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Crisis Management Officer

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Date: 24-Nov-2021

Location: London, GB

Company: Civil Aviation Authority

Salary: £21,102 up to £25,000 pa

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


To provide financial protection to consumers affected by an ATOL holder failure in the form of repatriation, a replacement booking or a refund, as appropriate.  This involves agreeing and authorising payments to holiday service suppliers, various third parties and consumers and collaborating closely with Claims Handling Agencies. 


The work entails pursuit of two of the CAA’s strategic objectives:

  • To improve choice and value for aviation consumers now and in the future by promoting competitive markets, contributing to consumers’ ability to make informed decisions and protecting them where appropriate.
  • To ensure that the CAA is an efficient and effective organisation that meets Better Regulation principles and provides value for money.


Core Accountabilities:


  • Take ownership for organising and continually re-prioritising own workload and, where appropriate, the workload of those reporting to so that work is effectively moved forward and any target or associated deadline is met.


  • Build and maintain relationships with stakeholders to ensure that the interests or requirements of both parties are understood in an environment of mutual respect and cooperation.


  • Prepare and/or present reports for managers with recommendations or solutions and the rationale for these.  This may include decisions on the grant or variation of licences or permits, compliance issues, potential business or financial risks, proposals for regulatory or other remedial action or complex matters arising from the failure of an ATOL holder or airline.


  • Communicate policies, and how they impact upon decisions taken, to stakeholders both verbally and in writing, and provide clarification and explanation on more complex issues.  Attend meetings with stakeholders to provide guidance, education or discuss decisions.  On occasion, chair straightforward meetings.


  • Contribute to the delivery of CMG or CAA goals, for example: by assisting with projects or providing support for committees by taking minutes, agreeing agendas with Chairpersons, collecting and circulating papers or monitoring the completion of action points.


  • Depending on the size of an ATOL holder failure, the post holder will manage the failure or play an active role.   This will often involve a repatriation exercise or the provision of the holiday to consumers (we refer to this as fulfillment).    The post holder will be required to make timely decisions to address unique circumstances in all aspects of work, for example determining appropriate rates with suppliers to secure holiday services.  This involves judgement and the ability to balance the interests of the consumer against the parameters of the ATT Payment Policy.


  • Manage all aspects of claims and bookings outsourced to Claims Agencies and Fulfilment Partners.   This includes monitoring and overseeing their performance against KPIs, adherence to prevailing procedures, policies and regulations.  Where anomalies are spotted, the post holder escalates them.


  • Analyse and reconcile failure expenditure and complete Estimated Expenditure Reports forecasting the associated costs of individual ATOL holder failures. 


  • Exercise appropriate judgment in authorising/agreeing all categories of claims and payments to suppliers within the parameters of the ATT Payment Policy.


About You


  • Good analytical, numerical and drafting skills;
  • Good communication and influencing skills and the ability to carry conviction with external stakeholders;
  • The ability to manage their own workload and that of any staff effectively and maintain quality and accuracy under pressure;
  • Self-reliance and ability to take initiative, but be able to identify when to refer to others;
  • A good understanding of the air travel industry; and,
  • The ability to remain calm and focused in a crisis
  • Good IT skills in the use of common CAA applications (e.g. Outlook, Word, Excel and PowerPoint) and the ability to learn and utilise bespoke systems for the post concerned.


An understanding of the following will be required to perform the job effectively, although it may be learned in post:

Travel related regulations, in particular the ATOL and Air Travel Trust Regulations and the Package Travel Regulations and the Official Record Series 3. 


The post holder will also need to acquire an in depth knowledge of the ATT Payment Policy.


Additional Information

Given the impact of Covid-19, it’s likely that you will work remotely to begin with as we plan for a return to work within the government guidelines.


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


Many appointments within the CAA require access to operationally sensitive infrastructure and/or Nationally Protected information. For these roles the post holder 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 will not be able to accept your application. For more information please visit - Vetting explained - GOV.UK (www.gov.uk)


Closing Date: 8th December

Interview Date: Wc 13th December


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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