Consumer Policy Advisor

**Date**:13 Oct 2025

**Location**: London, GB

**Company**:Civil Aviation Authority

**Salary**: £37,000 to £40,000 dependent upon experience

**Contract Type**:Permanent - Full Time

**Security Level**:BPSS

**Base Location**: Westferry, Canary Wharf, London

**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 recruiting for a Consumer Policy Advisor role. 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 individuals with a regulatory (or similar) policy background and a strong belief in doing the right thing for consumers to join our expanding team.

**The Role**

Reporting into a Consumer Policy Principal, you will be expected to support the development and delivery of policy projects that ensure that consumers are treated fairly. 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 and market dynamics.

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**

- Support the delivery of policy projects in areas that impact consumers across aviation.
- Help to carry out 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.
- Contribute to the production of clear accessible documents, with coherent narrative flows.
- Help to influence thinking across both the Consumer Protection team and wider CAA by playing a supporting role in building strong relationships and bringing a balanced perspective, including some awareness of commercial dynamics.
- Participate in engaging 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**:

- Awareness of consumer issues and the impact that the CAA can have in improving the consumer experience in aviation.
- Some experience of working on consumer policy issues.
- Ability to contribute to the drafting of clear accessible documents.
- Ability to identify and analyse issues that affect consumers and support the identification of practical ways of resolving them, considering the practical realities of commercial airports, airlines and other service providers.
- Ability to work independently when required, supporting the work of others, and to work effectively with external stakeholders.
- Work with other members of the team to compile and analyse data and contribute to the presentation of this in a way which clearly explains the key messages, evidence-based conclusions and/or recommendations.
- Good communication skills, with an ability to bring together arguments and analysis clearly and robustly and convey these in a way that engages stakeholders and other CAA colleagues.
- Ability to quickly build and maintain effective working relationships with a wide range of stake