Dubai Civil Aviation Authority
Customer Happiness and Consumer Protection Senior Officer
Job description
Nationality: UAE Only
Job field: Sales and Customer Service
%3Cp class=%22MsoBodyText3%22 style=%22text-align%5C:left;%22 align=%22left%22%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan lang=%22EN-GB%22%3E%3Cstrong%3ERole Purpose%5C:%3C/strong%3E%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoBodyText3%22 style=%22text-align%5C:justify;%22%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan style=%22font-weight%5C:normal;mso-bidi-font-weight%5C:bold;%22 lang=%22EN-GB%22%3ETo support the day-to-day operations of the Customer Happiness %26amp; Consumer Protection Section by handling %3C/span%3E%3Cspan style=%22font-weight%5C:normal;mso-ansi-language%5C:#4C09;mso-bidi-font-weight%5C:bold;%22%3Ecustomers’ %3C/span%3E%3Cspan style=%22font-weight%5C:normal;mso-bidi-font-weight%5C:bold;%22 lang=%22EN-GB%22%3Ecomplaints, suggestions, and inquiries through all available service channels, processing customer service requests and NOCs, conducting initial case assessments, maintaining accurate case documentation, and assisting in routine compliance checks against applicable consumer protection regulations. This role contributes to timely and accurate case processing under the guidance of the Specialist and Section Head, ensuring consistent and responsive service experience for all customers.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoBodyText3%22 style=%22text-align%5C:justify;%22%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan lang=%22EN-GB%22%3E%3Cstrong%3EKey Responsibilities/Duties%5C:%3C/strong%3E%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22 style=%22line-height%5C:normal;margin-left%5C:18.0pt;mso-list%5C:l0 level1 lfo1;mso-margin-bottom-alt%5C:auto;mso-margin-top-alt%5C:auto;tab-stops%5C:list 18.0pt;text-align%5C:justify;text-indent%5C:-18.0pt;%22%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan style=%22mso-fareast-font-family%5C:Dubai;mso-list%5C:Ignore;%22%3E%3Cstrong%3E1.%3C/strong%3E%3C/span%3E%3Cspan style=%22font%5C:7.0pt %26quot;Times New Roman%26quot;;mso-fareast-font-family%5C:Dubai;mso-list%5C:Ignore;%22%3E%3Cstrong%3E%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp; %3C/strong%3E%3C/span%3E%3Cstrong%3EComplaint %26amp; Inquiry Intake and Initial Handling%3C/strong%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22 style=%22mso-margin-bottom-alt%5C:auto;mso-margin-top-alt%5C:auto;text-align%5C:justify;%22%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan style=%22line-height%5C:115%;%22%3EReceive and process customers’ complaints, suggestions, and inquiries submitted through all available service channels including phone, in-person, and digital platforms. Handle customer service requests from individuals, companies, and government and private sector entities, including NOC-related inquiries and requests, ensuring these are processed accurately and directed to the appropriate handler. Conduct initial case assessments to determine the nature and category of each case, ensure accurate entry into DCAA systems, and route cases to the appropriate handler in accordance with established procedures. Provide customers with acknowledgement of receipts and basic information regarding next steps.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22 style=%22line-height%5C:normal;margin-left%5C:18.0pt;mso-list%5C:l0 level1 lfo1;mso-margin-bottom-alt%5C:auto;mso-margin-top-alt%5C:auto;tab-stops%5C:list 18.0pt;text-align%5C:justify;text-indent%5C:-18.0pt;%22%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan style=%22mso-fareast-font-family%5C:Dubai;mso-list%5C:Ignore;%22%3E%3Cstrong%3E2.%3C/strong%3E%3C/span%3E%3Cspan style=%22font%5C:7.0pt %26quot;Times New Roman%26quot;;mso-fareast-font-family%5C:Dubai;mso-list%5C:Ignore;%22%3E%3Cstrong%3E%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp; %3C/strong%3E%3C/span%3E%3Cstrong%3ECase Documentation %26amp; Record Management%3C/strong%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22 style=%22mso-margin-bottom-alt%5C:auto;mso-margin-top-alt%5C:auto;text-align%5C:justify;%22%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan style=%22line-height%5C:115%;%22%3EEnsure all cases handled are fully and accurately documented within DCAA%27s case management systems, including all relevant correspondence, supporting documents, airline responses, and resolution actions. Maintain case files in accordance with DCAA%27s record-keeping and confidentiality requirements, and ensure data is kept current throughout the case lifecycle.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22 style=%22line-height%5C:normal;margin-left%5C:18.0pt;mso-list%5C:l0 level1 lfo1;mso-margin-bottom-alt%5C:auto;mso-margin-top-alt%5C:auto;tab-stops%5C:list 18.0pt;text-align%5C:justify;text-indent%5C:-18.0pt;%22%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan style=%22mso-fareast-font-family%5C:Dubai;mso-list%5C:Ignore;%22%3E%3Cstrong%3E3.%3C/strong%3E%3C/span%3E%3Cspan style=%22font%5C:7.0pt %26quot;Times New Roman%26quot;;mso-fareast-font-family%5C:Dubai;mso-list%5C:Ignore;%22%3E%3Cstrong%3E%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp; %3C/strong%3E%3C/span%3E%3Cstrong%3ERoutine Compliance Verification%3C/strong%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22 style=%22mso-margin-bottom-alt%5C:auto;mso-margin-top-alt%5C:auto;text-align%5C:justify;%22%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan style=%22line-height%5C:115%;%22%3EConduct routine checks on airline responses and submitted documentation to verify basic adherence to applicable customers’ rights requirements and DCAA service standards. Record observations accurately and refer cases showing indicators of non-compliance or requiring deeper assessment to the Specialist for review. Where cases require internal coordination, liaise with the relevant DCAA sections under the direction of the Specialist to ensure complete and accurate case handling.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22 style=%22line-height%5C:normal;margin-left%5C:18.0pt;mso-list%5C:l0 level1 lfo1;mso-margin-bottom-alt%5C:auto;mso-margin-top-alt%5C:auto;tab-stops%5C:list 18.0pt;text-align%5C:justify;text-indent%5C:-18.0pt;%22%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan style=%22mso-fareast-font-family%5C:Dubai;mso-list%5C:Ignore;%22%3E%3Cstrong%3E4.%3C/strong%3E%3C/span%3E%3Cspan style=%22font%5C:7.0pt %26quot;Times New Roman%26quot;;mso-fareast-font-family%5C:Dubai;mso-list%5C:Ignore;%22%3E%3Cstrong%3E%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp; %3C/strong%3E%3C/span%3E%3Cstrong%3ECustomer Information %26amp; Guidance%3C/strong%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22 style=%22mso-margin-bottom-alt%5C:auto;mso-margin-top-alt%5C:auto;text-align%5C:justify;%22%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan style=%22line-height%5C:115%;%22%3EProvide customers with accurate information about their rights and obligations under applicable aviation consumer protection regulations through all available service channels. Guide walk-in visitors and callers to the appropriate organizational unit or service channel when their inquiry falls outside the section%27s direct handling scope. Support customers in understanding the requirements and processes for obtaining DCAA approvals and facilitate their access to the relevant service or department.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22 style=%22line-height%5C:normal;margin-left%5C:18.0pt;mso-list%5C:l0 level1 lfo1;mso-margin-bottom-alt%5C:auto;mso-margin-top-alt%5C:auto;tab-stops%5C:list 18.0pt;text-align%5C:justify;text-indent%5C:-18.0pt;%22%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan style=%22mso-fareast-font-family%5C:Dubai;mso-list%5C:Ignore;%22%3E%3Cstrong%3E5.%3C/strong%3E%3C/span%3E%3Cspan style=%22font%5C:7.0pt %26quot;Times New Roman%26quot;;mso-fareast-font-family%5C:Dubai;mso-list%5C:Ignore;%22%3E%3Cstrong%3E%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp; %3C/strong%3E%3C/span%3E%3Cstrong%3ESLA %26amp; Timeline Tracking%3C/strong%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22 style=%22mso-margin-bottom-alt%5C:auto;mso-margin-top-alt%5C:auto;text-align%5C:justify;%22%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan style=%22line-height%5C:115%;%22%3ETrack assigned case resolution timelines against established SLA requirements, flag cases approaching or exceeding deadlines to the Specialist, and maintain up-to-date status records to support the section%27s overall performance monitoring.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22 style=%22line-height%5C:normal;margin-left%5C:18.0pt;mso-list%5C:l0 level1 lfo1;mso-margin-bottom-alt%5C:auto;mso-margin-top-alt%5C:auto;tab-stops%5C:list 18.0pt;text-align%5C:justify;text-indent%5C:-18.0pt;%22%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan style=%22mso-fareast-font-family%5C:Dubai;mso-list%5C:Ignore;%22%3E%3Cstrong%3E6.%3C/strong%3E%3C/span%3E%3Cspan style=%22font%5C:7.0pt %26quot;Times New Roman%26quot;;mso-fareast-font-family%5C:Dubai;mso-list%5C:Ignore;%22%3E%3Cstrong%3E%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp; %3C/strong%3E%3C/span%3E%3Cstrong%3EData Entry %26amp; Reporting Support%3C/strong%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22 style=%22mso-margin-bottom-alt%5C:auto;mso-margin-top-alt%5C:auto;text-align%5C:justify;%22%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan style=%22line-height%5C:115%;%22%3ECompile and organise case data, complaint statistics, and resolution records to support the Specialist%27s preparation of periodic performance reports and dashboards. Ensure all inputs are accurate, complete, and formatted in accordance with reporting templates.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22 style=%22line-height%5C:normal;margin-left%5C:18.0pt;mso-list%5C:l0 level1 lfo1;mso-margin-bottom-alt%5C:auto;mso-margin-top-alt%5C:auto;tab-stops%5C:list 18.0pt;text-align%5C:justify;text-indent%5C:-18.0pt;%22%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan style=%22mso-fareast-font-family%5C:Dubai;mso-list%5C:Ignore;%22%3E%3Cstrong%3E7.%3C/strong%3E%3C/span%3E%3Cspan style=%22font%5C:7.0pt %26quot;Times New Roman%26quot;;mso-fareast-font-family%5C:Dubai;mso-list%5C:Ignore;%22%3E%3Cstrong%3E%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp; %3C/strong%3E%3C/span%3E%3Cstrong%3EOperational Coordination for Case Handling%3C/strong%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22 style=%22mso-margin-bottom-alt%5C:auto;mso-margin-top-alt%5C:auto;text-align%5C:justify;%22%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan style=%22line-height%5C:115%;%22%3ECoordinate with airlines and service providers at the transactional level — following up on outstanding responses, confirming document receipt, and obtaining routine case-specific information under the direction of the Departments’ Director.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22 style=%22line-height%5C:normal;margin-left%5C:18.0pt;mso-list%5C:l0 level1 lfo1;mso-margin-bottom-alt%5C:auto;mso-margin-top-alt%5C:auto;tab-stops%5C:list 18.0pt;text-align%5C:justify;text-indent%5C:-18.0pt;%22%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan style=%22mso-fareast-font-family%5C:Dubai;mso-list%5C:Ignore;%22%3E%3Cstrong%3E8.%3C/strong%3E%3C/span%3E%3Cspan style=%22font%5C:7.0pt %26quot;Times New Roman%26quot;;mso-fareast-font-family%5C:Dubai;mso-list%5C:Ignore;%22%3E%3Cstrong%3E%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp; %3C/strong%3E%3C/span%3E%3Cstrong%3EConsumer Awareness Support%3C/strong%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22 style=%22mso-margin-bottom-alt%5C:auto;mso-margin-top-alt%5C:auto;text-align%5C:justify;%22%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan style=%22line-height%5C:115%;%22%3ESupport the delivery of consumer rights awareness activities and information dissemination initiatives, including maintaining up-to-date informational materials and assisting in outreach efforts directed at customers and aviation service users.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22 style=%22line-height%5C:normal;margin-left%5C:18.0pt;mso-list%5C:l0 level1 lfo1;mso-margin-bottom-alt%5C:auto;mso-margin-top-alt%5C:auto;tab-stops%5C:list 18.0pt;text-align%5C:justify;text-indent%5C:-18.0pt;%22%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan style=%22mso-fareast-font-family%5C:Dubai;mso-list%5C:Ignore;%22%3E%3Cstrong%3E9.%3C/strong%3E%3C/span%3E%3Cspan style=%22font%5C:7.0pt %26quot;Times New Roman%26quot;;mso-fareast-font-family%5C:Dubai;mso-list%5C:Ignore;%22%3E%3Cstrong%3E%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp; %3C/strong%3E%3C/span%3E%3Cstrong%3EProcess Observation %26amp; Improvement Input%3C/strong%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22 style=%22mso-margin-bottom-alt%5C:auto;mso-margin-top-alt%5C:auto;text-align%5C:justify;%22%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan style=%22line-height%5C:115%;%22%3EObserve operational patterns in day-to-day case handling and share practical observations with the Specialist regarding recurring issues, process bottlenecks, or gaps that may warrant attention contributing to the section%27s continuous improvement efforts from the front-line perspective.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22 style=%22line-height%5C:normal;margin-left%5C:18.0pt;mso-list%5C:l0 level1 lfo1;mso-margin-bottom-alt%5C:auto;mso-margin-top-alt%5C:auto;tab-stops%5C:list 18.0pt;text-align%5C:justify;text-indent%5C:-18.0pt;%22%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan style=%22mso-fareast-font-family%5C:Dubai;mso-list%5C:Ignore;%22%3E%3Cstrong%3E10.%3C/strong%3E%3C/span%3E%3Cspan style=%22font%5C:7.0pt %26quot;Times New Roman%26quot;;mso-fareast-font-family%5C:Dubai;mso-list%5C:Ignore;%22%3E%3Cstrong%3E%26nbsp;%26nbsp; %3C/strong%3E%3C/span%3E%3Cstrong%3EOther Duties%3C/strong%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22 style=%22mso-margin-bottom-alt%5C:auto;mso-margin-top-alt%5C:auto;text-align%5C:justify;%22%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan style=%22line-height%5C:115%;%22%3EPerforms other tasks assigned by the Director and Top Management that are consistent with the section%27s mandate and Head of Section operational responsibilities.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22 style=%22mso-margin-bottom-alt%5C:auto;mso-margin-top-alt%5C:auto;text-align%5C:justify;%22%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cb style=%22mso-bidi-font-weight%5C:normal;%22%3E%3Cspan style=%22line-height%5C:115%;%22%3E%3Cstrong%3EAcademic Qualifications%5C:%3C/strong%3E%3C/span%3E%3C/b%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoListParagraphCxSpFirst%22 style=%22line-height%5C:normal;margin%5C:2.0pt 0cm 2.0pt 37.45pt;mso-add-space%5C:auto;mso-list%5C:l0 level1 lfo1;mso-pagination%5C:none;text-align%5C:justify;text-indent%5C:-18.0pt;%22%3E%3Cspan style=%22font-family%5C:Symbol;font-size%5C:11.0pt;%22%3E%3Cspan style=%22mso-ansi-language%5C:EN-GB;mso-bidi-font-family%5C:Symbol;mso-fareast-font-family%5C:Symbol;mso-list%5C:Ignore;%22 lang=%22EN-GB%22%3E·%3C/span%3E%3Cspan style=%22font%5C:7.0pt %26quot;Times New Roman%26quot;;mso-ansi-language%5C:EN-GB;mso-bidi-font-family%5C:Symbol;mso-fareast-font-family%5C:Symbol;mso-list%5C:Ignore;%22 lang=%22EN-GB%22%3E%26nbsp;%26nbsp;%26nbsp; %3C/span%3E%3C/span%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan style=%22mso-ansi-language%5C:EN-GB;%22 lang=%22EN-GB%22%3EDiploma in Aviation Management, Aviation Law, Business Administration, Public Administration, Customer Experience Management, or a related field from a recognized institution.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoListParagraphCxSpMiddle%22 style=%22line-height%5C:normal;margin%5C:2.0pt 0cm 2.0pt 37.45pt;mso-add-space%5C:auto;mso-list%5C:l0 level1 lfo1;mso-pagination%5C:none;text-align%5C:justify;text-indent%5C:-18.0pt;%22%3E%3Cspan style=%22font-family%5C:Symbol;font-size%5C:11.0pt;%22%3E%3Cspan style=%22mso-ansi-language%5C:EN-GB;mso-bidi-font-family%5C:Symbol;mso-fareast-font-family%5C:Symbol;mso-list%5C:Ignore;%22 lang=%22EN-GB%22%3E·%3C/span%3E%3Cspan style=%22font%5C:7.0pt %26quot;Times New Roman%26quot;;mso-ansi-language%5C:EN-GB;mso-bidi-font-family%5C:Symbol;mso-fareast-font-family%5C:Symbol;mso-list%5C:Ignore;%22 lang=%22EN-GB%22%3E%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp; %3C/span%3E%3C/span%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan style=%22mso-ansi-language%5C:EN-GB;%22 lang=%22EN-GB%22%3EBachelor’s Degree in Aviation Management, Aviation Law, Business Administration, Public Policy, Customer Experience, or a related discipline is preferred.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoListParagraphCxSpLast%22 style=%22line-height%5C:normal;margin%5C:2.0pt 0cm 2.0pt 37.45pt;mso-add-space%5C:auto;mso-list%5C:l0 level1 lfo1;mso-pagination%5C:none;text-align%5C:justify;text-indent%5C:-18.0pt;%22%3E%3Cspan style=%22font-family%5C:Symbol;font-size%5C:11.0pt;%22%3E%3Cspan style=%22mso-ansi-language%5C:EN-GB;mso-bidi-font-family%5C:Symbol;mso-fareast-font-family%5C:Symbol;mso-list%5C:Ignore;%22 lang=%22EN-GB%22%3E·%3C/span%3E%3Cspan style=%22font%5C:7.0pt %26quot;Times New Roman%26quot;;mso-ansi-language%5C:EN-GB;mso-bidi-font-family%5C:Symbol;mso-fareast-font-family%5C:Symbol;mso-list%5C:Ignore;%22 lang=%22EN-GB%22%3E%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp; %3C/span%3E%3C/span%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan style=%22mso-ansi-language%5C:EN-GB;%22 lang=%22EN-GB%22%3EMaster’s Degree in Aviation Law, Public Policy, Regulatory Affairs, Business Administration, or a related field is considered an advantage.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22 style=%22line-height%5C:normal;margin%5C:2.0pt 0cm;mso-pagination%5C:none;text-align%5C:justify;%22%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cb style=%22mso-bidi-font-weight%5C:normal;%22%3E%3Cstrong%3E%26nbsp; %26nbsp; %26nbsp; Certifications%5C:%3C/strong%3E%3C/b%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoListParagraphCxSpFirst%22 style=%22line-height%5C:normal;margin%5C:2.0pt 0cm 2.0pt 37.45pt;mso-add-space%5C:auto;mso-list%5C:l1 level1 lfo2;mso-pagination%5C:none;text-align%5C:justify;text-indent%5C:-18.0pt;%22%3E%3Cspan style=%22font-family%5C:Symbol;font-size%5C:11.0pt;%22%3E%3Cspan style=%22mso-ansi-language%5C:EN-GB;mso-bidi-font-family%5C:Symbol;mso-fareast-font-family%5C:Symbol;mso-list%5C:Ignore;%22 lang=%22EN-GB%22%3E·%3C/span%3E%3Cspan style=%22font%5C:7.0pt %26quot;Times New Roman%26quot;;mso-ansi-language%5C:EN-GB;mso-bidi-font-family%5C:Symbol;mso-fareast-font-family%5C:Symbol;mso-list%5C:Ignore;%22 lang=%22EN-GB%22%3E%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp; %3C/span%3E%3C/span%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan style=%22mso-ansi-language%5C:EN-GB;%22 lang=%22EN-GB%22%3EAviation consumer protection regulations or aviation law%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoListParagraphCxSpMiddle%22 style=%22line-height%5C:normal;margin%5C:2.0pt 0cm 2.0pt 37.45pt;mso-add-space%5C:auto;mso-list%5C:l1 level1 lfo2;mso-pagination%5C:none;tab-stops%5C:list 36.0pt;text-align%5C:justify;text-indent%5C:-18.0pt;%22%3E%3Cspan style=%22font-family%5C:Symbol;font-size%5C:11.0pt;%22%3E%3Cspan style=%22mso-ansi-language%5C:EN-GB;mso-bidi-font-family%5C:Symbol;mso-fareast-font-family%5C:Symbol;mso-list%5C:Ignore;%22 lang=%22EN-GB%22%3E·%3C/span%3E%3Cspan style=%22font%5C:7.0pt %26quot;Times New Roman%26quot;;mso-ansi-language%5C:EN-GB;mso-bidi-font-family%5C:Symbol;mso-fareast-font-family%5C:Symbol;mso-list%5C:Ignore;%22 lang=%22EN-GB%22%3E%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp; %3C/span%3E%3C/span%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan style=%22mso-ansi-language%5C:EN-GB;%22 lang=%22EN-GB%22%3EICAO and IATA regulatory frameworks related to %3C/span%3Ecustomers %3Cspan style=%22mso-ansi-language%5C:EN-GB;%22 lang=%22EN-GB%22%3Erights%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoListParagraphCxSpMiddle%22 style=%22line-height%5C:normal;margin%5C:2.0pt 0cm 2.0pt 37.45pt;mso-add-space%5C:auto;mso-list%5C:l1 level1 lfo2;mso-pagination%5C:none;tab-stops%5C:list 36.0pt;text-align%5C:justify;text-indent%5C:-18.0pt;%22%3E%3Cspan style=%22font-family%5C:Symbol;font-size%5C:11.0pt;%22%3E%3Cspan style=%22mso-ansi-language%5C:EN-GB;mso-bidi-font-family%5C:Symbol;mso-fareast-font-family%5C:Symbol;mso-list%5C:Ignore;%22 lang=%22EN-GB%22%3E·%3C/span%3E%3Cspan style=%22font%5C:7.0pt %26quot;Times New Roman%26quot;;mso-ansi-language%5C:EN-GB;mso-bidi-font-family%5C:Symbol;mso-fareast-font-family%5C:Symbol;mso-list%5C:Ignore;%22 lang=%22EN-GB%22%3E%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp; %3C/span%3E%3C/span%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan style=%22mso-ansi-language%5C:EN-GB;%22 lang=%22EN-GB%22%3ECompliance management or regulatory enforcement%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoListParagraphCxSpMiddle%22 style=%22line-height%5C:normal;margin%5C:2.0pt 0cm 2.0pt 37.45pt;mso-add-space%5C:auto;mso-list%5C:l1 level1 lfo2;mso-pagination%5C:none;tab-stops%5C:list 36.0pt;text-align%5C:justify;text-indent%5C:-18.0pt;%22%3E%3Cspan style=%22font-family%5C:Symbol;font-size%5C:11.0pt;%22%3E%3Cspan style=%22mso-ansi-language%5C:EN-GB;mso-bidi-font-family%5C:Symbol;mso-fareast-font-family%5C:Symbol;mso-list%5C:Ignore;%22 lang=%22EN-GB%22%3E·%3C/span%3E%3Cspan style=%22font%5C:7.0pt %26quot;Times New Roman%26quot;;mso-ansi-language%5C:EN-GB;mso-bidi-font-family%5C:Symbol;mso-fareast-font-family%5C:Symbol;mso-list%5C:Ignore;%22 lang=%22EN-GB%22%3E%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp; %3C/span%3E%3C/span%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan style=%22mso-ansi-language%5C:EN-GB;%22 lang=%22EN-GB%22%3EComplaint investigation and dispute resolution%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoListParagraphCxSpMiddle%22 style=%22line-height%5C:normal;margin%5C:2.0pt 0cm 2.0pt 37.45pt;mso-add-space%5C:auto;mso-list%5C:l1 level1 lfo2;mso-pagination%5C:none;tab-stops%5C:list 36.0pt;text-align%5C:justify;text-indent%5C:-18.0pt;%22%3E%3Cspan style=%22font-family%5C:Symbol;font-size%5C:11.0pt;%22%3E%3Cspan style=%22mso-ansi-language%5C:EN-GB;mso-bidi-font-family%5C:Symbol;mso-fareast-font-family%5C:Symbol;mso-list%5C:Ignore;%22 lang=%22EN-GB%22%3E·%3C/span%3E%3Cspan style=%22font%5C:7.0pt %26quot;Times New Roman%26quot;;mso-ansi-language%5C:EN-GB;mso-bidi-font-family%5C:Symbol;mso-fareast-font-family%5C:Symbol;mso-list%5C:Ignore;%22 lang=%22EN-GB%22%3E%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp; %3C/span%3E%3C/span%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan style=%22mso-ansi-language%5C:EN-GB;%22 lang=%22EN-GB%22%3ECustomer experience management or service quality frameworks%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoListParagraphCxSpMiddle%22 style=%22line-height%5C:normal;margin%5C:2.0pt 0cm 2.0pt 37.45pt;mso-add-space%5C:auto;mso-list%5C:l1 level1 lfo2;mso-pagination%5C:none;tab-stops%5C:list 36.0pt;text-align%5C:justify;text-indent%5C:-18.0pt;%22%3E%3Cspan style=%22font-family%5C:Symbol;font-size%5C:11.0pt;%22%3E%3Cspan style=%22mso-ansi-language%5C:EN-GB;mso-bidi-font-family%5C:Symbol;mso-fareast-font-family%5C:Symbol;mso-list%5C:Ignore;%22 lang=%22EN-GB%22%3E·%3C/span%3E%3Cspan style=%22font%5C:7.0pt %26quot;Times New Roman%26quot;;mso-ansi-language%5C:EN-GB;mso-bidi-font-family%5C:Symbol;mso-fareast-font-family%5C:Symbol;mso-list%5C:Ignore;%22 lang=%22EN-GB%22%3E%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp; %3C/span%3E%3C/span%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan style=%22mso-ansi-language%5C:EN-GB;%22 lang=%22EN-GB%22%3EData analysis and reporting tools%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoListParagraphCxSpLast%22 style=%22line-height%5C:normal;margin%5C:2.0pt 0cm 2.0pt 37.45pt;mso-add-space%5C:auto;mso-list%5C:l1 level1 lfo2;mso-pagination%5C:none;text-align%5C:justify;text-indent%5C:-18.0pt;%22%3E%3Cspan style=%22font-family%5C:Symbol;font-size%5C:11.0pt;%22%3E%3Cspan style=%22mso-ansi-language%5C:EN-GB;mso-bidi-font-family%5C:Symbol;mso-fareast-font-family%5C:Symbol;mso-list%5C:Ignore;%22 lang=%22EN-GB%22%3E·%3C/span%3E%3Cspan style=%22font%5C:7.0pt %26quot;Times New Roman%26quot;;mso-ansi-language%5C:EN-GB;mso-bidi-font-family%5C:Symbol;mso-fareast-font-family%5C:Symbol;mso-list%5C:Ignore;%22 lang=%22EN-GB%22%3E%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp; %3C/span%3E%3C/span%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cspan style=%22mso-ansi-language%5C:EN-GB;%22 lang=%22EN-GB%22%3ECertification from recognized aviation, regulatory, or professional institutions is considered an advantage.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22 style=%22line-height%5C:normal;margin%5C:2.0pt 0cm;mso-pagination%5C:none;text-align%5C:justify;%22%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3E%3Cb style=%22mso-bidi-font-weight%5C:normal;%22%3E%3Cstrong%3E%26nbsp; %26nbsp; %26nbsp;Professional Experience%5C:%3C/strong%3E%3C/b%3E%3C/span%3E%3C/p%3E%3Cul style=%22margin-top%5C:0cm;%22 type=%22disc%22%3E%3Cli class=%22MsoNormal%22 style=%22line-height%5C:normal;margin-bottom%5C:2.0pt;margin-top%5C:2.0pt;mso-list%5C:l2 level1 lfo3;mso-pagination%5C:none;%22%3E%3Cp style=%22text-align%5C:justify;%22%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3EMinimum 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 in aviation management, aviation law, business administration, public policy, customer experience, or related fields.%3C/span%3E%3C/p%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22line-height%5C:normal;margin-bottom%5C:2.0pt;margin-top%5C:2.0pt;mso-list%5C:l2 level1 lfo3;mso-pagination%5C:none;%22%3E%3Cp style=%22text-align%5C:justify;%22%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3EHandling customer complaints or consumer protection cases within a regulated environment%3C/span%3E%3C/p%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22line-height%5C:normal;margin-bottom%5C:2.0pt;margin-top%5C:2.0pt;mso-list%5C:l2 level1 lfo3;mso-pagination%5C:none;%22%3E%3Cp style=%22text-align%5C:justify;%22%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3EApplying and interpreting regulatory or compliance frameworks%3C/span%3E%3C/p%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22line-height%5C:normal;margin-bottom%5C:2.0pt;margin-top%5C:2.0pt;mso-list%5C:l2 level1 lfo3;mso-pagination%5C:none;%22%3E%3Cp style=%22text-align%5C:justify;%22%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3EConducting case reviews, investigations, and root cause analysis%3C/span%3E%3C/p%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22line-height%5C:normal;margin-bottom%5C:2.0pt;margin-top%5C:2.0pt;mso-list%5C:l2 level1 lfo3;mso-pagination%5C:none;%22%3E%3Cp style=%22text-align%5C:justify;%22%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3EPreparing analytical reports and compliance findings%3C/span%3E%3C/p%3E%3C/li%3E%3C/ul%3E%3Cp class=%22MsoListParagraph%22 style=%22line-height%5C:normal;margin%5C:2.0pt 0cm 2.0pt 36.0pt;mso-add-space%5C:auto;mso-list%5C:l2 level1 lfo3;mso-pagination%5C:none;text-align%5C:justify;text-indent%5C:-18.0pt;%22%3E%3Cspan style=%22font-family%5C:Symbol;font-size%5C:11.0pt;%22%3E%3Cspan style=%22mso-ansi-language%5C:EN-GB;mso-bidi-font-family%5C:Symbol;mso-fareast-font-family%5C:Symbol;mso-list%5C:Ignore;%22 lang=%22EN-GB%22%3E·%3C/span%3E%3Cspan style=%22font%5C:7.0pt %26quot;Times New Roman%26quot;;mso-ansi-language%5C:EN-GB;mso-bidi-font-family%5C:Symbol;mso-fareast-font-family%5C:Symbol;mso-list%5C:Ignore;%22 lang=%22EN-GB%22%3E%26nbsp;%26nbsp;%26nbsp;%26nbsp; %3C/span%3E%3C/span%3E%3Cspan style=%22font-family%5C:%26quot;Dubai%26quot;,sans-serif;font-size%5C:11.0pt;%22%3ECoordinating with airlines, service providers, or regulatory authorities%3C/span%3E%3C/p%3ESource: Dubai Careers (Government of Dubai). This listing links to the original job posting; always check the details on the employer’s website.