Customer Affairs Officer - London/Manchester

At the Emirates Group, we connect the world through our global hub in Dubai, ensuring our customers always Fly Better. As one of the most recognised and admired brands globally, we’re driven by innovation, ambition and excellence. Join a dynamic, fast-paced team where your ideas and relationship-building skills will directly shape employee experience across our global workforce.

Emirates, one of the world’s most awarded international airlines, operates across six continents and serves over 140 destinations through its hub in Dubai. The airline operates one of the most modern and efficient fleets, featuring spacious and comfortable Airbus A380, Airbus A350, and Boeing 777 aircraft.

• 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.

• 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.

You will stand out if you have the following:

• Customer Affairs / Customer Relations, with a strong emphasis on complaint handling, investigation, service recovery, stakeholder management, and customer retention
• You 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.

In addition to the basic salary, a grade 8 employee in the UK receives the following

01Contractual Elements

• 1 week’s basic salary in November each year, increasing to 2 weeks basic salary, after 5 completed years of service.
• Annual allowances include a Transport Allowance of GBP 1,390 and Meal Allowance of GBP 960. 

Non-Cash benefits include:

• 23 days annual leave p.a. (rising to 26 days after 5 years of service) 
• EK Group Life and Accident insurance (24 months)
• AXA PPP Medical Insurance (cover for employee)
• Healthshield cash plan (annual premium for employee is paid by EK). 
• Defined Contribution Pension Scheme with Standard Life: 
  • Employer contribution: 9%, if the employee chooses to contribute 5% of basic salary. 
  • Alternatively, 6% employer contribution, if employee choose to contribute at a lower rate of 3%