Position Title

Reporting To

Role Purpose

Key Accountability

• Oversee and manage all complaints, including legal and regulatory cases, from the UK and European region, ensuring timely resolution.
• Communicate effectively in French (spoken and written) for handling French-speaking customers and stakeholders.
• Conduct and lead investigations across business areas.
• Collaborate with the headquarters in Kuala Lumpur to investigate and resolve customer relations and refund issues.
• Meet target response and closure rates with high accuracy and without backlogs.
• Work with the Finance and Legal teams to ensure prompt processing of refunds and compensation.
• Provide consultation to business units on complaint matters and compensation levels related to CAA UK or other European regulators.
• Provide monthly updates to the Assistant Manager/Manager on compensation expenditures, regulatory payments, and legal case payouts.
• Ensure all data is accurately updated in the complaints management system (Guest Tracking System).
• Provide training and mentorship to new hires in the Customer Relations department in the UK office.
• Ensure effective dispensation of compensation payouts based on the recovery matrix and aligned with internal CAAP (Corporate Authority Approving Policy), proportionate to customer service disruptions.
• Maintain reporting and record-keeping in compliance with UK/EU Commission regulations, Civil Aviation Authority of Malaysia (CAAM), and other relevant regulatory requirements.
• Identify key process re-engineering opportunities through analysis of high-profile feedback and propose improvements to relevant business units.
• Carry out any other tasks assigned by the immediate supervisor.
• Provide support to the UK Regional Manager and Europe Sales team in managing legal cases received at the UK and Europe office.

Qualification & Working Experience

• Degree: Bachelor’s degree in education, Aviation, Arts, Mass Communications, TESL, Business/Management, or Legal, with 1–2 years of work experience, preferably in airline complaints management, legal/regulatory areas, or airline reservation and ticketing; OR
• Diploma: Diploma in Education, Aviation, Arts, Mass Communications, TESL, Business/Management, or Legal, with 3–4 years of work experience, preferably in airline complaints management, legal/regulatory areas, or airline reservation and ticketing.
• Language Proficiency: Fluency in French (spoken and written) and English is mandatory to manage communications with French-speaking customers and stakeholders across Europe