Emirates Group

At Emirates, our customers are our priority. Our Customer Affairs and Service Audit teams work diligently to effectively manage customer complaints, promote customer loyalty, protect and generate company revenue and help mitigate any negative impression of Emirates. We are committed to continuous improvement through monitoring and auditing our customer service standards and consistently enhancing our processes to ensure the success of our organisation and brand!

The Service Audit Controller will act as the customer champion within the organisation conduct audits and produce evidenced based, detailed reports to heads of department, senior management and management teams which measure the customer experience and the product offering against set standards and customer expectations. Identify deviations from standards and recommend enhancements through insight and research.

In this role, you will:

• Use a variety of techniques (auditing, mystery shopping, customer interviews, surveys, ad-hoc etc.), audit and measure service delivery standards, customer engagement and service style across all customer touchpoints. Measure deviations from processes and safety compliance and identify trends of inconsistency and opportunities for enhancement. Identify potential cost saving and operational efficiency opportunities as part of the audit outcome.
• Present to stakeholders detailed and evidenced based reports, paying particular attention to deviations from standards. Use customer feedback, data analysis, insights, observations and audio-visual evidence to support findings where appropriate. Make recommendations to senior management for enhancements to the product offering.
• Undertake research and compile data on industry wide best practices of competitors, both airline and hospitality industries, either in the area of service recovery strategies and compensation guidelines or product and service delivery offerings and make recommendations to ensure stakeholders are kept abreast of innovative developments that may be considered for our service enhancements.
• Undertake competitor audits of other airlines and service industries through research and mystery shopping. Identify service ideas, product opportunities and best practice for the enhancements of Emirates customer service and product offering.
• Use a variety of data sources (complaints, market research, social media, web-based reports etc.) identify trends and areas of interest to MSA that help to inform the audit programme and schedule.
• Develop and maintain strong relationships with operational division?s management teams to ensure service audit is regarded as a valued service. Ensure that the product and service corrections, enhancements, cost saving and best practice ideas are considered and incorporated into product offerings, service delivery style and the overall customer experience.
• Undertake follow-up audits to measure corrective action and effectiveness of changes implemented through the initial report and identify new items of interest.

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

• Hold a completed Degree (12+3) in Commerce, Hospitality or Business-related subjects 
• Have 5+ years experience in a senior customer service/hospitality/ relation role environment. 

Knowledge/skills:

• Excellent presentation and report writing skills
• Auditing qualification/experience is an advantage.
• Ability to work under own initiative
• Strong attention to detail
• Analytical ability and skilled in data analysis and statistics
• Strong interpersonal and communication skills

At Emirates, we're committed to providing our employees with opportunities to grow and develop in their careers. So if you're looking for a challenging and rewarding opportunity, apply today and join our team!

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 hotels stays around the world. Find out what it’s like to live and work in our fast-paced, cosmopolitan home city in the Dubai Lifestyle section of our website www.emirates.com/careers