Documents are prepared and signed by all concerned
• Screen outsource employees to filter employees who are fit for the role
• Coordinate and liaise with Dubai Airports for fire evacuation exercises and drills
• Daily review of incident reports and conduct investigations with relevant team to ensure all incidents are closed with CAPA (corrective and preventive actions)
• Organize departmental activities and venues
• Communicate and coordinate with newly recruited employees and plan on job attachments
• Monitor training completion to avoid non-compliance
• Coordinate with Training & Development Team for onboarding process of new joiners
• Develop learning logs and support line managers with performance improvement plans for individuals
• Assist operational team with roster requirements and coordinate with Support Services after due consultation with Department Controller
• Monitor documents validity as per the IGOM standards
• Monitor proper functioning of VTMS installed in ambulifts
• Collect and manage the frequently used PPE stock and distribution to operations
• Maintain, monitor, and control the consumption and stocks of office supplies and stationery within the department

Qualification

To be considered for the role, you must meet the below requirements:

• 12 years of schooling or equivalent
• 4 years of experience working in an operational role or customer facing role within the aviation sector
• Demonstrated knowledge on Air Carrier Access Act (ACAA) regulations
• Exposure in handling investigations and execution of CAPA related to cases covered by US DOT regulations
• Proficient understanding of US DOT/ACAA rules and regulations
• Proficient computer literacy skills

Our services on the ground keep the world in the air. We are one of the largest air services providers in the world, and you will find us in over 80 countries offering expertise in ground handling, cargo, travel and flight catering. We are growing fast, and we are looking for people with imagination and creativity to join our team of more than 40,000 people. We want potential stars to help us deliver on the promises our customers make. Be a part of our success story.

Salary & benefits

Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotel stays around the world. Find out what it is like to live and work in our fast-paced, cosmopolitan home city.

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.