Date: 13 Apr 2026
Location: London, GB – Canary Wharf (min 2 days in the office per week).
Contract Type: Permanent, Full-time
Security Level: BPSS
Visa Restrictions: This position does not offer visa sponsorship
Overview
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 priorities change frequently.
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 fundamental to the administration, or attend the office more frequently.
Your key responsibilities
- Depending on the size of a failure, lead the administration or play an active role, applying sound judgement within agreed frameworks and ensuring that decisions balance the interests of consumers and the ATT.
- Engage 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.
- Manage 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. Monitor the team and stakeholders’ performance against agreed procedures and service standards and escalates issues or anomalies to managers or relevant stakeholders where identified.
- Contribute to the analysis and reconciliation of expenditure relating to failed ATOL holders. This includes preparing, forecasting and approving expenditure reports.
- Assist in drafting recommendations on potential financial risks to the ATT/consumers, compliance issues for consideration by colleagues at varied levels. Communicate policies and their impact to stakeholders, both verbally and in writing, and can provide clarification and explanation on more complex issues.
- Attend meetings with internal and external stakeholders to provide guidance, education and/or discuss decisions made and their impacts. Contribute to maintaining effective working relationships through clear and professional communication.
- Participate in projects and activities to improve processes, procedures and policies, suggesting new approaches to tasks and procedures as part of the CAA’s and CMG’s objectives.
The skills, knowledge and experience you will need for success
- Basic working knowledge of commonly used Microsoft applications, including Outlook, Word, Excel, PowerPoint and Microsoft Dynamics 365 (or similar systems). Enthusiasm and ability to learn quickly, including developing more confidence in meeting management, document formatting and spreadsheet usage.
- Good numerical and analytical skills, with the ability to understand data and present information clearly in written format.
- Clear and effective communication skills. 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.
- Ability 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.
- Interest in, or some awareness of, the travel industry.
- Awareness of travel‑related regulations and guidelines, such as consumer financial protection schemes.
Additional Information
For many appointments within the CAA, these roles require access to operationally sensitive infrastructure and/or Nationally Protected information. Post holders must undergo National Security Vetting and achieve the appropriate clearance level.
To be vetted you must have the right to work in the UK so that meaningful checks can be undertaken.
We may not be able to accept your application if you do not meet these requirements.
Inclusive Recruitment
The CAA values high ethical standards and personal integrity among employees. 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.
Benefits
We offer flexible working arrangements, a generous pension scheme, and free onsite gym at Gatwick with discounted gym membership for London. Additional benefits include 28 days annual leave plus an additional 5 days leave purchase scheme.
Closing Date
6th May 2026
Interview Date
Between 19th and 29th May – In person – Canary Wharf
Job Segment
Compliance, Travel Industry, Claims, Legal, Travel, Aviation, Insurance
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