Senior Consumer Enforcement Advisor

**Date**:23 Jun 2025

**Location**: London, GB

**Company**:Civil Aviation Authority

**Salary**: £45,000 up to £53,000 dependent upon experience

**Contract Type**:Permanent - Full Time

**Security Level**:CTC

**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 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 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 during flight delays and cancellations, and those related to access to air travel for disabled people. Looking forwards, this will also mean looking at how our powers and regulation might evolve.

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 we have plans to grow to ensure we meet both consumer and government expectations.

We are now recruiting for a Senior Consumer Enforcement Advisor to join our team. 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 an individual with an enforcement/compliance background and a strong belief in doing the right thing for consumers to join our expanding team.

**The Role**

Reporting into the Senior Manager, Consumer Enforcement, you will be expected to act as an enforcement expert on matters pertaining to air passenger rights, supporting (and occasionally deputising for) the Senior Manager. There is a need to respond rapidly to emerging and often high-profile issues, working at pace and making sound enforcement decisions under pressure. This will involve working collaboratively with others across the Consumer Protection team, other teams across the CAA and a range of external stakeholders. The role combines the need for strong analytical skills, excellent written communication skills and a broad understanding of consumer issues, with the ability to target and address areas which will have the greatest impact on consumers.

Colleagues in our team work closely with other teams across the CAA, other regulators, Government, and a range of external stakeholders to seek out, identify and address problems that affect passengers when they use aviation.

The need for resilience across the Consumer Protection team means that the role holder will gain technical knowledge and experience in the regulation of the rights of consumers across the range of laws that offer protection to aviation consumers.

**Your key responsibilities**

We are looking for experienced policy professionals with a track record of delivering compliance and enforcement projects, producing clear accessible documents and effectively managing stakeholder relationships. Key responsibilities include:

- Responsible for the delivery of compliance and enforcement projects in areas that impact consumers across aviation.
- Undertaking robust data analysis to form insights, with a focus on areas we can make a difference for consumers and the ability to present this in a concise and easily understandable way.
- Producing clear accessible documents, with coherent narrative flows.
- Influencing thinking across both the Consumer Protection team and wider CAA by building strong relationships and bringing a balanced perspective, including awareness of commercial dynamics.
- Building strong professional relationships with external stakeholders, including industry, Government and consumer bodies.
- Act as a role model, actively demonstrating the CAA’s values of: Do The Right Thing; Never Stop Learning; Build Collaborative Relationships; and Respect Everyone.

**The skills, knowledge and experience you will need for success**
- Enthusiastic about consumer issues and the impact that the CAA can have in improving the consumer experience in aviation.
- Significant experience of working on consumer enforcement/compliance issues.
- Strong editorial skills to ensure that all documents are drafted in a clear and accessible way.
- Ability to identify and analyse issues that affect consumers and identify practical ways of resolving them, considering the practical realities of commercial airports, airlines and other service providers.
- Ability to work independently, managing and drawing upon the work of others, and to work effectively with external stakeho