Head of Customer Happiness & Consumer Protection Section

Organization: Dubai Civil Aviation AuthorityEducational-level Beginning of the main content section.Return to the home pagePrintable Format Job Description - Head of Customer Happiness & Consumer Protection Section (26003044)Job Description Head of Customer Happiness & Consumer Protection Section - (26003044) 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 DeliveryImplement 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 ManagementOversee 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 timeframes, 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 HandlingReview 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 escalate to the Department Director when cases carry significant regulatory or institutional implications.4. Airline & Service Provider Compliance MonitoringMonitor 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 ManagementEnsure 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 & ReportingDefine 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 developmental actions. Coordinate with the Strategy & Institutional Excellence Directorate on systemic service issues as required.7. Stakeholder Coordination for Consumer MattersCoordinate with airlines, airport operators, ground service providers, and relevant strategic partners on consumer protection matters and customer service and quality issues at the operational level, in support of resolving complaints and improving customers experience across the aviation ecosystem.8. Section Administration & Operational PlanningPrepare and implement the section's operational plan in accordance with DCAA's strategic planning guide, maintain the section's work manuals and procedures, and ensure the section's database inputs are kept accurate and up to date. Identify systemic service gaps and recommend improvement initiatives to the Department Director to enhance section performance and r

A. Functional responsibilities: 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 alignment with DCAA's mandate and applicable legislation; ensure all services delivered by the section comply with established service policies and customer experience standards; lead consumer awareness initiatives to educate customers and the public on their rights and obligations. 2. Complaint & Inquiry Management – Oversee end-to-end intake, processing, and resolution of customers' complaints, suggestions, and inquiries across all service channels; ensure cases are handled within prescribed timeframes, investigated properly, and resolved per regulatory standards; escalate as needed and follow up until closure. 3. Escalated & Complex Case Handling – Review and manage complex/high-impact consumer cases requiring regulatory interpretation or multi-stakeholder coordination; escalate to the Department Director for cases with significant implications. 4. Airline & Service Provider Compliance Monitoring – Monitor compliance of airlines and aviation service providers with consumer protection regulations; track indicators, document gaps, and prepare escalation reports for corrective action. 5. Customer Guidance & Service Channel Management – Ensure customers receive accurate information and are guided to the correct unit; maintain multi-channel service capability. 6. Performance Monitoring & Reporting – Define and track customer happiness KPIs, complaint resolution metrics, and service quality indicators; prepare periodic reports to support decision-making and improvement actions; coordinate with Strategy & Institutional Excellence Directorate as required. 7. Stakeholder Coordination for Consumer Matters – Coordinate with airlines, airport operators, ground service providers, and partners on consumer protection matters and customer service issues at operational level. 8. Section Administration & Operational Planning – Prepare and implement the section’s operational plan; maintain manuals and procedures; ensure data inputs are accurate; identify systemic service gaps and recommend improvements to the Department Director.