The Senior Officer Passenger Feedback supports building and maintaining customer loyalty at Abu Dhabi Airports. The role involves deploying customer relationship strategies, managing issue resolution, and implementing feedback procedures. The specialist collaborates with internal and external stakeholders to ensure timely closure of passenger feedback and possesses knowledge of aviation and international service quality practices.
Responsibilities
- Ensure timely, accurate, and complete complaints handling and investigations of passenger complaints.
- Ensure closure of complaints aligns with Airport Service Quality requirements and regulatory obligations.
- Work independently and across departments to resolve complex passenger feedback issues; may perform customer calls to support investigations of critical issues.
- Lead or participate in Monthly Complaints Meetings by generating data and providing feedback.
- Maintain complaint handling procedures and SOPs and ensure they are accessible via Matari.
- Gather and report complaints metrics; present critical information and complaint trends in monthly performance reports to identify new or systemic issues.
- Analyze customer grievances, complaints, and other non-compliance issues against set standards and report findings.
- Prepare responses to customers as per process requirements.
- Collect follow-up information from customers relevant to complaint investigations.
- Develop and maintain feedback handling metric dashboards.
- Manage daily complaint investigations to ensure timely completion; update investigation documentation and procedures.
- Recommend and implement process improvements for investigations.
- Participate in meetings with ASQ, ADIA Operations, and the Department of Transport, Abu Dhabi to discuss passenger feedback handling issues.
- Ensure compliance with all company management systems, policies, SOPs, and regulatory requirements.
Requirements & Skills
Education and Qualifications:
- Bachelor’s degree in Business Administration, Management, or a relevant discipline.
- Certification in a relevant discipline is preferred.
Experience:
- Minimum 5 years of experience in a related role.
- Knowledge of relevant aviation laws, regulations, and standards is an advantage.
Top Competencies Required:
- Planning & Organization
- Customer Service Orientation
- Analytical & Problem Solving
- Strong Empathetic Skills
- Strategic Management and Planning
- Interpersonal Skills
