The role of the Customer Relations Officer will include (but is not limited to):

- Providing prompt and professional replies to all customer feedback

- Providing follow up action on passenger feedback and managing requests for com
pensation, where appropriate
- Co-ordinating investigations on cases with the appointed Law Firm and Head Off
ice.
- Ensuring that relevant departments are made aware of concerns raised by custom
ers so that they may carry out corrective action
- Monitoring and carrying out analysis of customer feedback
- Recording passenger feedback details in the Customer Relations Management Syst
em for producing management reports
- Supporting the Customer Sales team and Airport team in times of disruption
- Keeping up to date with EU regulations and local/HQ procedures
- Recognising possible customer relation cases and, where necessary, keeping rec
ords or arranging proactive service recovery