Technical Support Officer - PACT

The Technical Support Officer (TSO) in the Passenger Advice and Complaints Team (PACT) serves as the primary point of contact for queries, support, and escalations across the Aviation Services pillar, liaising with colleagues in the Consumers and Markets Group (CMG) and external stakeholders. Working alongside our existing TSO, the role holder will provide technical input for complaints, manage escalations, and ensure regulatory updates and process changes are communicated, documented, and incorporated into training delivery. The TSO also maintains relationships with CMG, complaints, and FOI teams. The TSO is responsible for complaint quality assurance and responding to industry and public enquiries requiring knowledge of UK 1107 about assistance for disabled and reduced mobility passengers, UK 261 for delayed and cancelled flights, downgrade and denied boarding, and Montreal Convention for cases of lost, delayed, or damaged baggage. Core Accountabilities

• Investigate enquiries and disputes referred by PACT, providing advice and liaising with capability teams as needed.
• Support the PACT Team Manager and Head of Aviation Services on regulatory issues.
• Create, maintain, and update documents and publications, including website content, forms, work instructions, and training materials.
• Disseminate regulatory information to staff and customers through written, verbal, and digital channels.
• Interact with industry, aviation authorities, and the public on regulatory queries.
• Investigate breaches and review complex cases with capability areas.
• Contribute to system and process changes, including testing new systems and forms.
• Manage relationships with specialist staff and external stakeholders, ensuring professionalism and integrity.
• Respond effectively to escalated customer issues.
• Deliver training (on-the-job, classroom, and online) covering regulatory and procedural aspects, create supporting work instructions.
• Conduct quality assurance, provide feedback, and implement corrective actions., 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.

Do you have experience in Quality management?, * Strong written and verbal communication skills, confident with stakeholders at all levels.

• Attention to detail and commitment to quality standards.
• Approachable, professional, and able to give constructive feedback.
• Ability to apply regulations consistently and with discretion.
• Strong IT skills, including CRM document management systems.
• Proactive, self-managing, and adaptable in a busy team environment.
• Analytical and problem-solving skills.
• Excellent interpersonal skills for negotiation and influencing.
• Experience designing and delivering training and identifying opportunities for improvement.

Desirable

• Broad knowledge of civil aviation and regulatory frameworks.
• Understanding of quality management systems and audit processes.
• Knowledge of CAA's statutory role and ability to communicate it effectively.
• Legal Practice Course/ Bar Vocational Studies completion preferred, paralegal experience (1-3 years) desirable.
• Ability to mentor team members and enhance technical competence.
• Skilled in converting complex information into clear, engaging learning.
• Highly organised, able to manage multiple priorities.
• Collaborative and independent working style.

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., 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 -