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General information

Name
Customer Affairs Officer LON/MAN
Closing date
29-Jan-2026

Description & Requirements

Job Purpose

  • Effectively handle and investigate customer complaints and respond to customers in a personalised, empathetic and professional manner, to regain customer confidence, restore the reputation of the Emirates and ensure repeat business.

  • Recommend appropriate compensation or service recovery and manage the file to a successful resolution.
  • Thank customers who have sent complimentary letters and ensure relevant departments are informed. 
  • Ensure communication with customers is within service level agreements i.e., communicating with the passengers keeping them informed of progress through to resolution within agreed departmental deadlines.   
  • Send appropriate interim replies when the investigation is ongoing, so that the passenger is aware of the status of the complaint.
  • Investigate with the departments concerned worldwide and a range of operational systems to determine the cause of the complaint. 

  • Where required, consult with Group Legal, Corporate Communications, Group Insurance and Commercial departments on those cases requiring a carefully considered business approach. 
  • Escalate sensitive cases to the attention of your manager for discussion and direction.
  • Identify service product flaws and service shortfalls that occur regularly and advise your line manager so that product changes and service delivery improvements can be recommended to Head Office.
  • Achieve departmental targets whilst maintaining established quality standards


Qualification

  • Educated to ‘A’ Level standard or equivalent.
  • Experience in a front line, customer contact position.
  • Proven advanced level of Commercial letter writing.
  • Knowledge of Airport, Reservations, Ticketing and Baggage systems is essential
  • A positive personality with a willingness to learn. Flexibility to meet the changing needs of the business.
  • Ability to remain calm and confident under pressure.
  • Fluent in written and spoken English. 


 


Critical Competencies

  • Delivering
  • Drive
  • Open to Opportunity
  • Collaboration
  • Business Thinking


Information

  • Candidates must have the legal right to live and work in the UK.
  • Flexible location: Position may be based in either the London Town Office or in the Manchester Contact Centre.


Salary & Benefits

Competitive Salary
  • Travel Allowance
  • Meal Allowance
  • Profit share eligibility