Customer Affairs Manager - LON/MON

Emirates Group
London
Workplace: OnsiteFull timeFunction: Data Science & Machine LearningEducation: bachelorsSkills: ["Interpersonal skills","Communication","Ability to work under pressure","Coaching","Team leadership"]

Manage day-to-day operations of the Customer Affairs department, providing guidance to achieve team performance goals. Serve as the first point of contact for escalated claims and compensation cases, allocating files, ensuring accurate correspondence, and meeting deadlines using weekly statistics. Lead, coach, and develop the team while partnering with head office departments to update files, identify complaint trends, and recommend compensation actions and process improvements.

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FursaFursa
Emirates Group
Emirates Group
1 day ago

Customer Affairs Manager - LON/MON

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Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live

Job Summary

Manage day-to-day operations of the Customer Affairs department, providing guidance to achieve team performance goals. Serve as the first point of contact for escalated claims and compensation cases, allocating files, ensuring accurate correspondence, and meeting deadlines using weekly statistics. Lead, coach, and develop the team while partnering with head office departments to update files, identify complaint trends, and recommend compensation actions and process improvements.
Location: London
Workplace: Onsite
Employment Type: Full time
Job Function: Data Science & Machine Learning
Seniority: Manager level

Key Responsibilities

  • •Manage day-to-day operations of the Customer Affairs department and guide the team to meet performance goals.
  • •Act as first point of contact for escalated claims and compensation cases, clarifying procedural, technical, and legal issues.
  • •Allocate files to staff based on case content, ensure correspondence accuracy and compliance with company guidelines, and meet deadlines using weekly statistics.
  • •Develop compensation packages and standard letters with the Manager, authorize payments, and investigate comebacks to bring cases to conclusion.
  • •Motivate and develop the team through performance reviews, training/coaching, timekeeping/sickness/leave oversight, and reporting on issues and trends.

Pay and Benefits

Perks:Shift PayCommuter BenefitsMeal AllowanceHealth InsuranceEmployee AssistanceAnnual Leave

Key Requirements

  • •Degree level education.
  • •Extensive experience in a front-line customer contact role with experience in a supervisory position.
  • •In-depth knowledge of Emirates products and services.
  • •Excellent written and oral communication skills, including grammar.
  • •Knowledge of a Customer Relationship Management system, WorldTracer, and GDS booking system.
Experience:Customer complaintsClaims
Education:Bachelor's
Skills:Interpersonal skillsCommunicationAbility to work under pressureCoachingTeam leadership
Tech Stack:Customer Relationship ManagementWorldTracerGDSGDS Booking

Company Brief

Emirates Group
The Emirates Group operates Emirates airline and related aviation services, providing passenger and cargo air transport, ground handling, and travel services worldwide with a large global network and integrated aviation operations.
Industry: Aviation
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Funding: Government Funded
Headquarters: Dubai, United Arab Emirates
Founded: 1985
WebsiteLinkedIn