Customer Quality and Compliance Coordinator - Fixed Term Contract (12 Months)

Emirates Airlines - Other locations; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A major air services provider in Dubai is seeking a Customer Quality and Compliance Coordinator to ensure effective administrative support for the Special Handling department. The role involves monitoring service charges, investigating complaints, and liaising with various teams within the aviation sector. Ideal candidates should have at least 4 years of operational or customer-facing experience in aviation and a strong understanding of ACAA and US DOT regulations. Attractive tax-free salary and benefits included.

Benefits

Attractive tax-free salary

Travel benefits

Discounts on flights and hotel stays

Qualifications

• 4 years of experience in an operational/customer facing role within aviation.
• Knowledge of ACAA Regulations.
• Experience with CAPA execution related to US DOT Regulations.

Responsibilities

• Monitor completion of Special Handling Services and charge notes.
• Conduct investigations of complaints and customer feedback.
• Coordinate with various teams regarding airline service charges.

Skills

Customer service skills

Investigation skills

Regulation knowledge

Computer literacy

Education

12 years of schooling or equivalent

Job description

Job Purpose

dnata Travel Group, represents the travel division of dnata, one of the world’s largest air and travel services providers. Consisting of more than 20 leading international travel brands, we are proud to serve our global customer base as a leading, award-winning travel services provider.

As a Customer Quality and Compliance Coordinator, you will be responsible to provide comprehensive administrative support for the Special Handling department (people, customer and asset management), and coordinate quality and compliance tasks related to customer airlines at DXB and DWC airport.

In this role, you will;

• Monitor completion of all Special Handling Services charge notes for monthly billing finalization to ensure all services rendered to airline customers are accordingly billed
• Manage airline service charges dispute and liaise with billing team
• Assist the Department Controller in coordinating with EK CASA, EKAS, and KAM in terms of customer requirements
• Suggests solutions to line in order to address the concern raised by customers
• Coordinate with Department Officers in operations in case of possible ACAA (Air Carrier Access Act) violations or any US DOT reportable cases for necessary action corrective/preventive actions
• Conduct timely and accurate investigation of complaints and customer feedback covered by US Department of Transport Regulation and feedbacks concerning other sectors logged through Salesforce.
• Assist the Department Controller in monitoring implementation of processes/ work instructions
• Ensure that necessary Read & Sign Documents are prepared and signed by all concerned
• Screening of Outsource employees to filter employees who are fit for the role
• Coordinate and liaise with Dubai Airports for fire evacuation exercises and Drills
• Daily review of incident reports and conduct investigations with relevant team to ensure all incidents are closed with CAPA (corrective and preventive actions).
• Organize departmental activities and venues
• Communicate/Coordinate with newly recruited employees and plan on job attachments
• Monitor training completion to avoid non-compliance
• Coordinate with Training & Development Team for on boarding process of new joiners
• Develop learning logs and support line managers with performance improvement plans for individuals
• Assist operational team with roster requirements and coordinate with Support Services after due consultation with Department Controller
• Monitor documents validity as per the IGOM standards
• Monitor proper functioning of VTMS installed in ambulifts
• Collect and manage the frequently used PPE stock and distribution to operations
• Maintain, monitor, and control the consumption and stocks of office supplies and stationery within the department

Qualification

To be considered for the role, you must meet the below requirements:

• 12 years of schooling or equivalent
• 4 years of experience working in an operational role / customer facing role within the aviation sector
• Demonstrated knowledge on Air Carrier Access Act -ACAA Regulations
• Exposure in handling investigations and execution of CAPA related to cases covered by US DOT Regulations
• Proficient understanding of US DOT/ACAA Rules & Regulations
• Proficient Computer Literacy Skills

Our services on the ground keep the world in the air. We’re one of the largest air services providers in the world, and you’ll find us in over 80 countries offering expertise in ground handling, cargo, travel and flight catering. We’re growing fast, and we’re looking for people with imagination and creativity to join our team of more than 40,000 people. We want potential stars to help us deliver on the promises our customers make. Be a part of our success story - if you want to join us, visit dnata.com/careers to apply.

Salary & benefits

Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world. Find out what it’s like to live and work in our fast-paced, cosmopolitan home city in the Dubai Lifestyle section of our website www.emirates.com/careers