Job Description

Salary: £30,209 - £40,279 dependent upon experience

Contract Type: Permanent, Full-time

Security Level: BPSS

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

Visa Restrictions: This position does not offer visa sponsorship

Please note that both a CV and a cover letter are required for any application, detailing how you meet the person specification for the role.

We are the UK's aviation and aerospace regulator and recognised as a world leader in its 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 ATOL Crisis Management Department plays a vital role in delivering consumer protection under the ATOL scheme (Air Travel Organisers’ Licensing) to ensure UK consumers are protected when an ATOL holder ceases to trade, which includes repatriating travellers and refunding those who will not receive their trip.

Whether managing the failure of a small or large ATOL holder, we focus on protecting the interests of both consumers and the Air Travel Trust (ATT) to ensure consumers can continue their trip as planned or receive a refund to booking another one.

We work in a fast-paced environment where no two administrations are the same and priorities change frequently.

We are looking a Crisis Management Officer to join our team and be an important part in delivering the ATOL scheme. You will collaborate with a wide range of colleagues across the CAA, contributing to meaningful work to protect UK consumers.

The role

Reporting to a Manager, the post holder’s role is to deliver ATOL protection to consumers impacted by the failure of an ATOL holder (“failure” or “administration”), through repatriation, replacement bookings, and/or refunds, within the ATOL Crisis Management team (“CMD”). This involves negotiating, agreeing, and authorising payments to overseas service suppliers, third parties, and consumers, while working closely with Claims Handling Agencies or processing claims in-house, as well as other stakeholders.

Are you a confident decision-maker with a strong eye for detail and a passion for consumer protection? In this role, you will play a key part in managing ATOL holders’ failures, ensuring smooth operations and fair outcomes for affected consumers.

Flexibility is key, as you may be required, at short notice, to work outside of standard working hours, attend third parties’ premises or attend the office more frequently.

Your key responsibilities

• Depending on the size of a failure, the post holder leads the administration or plays an active role, applying sound judgement within agreed frameworks and ensuring that decisions balance the interests of consumers and the ATT.

• The post holder is involved in repatriation exercises, and the provision of replacement holidays to consumers, working with varied stakeholders under established arrangements. This includes making timely decisions based on unique circumstances for all aspects of the administration, including but not limited to determining and agreeing rates with overseas suppliers to secure replacement services as well as assessing and approving payments.

• In time, the post holder manages all aspects of claims, whether outsourced or processed in‑house. This includes reviewing claims documentation and information, exercising appropriate judgment in authorising payment of claims. The post holder assists in monitoring the team and stakeholders’ performance against agreed procedures and service standards and escalates issues or anomalies to managers or relevant stakeholders where identified.

• The post holder contributes to the analysis and reconciliation of expenditure relating to failed ATOL holders. This includes preparing, forecasting and approving expenditure reports.

• The post holder may participate to drafting recommendations (on potential financial risks to the ATT/consumers, compliance issues) for consideration by colleagues at varied levels. They communicate policies and their impact to stakeholders, both verbally and in writing, and can provide clarification and explanation on more complex issues.

• The post holder attends meetings with internal and external stakeholders to provide guidance, education and/or discuss decisions made and their impacts. They contribute to maintaining effective working relationships through clear and professional communication, both verbally and in writing.

• The post holder contributes to the delivery of the CAA’s and CMG’s objectives by participating in projects and activities to improve processes, procedures, and policies. They do not hesitate to suggest new approaches to tasks and procedures.

This is a varied and impactful role where you will work across teams and with external partners to deliver effective solutions in challenging situations. If you thrive in a fast-paced environment and enjoy balancing operational, financial, and regulatory considerations, we’d love to hear from you.

The skills, knowledge and experience you will need for success

Essential

• Basic working knowledge of commonly used Microsoft applications, including Outlook, Word, Excel, PowerPoint and Microsoft Dynamics 365 (or similar systems), with the enthusiasm and ability to learn quickly.
  This may include developing more confidence in areas such as meeting management, document formatting and working with spreadsheets (e.g. formulas and structured data).
• Good numerical and analytical skills, with the ability to understand data and present information clearly in written format.
• Clear and effective communication skills, with the confidence to engage appropriately with a range of internal and external stakeholders both in writing and verbally.
• Ability to manage your own workload, prioritise tasks effectively, and maintain a high level of accuracy and attention to detail, even when working to deadlines.
• Able to work independently, while also contributing positively as part of a collaborative team.
• Commitment to maintaining accurate, well-organised, and auditable records, with an understanding of their importance in a regulated environment.

Desirable

• An interest in, or some awareness of, the travel industry.
• Awareness of travel-related regulations and guidelines, such as consumer financial protection schemes

We actively support learning and development and will provide training to help build the required knowledge of policies and regulations, as well as use a more in-depth use of applications and bespoke systems.

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.

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

For more information on BPSS clearance please visit - BPSS clearance

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.

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: 6th May 2026

Interview Date: between 19th and 29th May – In person – 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.