Customer Happiness and Consumer Protection Senior Officer

Role

Purpose:

To support the day‑to‑day operations of the Customer Happiness & Consumer Protection Section by handling customers’ complaints, 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.

Key Responsibilities/Duties:

1. Complaint & Inquiry Intake and Initial Handling

Receive 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.

2. Case Documentation & Record Management

Ensure all cases handled are fully and accurately documented within DCAA's case management systems, including all relevant correspondence, supporting documents, airline responses, and resolution actions. Maintain case files in accordance with DCAA's record‑keeping and confidentiality requirements, and ensure data is kept current throughout the case lifecycle.

3. Routine Compliance Verification

Conduct 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.

4. Customer Information & Guidance

Provide 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's 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.

5. SLA & Timeline Tracking

Track 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's overall performance monitoring.

6. Data Entry & Reporting Support

Compile and organise case data, complaint statistics, and resolution records to support the Specialist's preparation of periodic performance reports and dashboards. Ensure all inputs are accurate, complete, and formatted in accordance with reporting templates.

7. Operational Coordination for Case Handling

Coordinate 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.

8. Consumer Awareness Support

Support…