Job Description

Salary: £65,000 to £69,000 dependent upon experience

Contract Type: Permanent, Full-time

Security Level: CTC

Location: London – Canary Wharf (min, 2 days per week in the office)

Visa Restrictions: This position does not offer visa sponsorship

We are the UK's aviation and aerospace regulator and recognised as a world leader in our field. Our activities are diverse, enabling the aviation industry to meet the highest safety standards, and we pride ourselves on our ability to adapt to the constantly evolving aviation environment.

About the team you’ll be part of

The Consumer Protection team is responsible for delivering against the CAA’s key strategic focus area to protect consumers and the public, ensuring that the aviation sector puts consumers at the heart of what they do. As a minimum, this means the sector meeting their legal obligations arising from consumer protection law, including passenger rights related to access to air travel for disabled people.

We are a passionate team with a clear purpose to deliver a fair experience for consumers in aviation, ensuring that passengers have the experience they expect when they travel, and that disability is not a barrier to travel. This is a high-profile team within the CAA and the team has grown to ensure we can meet both consumer and government expectations. This is your chance to join a team at the forefront of ensuring the aviation industry delivers choice, value and fair treatment for aviation consumers.

We are a looking for a regulatory professional with strong people management skills and a belief in doing the right thing for consumers to join the team.

The Role

This is a leadership role in the CAA’s Accessibility Team, which forms part of the broader Consumer Protection Team. The role has a specific focus on oversight of the CAA’s Aviation Accessibility Performance Frameworks and people and programme team management.

The purpose of our Accessibility Frameworks is to assess the compliance of airports and airlines against UK legislation to assist and protect disabled and less mobile passengers when they travel by air.

You will lead and manage a team of CAA staff in the effective and efficient delivery of monitoring, auditing, compliance and enforcement activities relating to accessibility. You will also oversee the preparation and publication of the CAA’s Annual Airport Accessibility report and the CAA’s Airline Accessibility reports.

You will need to work collaboratively with other teams across the CAA and a range of external stakeholders to encourage and drive behaviours which ensure aviation consumers are treated fairly.

This role requires a minimum of two days per week engaging facetoface with colleagues and/or external stakeholders. This will typically be at our London Canary Wharf office, but some travel to other locations in the UK and occasionally internationally will be required.

Your key responsibilities

We are looking for an experienced regulatory professional with a track record of delivering a portfolio of work, producing clear accessible documents, effectively building and managing stakeholder relationships and strong people management skills. Key responsibilities include:

• Provide expert management, support, and leadership in the delivery of our Aviation Accessibility Performance Frameworks.

• Lead a team to monitor and assess compliance with UK aviation accessibility legislation and the effective delivery of informal and formal actions to address concerns of non-compliance.

• Guide and oversee robust analysis of accessibility issues and make evidence-based recommendations and decisions focusing on where we can most make difference for consumers.

• Produce clear accessible documents with coherent narrative flows.

• Communicate positions and decisions confidently and clearly to diverse audiences, including senior airport and airline management, and consumer stakeholder groups.

• Working with the CAA’s Senior Manager, Aviation Accessibility to develop CAA guidance to industry considering regulatory, industry and consumer impacts.

• Build and maintain strong professional relationships with external stakeholders, including industry, Government and consumer bodies.

• Direct line management responsibilities within the Accessibility Team, helping colleagues to get the most out of their career at the CAA including through coaching and mentoring and by supporting their wellbeing, professional development and career progression.

• Act as role model, actively demonstrating the CAA’s values of: Do the Right Thing; Never Stop Learning; Building Collaborative Relationships; and Respect Everyone

The skills, knowledge and experience you will need for success

Essential

• Enthusiastic about consumer issues and the impact that the CAA can have in improving consumers’ experiences in aviation.

• Excellent communication skills, with an ability to bring together arguments and analysis and confidently and clearly convey positions and decisions to diverse audiences.

• Ability to quickly build and maintain effective working relationships with a wide range of stakeholders.

• Proven ability to coordinate and oversee a portfolio of work

• Effective delivery of informal and formal actions to address concerns of non-compliance, focusing on where we can most make a difference for consumers.

• Experience managing individuals and teams, supporting wellbeing, professional development and career progression

• Degree level education or equivalent experience

Desirable

• Experience establishing and implementing compliance frameworks and assessments.

• Knowledge of aviation and/or consumer protection regulation.

Additional Information

For many appointments within the CAA, these roles require access to operationally sensitive infrastructure and/or Nationally Protected information. For these roles the post holders must undergo National Security Vetting and achieve the appropriate level of clearance.

To be vetted you must have the right to work in the UK so that meaningful checks can be undertaken.

To be vetted we will usually expect a reasonable period of residency in the UK so that meaningful checks can be undertaken. For this role this will need to be 3 years.

If you do not meet these requirements, we may not be able to accept your application.

For more information on CTC and SC clearance please visit - Vetting explained - GOV.UK (www.gov.uk)

The CAA values high ethical standards and personal integrity among employees. If invited for interview you will be asked to complete a declaration of interest.

Role Location

This role is located in our London – Canary Wharf office.

Relocation & Property

The CAA will be relocating from Aviation House (Our Gatwick Office) to new premises in a few years’ time. Our move is driven by strategic, operational and environmental considerations.

We will be moving to a new local home, up to a 15-mile radius of Aviation House, to minimise disruption for our valued colleagues and customers.

We are now working with colleagues and visitors to understand what we need in our new office, before we start our property search. We will sell Aviation House and land, vacate the site and move to new premises, but we do not expect to move before 2028

Inclusive Recruitment

We are passionate about diversity and ensuring all are included at the CAA. We are an equal opportunity employer and actively encourage applications from candidates of all backgrounds.

As a member of the Disability Confident scheme, applicants who meet the minimum criteria for a role with us will be guaranteed an interview. We use fair and inclusive selection approaches to hire the best person for the job based on merit alone. If you require an adjustment for any reason, please let us know.

Use of Artificial Intelligence by candidates in the CAA recruitment process

We recognise that many of our candidates find Artificial Intelligence to be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be rejected on that basis.

Working With Us

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!

Our Values

Do The Right Thing, Never Stop Learning, Build Collaborative Relationships, Respect Everyone – For more information please Click Here

Closing Date: 8th March 2026

Interview Date: 19th March 2026 – in person (London Canary Wharf)

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.

No recruitment agencies please.