Aviation Business Affairs & Consumer Protection Officer

Dubai Civil Aviation Authority; Dubai; On-site; AED 60,000 - 80,000; Full time

Job summary

A Government Authority in Dubai is seeking a candidate to manage No Objection Certificates and handle consumer complaints. This role involves liaising with various governmental organizations and ensuring compliance with aviation regulations. The ideal candidate will have a relevant degree and strong customer service skills. Experience in similar roles is preferred. This position is based in Dubai and offers opportunities for professional development.

Qualifications

• 0-2 years experience in customer service and handling complaints.
• Knowledge of UAE Civil Aviation Law is preferred.
• Certification in Civil Aviation Operations or Basic Law is an asset.

Responsibilities

• Analyse and approve NOC requests and communicate with other sections.
• Conduct audits and inspections to ensure compliance with regulations.
• Handle consumer complaints efficiently via multiple channels.
• Maintain regular communication with stakeholders and document interactions.

Skills

Customer service

Communication

Complaint handling

Database management

Education

Bachelor’s degree in Aviation or Business Administration

Higher Diploma

Job description

Role Purpose:

Apply the rules and regulations of UAE Civil Aviation Law and Dubai Civil Aviation Authority law on all NOC (No Objection Certificates) related business activities within the emirate of Dubai, including Free Zones. To handle day to day aviation consumer complaints under the direct supervision of the Head of Aviation Business Affairs and Consumer Protection Section.

Key Responsibilities/Duties:

1. No Objection Certificates: Analyse and approve the online requests for NOC requests and communicate, if necessary, with other sections and departments to verify different requirements.
2. Audits/inspections: Conduct regular inspections and audits to identify violations of DCAA regulatory standards and policies. Issue violations and corrective action notices to non-compliant individuals or entities.
3. Liaising: Coordinate with Dubai Tourism Department, Dubai Economic Department, General Civil Aviation Authority, Free Zone Authorities, Dubai Airports, Airport Companies, Aviation City, Airlines, and other relevant Government Departments, Dubai Courts, and Dubai Police to facilitate support and maintain effective communication as required.
4. Database Management: Maintain electronic filing systems for rules, regulations, and procedures, NOC Approvals, Inspections/Audits performed, actions and corrective measures taken, ensuring easy access, and referencing.
5. Review & handle consumer complaints/suggestions via email/phone and online system promptly and efficiently.
6. Communication: Maintain regular communication with both internal and external stakeholders, documenting interactions.
7. Awareness: Aid in organizing campaigns to raise awareness about consumer protection and aviation activities. (consumers, business owners, general public).
8. Surveys: Support in conducting annual surveys to assess service levels and identify areas for improvement.
9. Reporting: Assist in preparing weekly and annual reports related to consumer complaints and aviation business activities.
10. Perform any job-related activities as requested by the Head of Section.
11. Ensure compliance with non-disclosure and confidentiality agreements, as well as DCAA security policies, to safeguard both government and DCAA confidential information. Address and rectify any ISR audit findings, promptly report security incidents, and engage in ongoing security awareness training to prevent unauthorized access or disclosure.

Academic Qualifications:

• Higher Diploma
• Bachelor’s degree or Higher Diploma in Aviation or Business Administration is preferred.

Certifications:

• Civil Aviation Operation
• Basic Civil Aviation Law

Professional Experience:

• At least (0 - 2) years - Customer service and customer complaints and Inspections.