Senior Customer Happiness & Consumer Protection Officer

Dubai Civil Aviation Authority; Dubai; On-site; AED 300,000 - 420,000; Full time

Job summary

Dubai Civil Aviation Authority is seeking a seasoned professional to support the Customer Happiness & Consumer Protection Section. You will handle complaints, inquiries, and NOC requests, conduct initial case assessments, and ensure accurate documentation to support timely processing.

Under supervision, you will verify compliance with aviation consumer regulations, coordinate with airlines and service providers, and assist in awareness initiatives.

Qualifications

• Diploma in Aviation Management, Aviation Law, Business Administration, Public Administration, Customer Experience Management, or a related field.
• Bachelor's Degree in Aviation Management, Aviation Law, Business Administration, Public Policy, Customer Experience, or a related discipline is preferred.
• Master's Degree in Aviation Law, Public Policy, Regulatory Affairs, Business Administration, or a related field is considered an advantage.
• Minimum of 8+ years of relevant experience with a Diploma; or 2+ years with a Bachelor's degree; or no previous experience required with a Master’s degree.
• Handling customer complaints or consumer protection cases within a regulated environment.
• Applying and interpreting regulatory or compliance frameworks.

Responsibilities

• Handle customers complaints, suggestions, and inquiries across channels and process service requests including NOC-related inquiries.
• Maintain accurate case documentation and conduct initial case assessments.
• Conduct routine compliance checks on airline responses and documentation for basic adherence to customer rights requirements.
• Provide customers with information about their rights and obligations under aviation consumer protection regulations.
• Coordinate with airlines, service providers, or regulatory authorities for case handling.

Skills

Customer service

Regulatory compliance

Investigation & root cause analysis

Data analysis

Stakeholder coordination

Education

Diploma in Aviation Management etc.

Bachelor's Degree in Aviation Management etc.

Master's Degree in Aviation Law/Policy/Regulatory Affairs

Job description

Dubai Civil Aviation Authority is seeking a seasoned professional to support the Customer Happiness & Consumer Protection Section. You will handle complaints, inquiries, and NOC requests, conduct initial case assessments, and ensure accurate documentation to support timely processing.

Under supervision, you will verify compliance with aviation consumer regulations, coordinate with airlines and service providers, and assist in awareness initiatives.