Air Passenger Rights Officer

The IAA is the civil aviation regulator for Ireland. We are responsible for the regulation of safety, security, and consumer interests. Our responsibilities are set out in the framework of applicable global, European, and national legislation/regulation.

We are seeking a high achieving individual to join our Air Passenger Rights (APR) team.Reporting to the Air Passenger Rights Manager, the successful candidate will support the discharge of the IAA's responsibilities in respect of Regulation (EC) No 261/2004, which is enforcement of Air Passenger Rights in the event of Denied Boarding, Cancellation and Long Delays to flights covered by the Regulation.The role will typically include activities such as:

Principal Duties andResponsibilities

Manage own case load to assess,initiateand investigate cases to a high regulatory standard in respect of Air Passenger Rights.

Meet case targets and KPIs as set out by APR Manager.

Monitor and review responses from airlines and/or airports on a continuous basis and ensure thefollow-upprocess to conclusion is obtained.

Liaise with National Enforcement Bodies (NEB's) in other European member states and other contacts asrequiredduring case investigation and brief the APR Manager.

Prepare case summaries and recommendations to the APR Manager asrequiredto ensure own case load is actively managed.

Respond and deal with both written and verbal enquiries from the public and other stakeholders.

Prepare written responses to passengers,airlinesand other stakeholders tohigh qualitystandard.

Keepqueryandcase records up to date at all timesin line with processes and procedures.

Proactively manage own case load andmonitorresponse times within regulatorytimeframes.

Support the APR Manager to meet annual work plan andorganisationalstrategic objectives.

Assistwith the preparation of our Annual Report and deliver our Strategic Goals as set out in the Strategic Plan.

Job requirements Skills and Qualifications Required:

A minimum of 2 years of experience in a relevant area.

Experience working in a regulatory, compliance, complaints handling, or investigative role.

Ability to assess evidence, investigate issues, and make sound, objective decisions

Ability to interpret and apply policies, procedures, and regulatory frameworks

Excellent attention to detail and critical thinking skills

Strong time management skills and demonstrable experience working to meet deadlines, KPIs, and service levels

Proactive approach to progressing cases and following up to resolution

Excellent written communication skills, with the ability to produce clear, structured, and professional responses

Strong verbal communication skills for engaging with a range of stakeholders including the travelling public and aviation industry professionals

Ability to explain complex issues in a clear and accessible way

Strong customer focus with the ability to handle queries in a professional, empathetic, and efficient manner

High level of attention to detail in maintaining accurate records and documentation

Ability to work both independently and as part of a team

Willingness to support wider team objectives and organisational goals

Experience preparing reports, summaries, or recommendations

Ability to present findings clearly to support decision-making

Experience using case management systems or CRM tools

Ability to track and report on performance metrics/KPIs

Excellent IT skills, including the full range of O365 is a prerequisite. Ability to familiarise and become proficient with specialist software is also required.

Experience preparing reports, summaries, or recommendations

Ability to present findings clearly to support decision-making

Experience using case management systems or CRM tools

Ability to track and report on performance metrics/KPIs

A third level qualification in a relevant discipline such as Law, Regulation or Compliance, Public Administration, Business Studies / Business Administration, Aviation Management, Consumer Protection, Social Policy, European Studies, Transport Management

Familiarity with interpreting legislation, policies, or guidelines

Awareness of aviation, travel, and/or passenger rights issues

Understanding of how airlines and airports operate

KEY COMPETENCIES REQUIRED FOR EFFECTIVE PERFORMANCE:

For assessment of applicants, the following competency model will be used. This model reflects the changing and more complex environment in which those at this level operate. Each competency is supported by a list of key performance indicators set out below.

EFFECTIVE PERFORMANCE INDICATORS People Management: (In regard to working as part of a team and stakeholder engagement)

Consults and encourages the full engagement of the team, encouraging open and constructive discussions around work issues

Gets the best out of individuals and the team, encouraging good performance and addressing any performance issues that may arise

Values and supports the development of others and the team

Encourages and supports new and more effective ways of working

Deals with tensions within the team in a constructive fashion

Encourages, listens to and acts on feedback from the team to make improvements

Actively shares information, knowledge, and expertise to help the team to meet its objectives

Analysis & Decision Making:

Effectively deals with a wide range of information sources, investigating all relevant issues

Understands the practical implication of information in relation to the broader context in which they work- procedures, divisional objectives etc.

Identifies and understands key issues and trends

Correctly extracts & interprets numerical information, conducting accurate numerical calculations

Draws accurate conclusions & makes balanced and fair recommendations backed up with evidence

Delivery of Results:

Takes ownership of tasks and is determined to see them through to a satisfactory conclusion

Is logical and pragmatic in approach, setting objectives and delivering the best possible results with the resources available through effective prioritisation

Constructively challenges existing approaches to improve efficient customer service delivery

Accurately estimates time parameters for project, making contingencies to overcome obstacles

Minimises errors, reviewing learning and ensuring remedies are in place

Maximises the input of own team in ensuring effective delivery of results

Ensures proper service delivery procedures/protocols/reviews are in place and implemented

Interpersonal & Communication Skills:

Modifies communication approach to suit the needs of a situation/ audience

Actively listens to the views of others

Liaises with other groups to gain co-operation

Negotiates, where necessary, to reach a satisfactory outcome

Maintains a focus on dealing with customers in an effective, efficient, and respectful manner Is assertive and professional when dealing with challenging issues

Expresses self in a clear and articulate manner when speaking and in writing

Specialist Knowledge, Expertise and Self-Development:

Displays high levels of skills/ expertise in own area and provides guidance to colleagues

Has a clear understanding of the role, objectives, and targets and how they support the service delivered by the unit and Department/ Organisation and can communicate this to the team

Leads by example, demonstrating the importance of development by setting time aside for development initiatives for self and the team

Selection Process

The Selection Process may include:

Shortlisting of candidates, based on the information contained in their application.

A competitive preliminary interview which may include a presentation.

Psychometric testing.

Work sample/role play/media exercise, and any other tests or exercises that may be deemed appropriate.

A second competitive interview which may include a presentation.

Garda Vetting.

Shortlisting

The number of applications received for a position generally exceeds that required to fill the position. While a candidate may meet the eligibility requirements