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Enquiries and Complaints Officer

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Date: 05-Jan-2022

Location: Gatwick, GB

Company: Civil Aviation Authority

Salary: £25,008 up to £30,000 pa dependant on experience


Contract Type: Permanent, full time


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


The Enquiries and Complaints Officer is responsible for ensuring the effective and timely coordination and drafting of responses of all initial enquiries, complaints and requests for review of regulatory decisions in accordance with the CAA’s Corporate Complaints Policy (CCP) and Independent Review Body (IRB) process.


The role requires continual provision of advice, guidance and support to focal points across all CAA departments and ensuring departments provide full and timely responses to meet our Service Level Agreements with stakeholders.


Core Accountabilities:


  • Working with the CAA’s Corporate Complaints Specialist, responsible for implementing CAA CCP and IRB processes, including all initial stages and preparing escalation to ICA, IRB and PHSO where needed. 
  • Triage and make decisions on assigning cases for internal investigation by the relevant business areas in an effective and timely manner and in accordance with policies and procedures.
  • Provide advice and consult with CAA business areas on cases to ensure understanding of processes and SLAs, and that full coverage of complaints and requests for review are covered in draft responses.
  • Assist in the development and maintenance of all associated governance, standards (SLAs), policies and procedures.
  • Independently prepare stage one responses 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.
  • Work collaboratively with members of the communications and legal teams and others on complex, high profile, or media-related cases.
  • Monitor QA and authorisation processes across all complaints functions.


Other duties


  • Triage and respond to general enquiries and maintain a library of standard responses and complaint templates.
  • Assist with the team’s case handling when required, which will typically be to cover leave and will include assessing incoming correspondence and requests and recording and allocating these to the business. 
  • Assist with the collection of information in response to FOI requests and/or Data Subject Access requests and preparing the information for release.


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.
  • Have a genuine interest in and concern for customer complaints and work with commitment and dedication towards finding solutions.
  • Confident in making decisions and providing advice on complex complaint or appeal cases.
  • Well organized and meticulous in your work.
  • A team player and understand the individual needs of the team.
  • Experience within a complaints processing environment would be advantageous. 



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

For many appointments within the CAA, these roles require access to operationally sensitive infrastructure and/or Nationally Protected information. For these roles the post holders must undergo National Security Vetting and achieve the appropriate level of clearance.


To be vetted we will usually expect a reasonable period of residency in the UK so that meaningful checks can be undertaken. This can either be 3 years or 5 years depending on the level required (CTC or SC). If you do not meet these requirements, we may not be able to accept your application. For more information please visit - Vetting explained - GOV.UK (www.gov.uk)


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

Our Values

Do The Right Thing, Never Stop Learning, Build Collaborative Relationships, Respect Everyone – For more information please Click Here

Closing Date: 19th January 2022

Interview Date: W/C 24th January 2022


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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