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General information

Name
Customer Affairs Manager - London

Description & Requirements

Job Purpose

We are excited to be appointing a Customer Affairs Manager (EK.08), based in our CASA London Office. 


The successful candidate will be responsible for the following:

  • Manage the day-to-day operations of the Customer Affairs department by providing guidance and direction, ensuring that individual and departmental performance goals are met.  

  • Act as the first point of contact for cases escalated by Customer Affairs Officers.
  • Distribute CASA UK’s workload and measure Officers’ performance.
  • Support the departmental manager in driving a team of individuals, who naturally go the extra mile for our customers.
  • Work alongside the departmental manager to identify trends and encourage the team, ensuring that customer loyalty is retained.
  • Support the departmental manager with legal files and collaborate with our external legal team, making accurate decisions on files to be defended/settled.
  • Conduct 1:1 reviews with team members monthly, ensuring that regular structured feedback is provided to Officers.
  • Act as point of contact for queries from regulatory bodies including CAA and IAA.





Qualification

  • The successful candidate should be an inspiring and enthusiastic individual, with a desire and drive to lead and guide a team of CASA Officers in providing a personal touch when addressing customer feedback. The successful candidate should also be able to work under pressure and have excellent people skills when interacting with both internal and external customers.

Critical Competencies 

  • Drive
  • Developing Talent
  • Engaging Others
  • Business Thinking
  • Delivery
  • Providing Direction


Please apply by 29 December 2025



Salary & Benefits

Completive 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.