ATOL Crisis Management Administrator

Crisis Management Administrator - ATOL

Salary: £26,000-£30,000

Contract Type: Permanent – Full Time

Base Location: Canary Wharf, London,

Visa: This position does not offer visa sponsorship.

Security Level: BPSS

Please provide a cover letter and CV for any application.

We are the UK's aviation and aerospace 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 and consumer protection environment.

The nature of the work can be fast moving and may mean that on occasion you may be required to work flexibly at short notice to ensure that consumers are protected, and the Civil Aviation Authorities’ (CAA) strategic goals are achieved. Our operational base is in our London office, and whilst we embrace hybrid working, some regular office attendance is required and may involve occasional out of hours working.

About the team: 

The ATOL Crisis Management Department plays a vital role in delivering consumer protection under the ATOL scheme (Air Travel Organisers’ Licensing) to ensure UK consumers are protected when an ATOL holder ceases to trade, which includes repatriating travellers and refunding those who will not receive their trip.

Whether managing the failure of a small or large ATOL holder, we focus on protecting the interests of both consumers and the Air Travel Trust (ATT) to ensure consumers can continue their trip as planned or receive a refund. We work in a fast-paced environment where no two administrations are the same and priorities change frequently.

The Role:

The ATOL scheme is the financial protection scheme for UK consumers.

We are looking for an operational support Administrator to form an integral part of our ATOL Crisis Management Department.

Reporting to a Team Manager this role provides essential administrative support to the ATOL Crisis Management Department. Producing and monitoring varied information and data to assist departmental decision making. In turn, you will develop a sound knowledge base of the systems, processes, and procedures within the ATOL Crisis Management Department, as well as the regulatory framework in which we work.

The role is required to provide essential support using internal databases for the Crisis Management Department, using your reconciliation and analytical skills to navigate data provided from failed ATOL holders and third parties,  and responding to complex queries from consumers regarding claim submissions and a variety of other internal or external stakeholder’s queries.

Core Responsibilities:

• Ensure work is prioritised and progressed effectively.
• Respond to emails from consumers, the travel industry, and third-party stakeholders promptly and accurately.
• Assist with maintaining up-to-date information on databases and systems and report on Key Performance Indicators and Service Levels
• Analyse and reconcile costs to the ATT and complete reports as required using excel.
• Support relationships with internal and external third-party stakeholder partners, ensuring the interests and requirements of both parties are understood in an environment of mutual respect and agreement.
• Assist in all aspects of the claims process outsourced to the CAA’s contracted claims processing agencies and support our call centre, including monitoring their performance against important metrics.
• Ensure appropriate judgement and strict policies are adhered to, in the processing of all categories of claims, within the parameters of the ATT Payment Policy.

As you continue to develop, the dedication to continuous personal and professional development will give you the opportunity to be involved in additional accountabilities which will build your knowledge and skills.

Depending on the size of an ATOL holder failure, you will assist the team processing the failure and play an active role in the Crisis Management repatriation and refund exercise. Supporting the team to address unique circumstances using judgement to balance the interests of the consumer and the ATT.

About You

Essential Criteria:

• Confidently able to communicate positively, assertively, and concisely, both in person and via letter and email.
• Able to confidently work and understand numerical data and log, report and analyse using excel.
• Collaborate with a wider team and confidently build internal and external relationships.
• Able to prioritise and organise work to enable prompt action to changing priorities.
• Work proactively and against often faced paced, changing, and tight deadlines.
• Can demonstrate diligence and coordinate with the team to ensure and maintain focus and accuracy.

• Confidently able to use a broad range Microsoft packages, including outlook, word, and excel, along with the willingness to learn and use new bespoke systems.
• Able to manage a variety of administrative tasks such as taking minutes and drafting responses and reports.
• Comfortable to be guided and given direction as well as using your own initiative to work autonomously with a high level of attention to detail.

Desirable Criteria:

• Knowledge of the travel industry and travel related regulations.
• Basic accounting knowledge

What Can We Offer You? The opportunity to work in a dynamic, demanding environment encompassing all aspects of the tour operator/travel industry. You will have the chance to expand and develop your ability to proactively contribute to achieving the departments goals.

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 you must have the right to work in the UK so that meaningful checks can be undertaken. For more information on BPSS clearance please visit - BPSS clearance

The CAA values high ethical standards and personal integrity among employees. If invited for interview you will be asked to complete a declaration of interest.

Relocation & Property - The CAA will be relocating from Aviation House, Our Gatwick/Crawley Office. We are currently working to understand our needs before we start our property search, which is expected to be within a 15mile radius of our current base, but we do not expect to move before 2028.

Inclusive Recruitment: We are enthusiastic 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.

As a member of the Disability Confident scheme, applicants who meet the minimum criteria for a role with us will be guaranteed an interview. We use fair and inclusive selection approaches to hire the best person for the job based on merit alone. If you require an adjustment for any reason, please let us know.

Working at the CAA: 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 offer a range of excellent benefits such as flexible working arrangements, 28 days annual leave, additional 5 days leave purchase scheme, a generous pension scheme and much more!

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

Closing Date: 30 November

Interview Date: From W/C 01 December, In person, Canary Wharf

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.

No Recruitment Agencies