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General information

Name
Customer Services Supervisor - LON/MAN
Closing date
01-Jan-2026

Description & Requirements

Job Purpose

  • To undertake administrative responsibilities for the department working under the direction of the Customer Affairs Manager.

  • To ensure all company criteria for compensatory claims are met before initiating company procedures.

  • To ensure that all incoming complaints and legal claims received my mail are scanned, logged, and that CRIS is updated accurately.
  • Fully investigate feedback either received directly from passengers or other Emirates departments and formulate suitable replies. 
  • Liaise with HO Departments including responding to any queries and updating files with any communications.
  • Collate all relevant file information and operational reports for legal claims to send to local counsel.
  • Process standard damaged baggage replacements and lost baggage claims, while still adhering to Company regulations in regard to such claims and compensation.


Qualification

  • A good standard of general education up to ‘A’ Level standard or equivalent.
  • Knowledge and experience in Baggage Tracing and Baggage Claims
  • Experience in an airport/travel agency passenger service environment.
  • Fully conversant with MS Office.
  • Knowledge of Airport, Reservations, Ticketing and Baggage systems is required.
  • Ability to work under pressure, prioritise workload and meet deadlines.
  • Ability to work and support others as part of a team.
  • Excellent written and oral communication skills.

Critical Competencies 

  • Collaboration
  • Engaging Others
  • Delivering
  • Open to Opportunity
  • Drive


Information

  • Candidates must have the legal right to live and work in the UK. 
  • Fluent in written and spoken English. Additional languages are beneficial.


Salary & Benefits

Competitive salary
  • Eligible to Profit share
  • Meal Allowance
  • Transport Allowance