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Corporate Complaints Specialist

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Date: 15-Sep-2021

Location: Gatwick, GB

Company: Civil Aviation Authority

Salary: £31,260 up to £40,000 pa (depending on experience) 

Contract Type: Permanent



We are the UK's aviation regulator and recognised as a world leader in its field. Our activities are diverse, enabling the aviation industry to meet the highest safety standards, and we pride ourselves on our ability to adapt to the constantly evolving aviation environment.


The Role

We have an exciting new role for a Corporate Complaints Specialist to join our growing Communications team. Working as part of a team responsible for external information services to the public and stakeholders, this role is fundamental in ensuring complaints made to the CAA are handled effectively and we learn from them. 

This is a varied role that involves management of all formal complaints made about the CAA and its services. Responsible for ensuring the effective and timely coordination, management and monitoring of all complaints requiring investigation to include oversight of all stages of the CAA complaints process, together with the oversight and monitoring of those complaints subsequently escalated to the Independent Complaints Assessors (ICA) and the Parliamentary and Health Service Ombudsman (PHSO)

Management of governance, standards and reporting of all complaints made to the CAA through other complaint channels, from consumers and the public. The role requires continual provision of advice, guidance and support to managers across all CAA departments, together with regular provision of complaint related information and data for Executive Committee and Board reporting purposes.


Core Accountabilities

  • To be responsible for the CAA complaints process (complaints about CAA services), including all stages and escalation to ICA and PHSO, to include determination of whether legal advice is required on issues relating to complaints.
  • Ensure all day-to-day management of complaints made about the CAA are assigned for investigation and response by the relevant business areas in an effective and timely manner in conjunction with the team Correspondence Case Officer.
  • To assist in the development and maintenance of governance, standards (SLAs), policies and procedures for the management and administration of all complaints, including complaints made to the CAA rather than complaints made about the CAA (Passenger Advice and Complaints Team, aviation related noise complaints and complaints from consumers in respect of ATOL claims).
  • Responding to complaints made about the CAA using inputs from the business, ensuring responses provide the accurate empathy and understanding of their individual experience and providing them with reassurance, support and information on the complaint process.
  • Implement and monitor QA and authorisation processes across all complaints functions.
  • Increase CAA-wide awareness of all complaints functions both internally and externally, and develop, review and maintain externally published complaint or appeal routes.
  • Provision of regular advice and guidance and feeding back to senior management team colleagues in the correct handling of often very complex and detailed complaints and using information to make service improvements.
  • Provision of regular and ad hoc complaints data and information (key performance indicators) to business areas and the Executive Committee and the CAA Board.
  • Membership and quarterly attendance to the DfT/ICA scheme’s Complaint Handler Group to share issues and good practice.


About You

  • Excellent and effective communication skills and proficient and experienced in drafting and writing skills.
  • Must take personal responsibility to ensure our governance, standards and customer expectations are met.
  • A reasonable level of experience in the processing, investigation and response to often complex complaints combined with the ability to draft high-level responses.
  • Willing to challenge business areas on inputs to complaints and willing to pick up the phone to discuss with colleagues and/or the customer when required.
  • Must have a genuine interest in and concern for customer complaints and work with commitment and dedication towards finding solutions.
  • Must be well organized and meticulous in work.
  • Must be highly result oriented.
  • Must be a team player and understand the individual needs of the team.


What Can We Offer You?


No two days are the same in this role, and you will experience a huge amount of diversity in your work. You'll have the opportunity to network widely, work with a team of specialists, building positive relationships as you go across the CAA, aviation industry and external stakeholders. There is also significant visibility among senior leaders within the CAA too.



Additional Information


This role does not require extensive business travel; however, some travel to Aviation House (Gatwick) and/ or London will be expected.


Working With Us


We offer a range of excellent benefits such as flexible working arrangements, free onsite gym at Gatwick, discounted gym membership for London, 28 days annual leave, additional 5 days leave purchase scheme, a generous pension scheme and much more!

We are on a journey towards being increasingly adaptable, where our colleagues collaborate as part of cross-functional teams. This approach ensures we never stop learning together. It also means that you may become involved in activities that take you out of your day to day role, providing you with opportunities to develop and grow your career with us.

We have embraced hybrid working and offer flexible working patterns, being open to having a conversation about what works for you. We know where and when we work is important in achieving a work-life balance.

We are passionate about diversity and ensuring all are included at the CAA. We are an equal opportunity employer and actively encourage applications from candidates of all backgrounds. We use fair and inclusive selection approaches to hire the best person for the job based on merit alone.

As a member of the Disability Confident scheme, applicants who meet the minimum criteria for a role with us will be guaranteed an interview. If you require an adjustment for any reason, please let us know.



Closing Date: 29th September 2021

Interview Date:  TBA


Please note that due to the current Covid-19 situation, all interviews will be conducted online by video conference using Microsoft Teams.


No recruitment agencies please.

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