Head of Customer Happiness & Consumer Protection Section Job Abu Dhabi area,UAE/Dubai,Customer Service/HelpDesk

Job description

Role

Purpose:

To manage the day-to-day operations of the Customer Happiness & Consumer Protection Section by overseeing two complementary mandates: ensuring the effective implementation of consumer protection regulations within Dubai's civil aviation sector — including the end-to-end handling of customers complaints, inquiries, and awareness of Customers rights — and delivering customer happiness services to all DCAA customers, whether individuals, companies, or government and private sector entities, across all available service channels.

The role ensures that airlines and aviation service providers comply with applicable consumer protection requirements, monitors service quality and customer satisfaction levels, and drives continuous improvement in service delivery in alignment with DCAA's regulatory mandate and strategic objectives.

Key Responsibilities /Duties

A. Functional

1. Consumer Protection Implementation & Service Delivery Implement the approved consumer protection policies, procedures, and regulatory frameworks governing customers rights within Dubai's civil aviation sector, ensuring full alignment with DCAA's mandate and applicable legislation. Ensure that all services delivered by the section whether through in-person, phone, digital, or other DCAA-approved channels comply with established service policies and customer experience standards. Lead consumer awareness initiatives to educate customers and the public on their rights and obligations within the civil aviation sector, leveraging available communication channels and platforms.

2. Complaint & Inquiry Management Oversee the end-to-end intake, processing, and resolution of customers complaints, suggestions, and inquiries received through all available service channels, including in-person visits, call centre, and digital platforms. Ensure cases are handled within the prescribed time frames, properly investigated, and resolved in accordance with applicable regulatory standards. Where immediate resolution is not possible, ensure timely escalation to the responsible organisational unit and follow up until closure.

3. Escalated & Complex Case Handling Review and manage complex or high-impact consumer cases that require deeper regulatory interpretation, multi-stakeholder coordination, or senior-level involvement. Ensure these cases are handled with appropriate diligence, documented accurately, and resolved within the governance framework and escape to the Department Director when cases carry significant regulatory or institutional implications.

4. Airline & Service Provider Compliance Monitoring Monitor the compliance of airlines and relevant aviation service providers with applicable consumer protection regulations and customers rights obligations. Track compliance indicators, document observed gaps or recurring issues and prepare escalation reports for the Department Director to support timely corrective action through the appropriate regulatory channel.

5. Customer Guidance & Service Channel Management Ensure that customers — individuals, companies, and institutions from both the public and private sectors — receive accurate, timely information and are guided to the correct organizational unit for the service they require. Maintain the section's multi-channel service capability to ensure continuous, reliable access to consumer protection and customer happiness services.

6. Performance Monitoring & Reporting Define and track customer happiness KPIs, complaint resolution metrics, and service quality indicators for the section. Prepare periodic performance reports, including service charter compliance data, to support informed decision-making, identify improvement opportunities, and recommend corrective or…