Consumer Policy and Enforcement Adviser

We are looking for a Consumer Policy and Enforcement Adviser to join our Consumer Protection Team. This team is responsible for delivering against the CAA's Strategic Plan commitments to ensure routine compliance with consumer protection law in the aviation and travel sectors, including passenger rights during flight delays and cancellations as well as access to air travel for disabled people.

The role of the Consumer Policy and Enforcement Adviser is to assist the Manager, Consumer Policy and Enforcement to manage the CAA's airport accessibility framework and to assist in the delivery of other individual compliance and enforcement projects through the contribution of technical knowledge, experience, research, and analysis.

This role involves regular travel across the UK.

Core Accountabilities

• Help manage the CAA's airport accessibility framework, working with airports to help them to meet their obligations under CAA guidance.


• Collect and analyse monthly data from airports on accessibility performance.


• Carry out onsite audits of the assistance service at UK airports.


• Assist in drafting publication of the CAA's annual airport accessibility report.


• Arrange publication of the CAA's annual airport accessibility report.


• Lead accessibility audits of smaller UK airports and assist colleagues on audits of larges UK airports.


• Assist in individual compliance and enforcement cases through identifying the relevant breaches of consumer protection law, presenting to colleagues sound legal analysis and evidence of consumer harm in written and verbal form.


• Draft letters to stakeholders in response to queries about CAA policy and enforcement in regard to airport accessibility.


• Evaluate the effectiveness of solutions for compliance put forward by businesses and ensure that the business meets its commitments to comply.


• Develop and maintain effective relationships and partnerships with other CAA teams dealing with consumer issues so that the CAA has a joined-up approach.


• Build and maintain effective partnerships with colleagues in industry, government, and other relevant enforcement bodies., We can provide you with experience of a regulatory role which allows you to make a real difference to air passengers' experience at U.K. airports. This is a varied role, which includes some travel and practical inspections of airports but is also office-based, offering opportunities to help develop CAA policy in this area. Additionally, you will work with a variety of stakeholders, building relationships and enjoying working with industry to improve the passenger experience. You will work within a small, friendly Accessibility team but be part of a wider Consumer Protection Team, offering you the chance to use the skills and experience you will gain to develop a career either within the CAA or in other regulatory consumer protection roles.
  
  We are looking for someone who is enthusiastic about consumer issues and the impact that the CAA can have in improving the consumer experience in aviation.


• You will be Graduate level educated or equivalent or have experience relevant to the role (for example acquired at an airline or other aviation organisation or in a consumer protection setting elsewhere).


• You will be an excellent communicator and you will be able to bring together arguments and analysis clearly and robustly and convey these in a way that engages stakeholders and CAA colleagues.


• You will be able to identify and analyse issues that affect consumers and identify practical ways of resolving them.


• You will be able to work independently, managing and drawing upon the work of others, and to work effectively with external stakeholders.


• You will be able to understand the behaviour of consumers and the practical realities of commercial airports, airlines, and other service providers.


• You will have experience of compiling and analysing data, report writing, and good IT skills, in particular MS Word and Excel.
  
  We are on a journey towards being increasingly adaptable, where our colleagues collaborate as part of cross-functional teams. This approach ensures we never stop learning together. It also means that you may become involved in activities that take you out of your day-to-day role, providing you with opportunities to develop and grow your career with us.


We have embraced hybrid working and offer flexible working patterns, being open to having a conversation about what works for you. We know where and when we work is important in achieving a work-life balance.

We offer a range of excellent benefits such as flexible working arrangements, free onsite gym at Gatwick, discounted gym membership for London, 28 days annual leave, additional 5 days leave purchase scheme, a generous pension scheme and much more!