Crisis Management - Consumer Protection Group
“Good levels of flexibility, rewards and benefits.”
Case Officer, Crisis Management - Ross Leavers
When did you join the CAA?
Nearly 12 years ago. I had no qualifications or experience – it was my first job! I joined in the Registry Department and it really gave me a start in life.
How has your career developed?
I’ve progressed through a number of departments since joining – and because I showed a willingness to learn, I’ve been given the chance to sample a variety of different roles. I didn’t even have IT skills at the start, but I was given all the training I wanted. There are plenty of opportunities to develop – I’m an example of that
Where are you working now?
At the CAA’s offices in Central London. The Consumer Protection Group’s Crisis Management Department deals with ATOL (Air Travel Organisers’ Licensing) holders when tour operators go bust. A recent example that’s very high profile is the thousands of passengers who were stranded abroad when a company suddenly ceased trading – we had to get them home.
What does your current role involve?
Dealing with the public, issuing refunds and sorting out delayed funds. handling complaints and sometimes angry passengers. Everything is extremely customer focused. I approve claims for payment and review claims. I also deal with airline and hotels – it’s like you become the tour operator, trying to reorganise holidays. A good atmosphere, and very fast-moving environment.
What do you think makes a good CAA employee?
Definitely willingness to learn. If you’re willing to learn, you can rely on real security and loyalty from the aviation jobs at CAA – plus good levels of flexibility, rewards and benefits.