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Manager ATOL Crisis Management

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Date: 05-Aug-2022

Location: London, GB

Company: Civil Aviation Authority

Salary: £40,735 up to £60,000 dependent upon experience

Contract Type: Permanent


We are the UK's aviation regulator and are 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 financial protection of consumers who have been affected by the failure of an ATOL holder and the CAA’s ability to provide an effective and efficient response is a crucial part in maintaining consumer confidence in the ATOL scheme, as well as the CAA’s reputation.


The purpose of the post holder is to manage the Crisis Management Team so that it responds effectively and efficiently to a failure and protects consumers who are abroad and due to travel; ensuring all business systems and arrangements both internal and with external agencies, cover all aspects of repatriation, fulfilment, claims and call handling, that meet CMG’s risk and contingency planning needs, while achieving the best balance between effectiveness and cost.


The post holder will be required to support the wider ATOL team, collaborating with and deputising for other Managers to ensure cross-team goals in ATOL are achieved,


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 provides a good service and value for money.
  • It also helps to mitigate adverse consequences on the CAA and ATT by ensuring a high standard of service to consumers and quality assurance on the handling of consumer claims and refunds.


If you're someone who draws inspiration and motivation from working in direct support of the consumer, then the role of ATOL Crisis Manager is an outstanding opportunity. You will play a pivotal role in protecting the public by leading on repatriation efforts as well as ensure that consumers are compensated.


The role may encompass some travel to contracted suppliers, which of course can be expensed, and some unsociable hours on occasions for which you will be numerated.


About You


The post holder must have an understanding of the following and is required to perform the job fully effectively, although some may be learned in post:

  • A comprehensive understanding of the UK travel industry legislation, particularly the ATOL and ATT regulations and policies;
  • Breadth and depth of knowledge and expertise on the extensive business models and systems of the travel industry, gained operationally;


The post holder should have the following skills:

  • Highly numerate with a strong analytical ability;
  • Strong communication and influencing skills and the ability to carry conviction with external parties to the highest level;
  • Ability to instigate, progress and complete projects with minimal supervision whilst providing progress reports and incorporating feedback from senior manages. Ability to efficiently manage the contributions of others in order to meet timescales.
  • Ability to think creatively and to develop new methods to tackle the new issues being raised by a dynamic and developing industry.


The post holder will normally be educated to degree level, or possess have equivalent in role experience and qualifications.


The post holder will have held a senior role within the travel industry and should be


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 (


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

Closing Date: 19/08/2022

Interview Date: w/c 29/08/2022


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.




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