Air Passenger Rights Policy and Compliance Analyst
Join to apply for the Air Passenger Rights Policy and Compliance Analyst role at Irish Aviation Authority
Air Passenger Rights Policy and Compliance Analyst
Join to apply for the Air Passenger Rights Policy and Compliance Analyst role at Irish Aviation Authority
Direct message the job poster from Irish Aviation Authority
The IAA is now seeking a high-achieving individual to join the organisation and work in our Air Passenger Rights (APR) team in Consumer Affairs. Reporting to the Air Passenger Rights Manager, the successful candidate will support the discharge of the IAA's responsibilities in the Air Passenger Rights (Regulation (EC) No 261/2004). The role will typically include activities such as:
Principal Duties and Responsibilities:
Policy
* Researching Air Passenger Rights Regulation (EC) No 261/2004 policy issues in the aviation industry within the EU and international framework, identification of consumer / passenger market data/trends, using this to suggest policy courses of action for IAA.
* Writing response to studies, preparing policy briefing documents and presentations internally and externally for the European Commission, European Civil Aviation Conference, ICAO and other stakeholders.
* Acting as a key first point of contact point for certain external stakeholders, such as the CPC Network, ECAC, Department of Transport, European Commission’s Directorate-General for Mobility and Transport.
* Maintaining an awareness of policy developments and best practice within the air passenger rights and package travel frameworks.
* Liaison with National Enforcement Bodies (NEB’s) in other European member states and other contacts.
Compliance
* Undertake analysis of passenger complaint databases and identify of key compliance risks, adverse trends and areas of concern.
* Proactively engage with relevant stakeholders in relation to compliance issues identified.
* Prepare detailed reports and presentations for internal and external stakeholders, based on extraction of compliance intelligence from complaint databases
* Immediately report significant issues emerging from derived compliance intelligence to manager
* Assist with individual complaint handling as required.
* Provide compliance intelligence to support IAA Air Passenger Rights Promotion activities.
* Prepare case summaries and recommendations to the APR Manager as required
Inspections
* Leading and delivering on completion of inspections of all active commercial airports and airports to monitor compliance with the Air Passenger Rights Regulations with briefing / presentation to senior management.
* Developing an inspection framework for planned visits to airports/airlines.
Communications
* Assisting with the deployment and delivery of the communication strategy for consumer affairs, including on social media and digital platforms.
* Engage both internally and externally with stakeholders to manage and further the policy objectives of the IAA.
* Support workshops, training, and awareness sessions to promote effective customer service practices in IAA and in external organisations
* Assisting with public and media queries, and other stakeholder engagement.
Team Work
* Collaborate within the division and with IAA Consumer Protection and Licensing Teams and contribute insights to support the activities of the IAA Consumer Protection activities
* Leading and delivering on consumer protection projects within the IAA in cross functional teams as delegated by the manager.
* Assisting with the preparation of our Annual Report and being involved in working to deliver our Strategic Goals as set out in the Strategic Plan.
* Keep query and case records up to date at all times in line with processes and procedures.
* Proactively manage own workload and monitor that response times are within regulatory timeframe.
* Other duties which may be specified from time to time
IT Skills
* Excellent IT skills, including the full range of O365 is a prerequisite. Ability to familiarise and become proficient with specialist software is also required.
This job description is not exhaustive, other items may be added from time to time at the discretion of the Air Passenger Rights Manager.
Skills and Qualifications
The successful candidate should have the following qualifications and skills:
Required:
* A third level qualification in a relevant discipline or a minimum of 2 years of experience in a relevant area
* Significant experience of working on regulatory policy issues
* Demonstrate excellent verbal and written communication and the ability to produce clear accessible documents, with coherent narrative flows
* Possess self-management skills with ability to manage own deadlines but also ability to work within a team
* Demonstrated ability to manage and analyse large volumes of data
* Strong analytical and problem-solving skills
* Proficiency in data analysis tools and software (e.g., Excel, Power BI, or other statistical tools)
* Proven case investigation and good analytical skills and ability to work within defined procedures and regulatory requirements
* Good attention to detail, accuracy, ability to multitask and manage/prioritise workloads
* Ability to work within and be compliant at all times with all relevant regulations and legislation applicable to this role
* Excellent planning, time management and organisation skills with the ability to work to deadlines while adhering to procedures
* Have a high standard of writing, presentation and numerical skills
* Possesses self-confidence, initiative and drive with the ability to perform within a team
* Displays a high standard of professionalism at all times
* Positive flexible attitude, be committed and keen to learn new skills/systems
* Excellent IT skills and ability to understand complex data
* Ability to familiarise yourself with legislation and rulings of the Court of Justice of the European Union (CJEU)
* Previous experience in case handling in regulatory or compliance industries
* Experience working with customer service management or equivalent systems
Application
Applications must consist of the following to be considered for shortlisting:
* A letter of motivation (max. two A4 pages) outlining why you wish to be considered for the post and where you believe your skills and experience meet the requirements of the position.
Complete applications including a CV and letter of motivation should be received no later than 5pm, 5th June 2025.
Candidates should note that eligibility to compete is open to citizens of the European Economic Area (EEA), Switzerland, the UK and those with an IRP with stamp 4. To qualify candidates must be citizens of the EEA, Switzerland, the UK or have an IRP with stamp 4 on the date of application.
Please click this link to view current member states in the EEA:
Countries | European Environment Agency's home page
The IAA are not in the position to offer sponsorship for this role.
The IAA is an equal opportunities employer and welcomes applications from people from diverse backgrounds and under-represented groups including ethnic minority and people with disabilities.
Seniority level
* Seniority level
Associate
Employment type
* Employment type
Full-time
Job function
* Job function
Analyst and Administrative
* Industries
Airlines and Aviation, Government Administration, and Consumer Services
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