Consumer Policy and Enforcement Advisor

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Date: 8 Jul 2024

Location: London, GB

Company: Civil Aviation Authority

Salary: £28,119 up to £37,492 dependent upon experience

Contract Type: Permanent, Full-time

Security Level: CTC 


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 environment.


The Role


The Consumer Policy and Enforcement Team is responsible for delivering key aspects of the CAA’s Strategic Plan and its Consumer Strategy. These include ensuring routine compliance with consumer protection law in the aviation sector, empowering consumers to take full advantage of the competitive market and promoting improvements for consumers in vulnerable circumstances.  


The role of the Air Passenger Rights, Policy and Enforcement Adviser is to ensure that airlines meet their UK air passenger rights obligations and assist in the delivery of individual compliance and enforcement projects. The team focuses on Assimilated Regulation (EC) 261/2004 and wider consumer protection obligations, through the contribution of technical knowledge, experience, research, and analysis.


Please upload a cover letter describing your suitability for this role to support your application.


Core Accountabilities


  • Handle time critical issues when they arise; these can often be high profile and widely reported in the press. 
  • Juggle and prioritise simultaneous tasks and projects. 
  • Monitor complaints data, press and other forms of intelligence to identify potential breaches of consumer protection law and present recommendations to colleagues on next steps-based sound legal analysis and evidence of consumer harm.
  • Acquire and maintain a detailed understanding of the legal framework, including guidelines and rulings in courts, through independent research and study.
  • Develop and maintain effective relationships and partnerships with other CAA teams such as our lawyers and press officers so that the CAA has a joined-up approach.
  • Build and maintain effective partnerships with colleagues in industry, government, and other relevant enforcement bodies.
  • Respond to individual complaints, and letters from MPs addressed to senior CAA colleagues.
  • Work closely with the CAA’s press officers, helping them formulate statements and responses to press queries.
  • Help oversee the CAA’s two approved Alternative Dispute Resolution (ADR) bodies.


About You




  • Passionate about consumer issues with a genuine desire to improve their experiences and treatment. 
  • Curious, responsive, methodical self-starter with the ability to learn on the job.
  • Strong communication skills with the ability to explain technical issues clearly to a variety of stakeholders orally and in writing.
  • Graduate level educated or equivalent experience (for example acquired at an airline or other aviation organisation or in a consumer protection setting elsewhere).
  • Highly resilient with the ability to view things logically and with perspective.




  • Practical experience of working collaboratively with others across multi-disciplinary groups
  • Experience in developing an expert-level of knowledge, skills, and competency in a particular setting.
  • Ability to understand the behaviour of consumers and the practical realities of commercial airports, airlines, and other service providers.
  • Experience of drafting detailed written responses to customer complaints, and or enquiries.
  • Good IT skills, in particular MS Word and Excel.


What Can We Offer You?


This role sits within a team who is passionate about doing the right thing for the consumer. It offers a great opportunity for someone passionate about consumer protection to ensure that passenger rights are complied with by airlines and airports and to influence and drive forward policy thinking. This is an exciting time to join the team as the DfT and BEIS have undertaken consultations which look to increase the enforcement powers of the CAA around consumer rights.


 The role offers the opportunity to build relationships with internal and external stakeholders across the aviation industry.


 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. For this role this will need to be 3 years.


If you do not meet these requirements, we may not be able to accept your application.


For more information on CTC and SC clearance please visit - Vetting explained - GOV.UK (


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.


Inclusive Recruitment


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. 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 With Us 


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, 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!

Our Values

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

Closing Date: 29th July 2024

Interview Date: w/c 5th August 2024


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 please.


Job Segment: Compliance, Aerospace, Legal, Aviation, Customer Service, Research

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