Air Passenger Rights Policy and Compliance Analyst

Abyssal S.A; Dublin; On-site; EUR 40,000 - 60,000; Full time

Job summary

A leading company is looking for an Air Passenger Rights Policy and Compliance Analyst to join their team in Dublin. The successful candidate will be responsible for supporting regulatory responsibilities, analyzing compliance data, and conducting inspections at airports. This role requires strong analytical skills, experience in regulatory policy, and excellent communication abilities. The position offers a full-time permanent contract with a competitive salary, ensuring their commitment to high professional standards.

Benefits

Access to cycle to work scheme

Tax free travel benefits

Employee Assistance Programme

Health and wellbeing initiatives

Learning and Development opportunities

Qualifications

• Minimum 2 years experience in a relevant area.
• Experience on regulatory policy issues.
• Ability to manage and analyze data.

Responsibilities

• Research and suggest policy courses of action for IAA.
• Analyze passenger complaint databases for compliance.
• Lead inspections of airports to monitor compliance.

Skills

Analytical skills

Problem-solving

Communication

Data analysis

Education

Third level qualification in a relevant discipline

Tools

Excel

Power BI

Job description

Air Passenger Rights Policy and Compliance Analyst

• On-site

Role: Air Passenger Rights Policy and Compliance Analyst

Salary Scale: Commensurate with the experience and qualifications of the successful candidate.

Reports to: Air Passenger Rights Manager

Location: The Times Building, 11-12 D'Olier Street, Dublin 2.

Position:Full time

Duration:Permanent

THE IRISH AVIATION AUTHORITY

The Irish Aviation Authority (IAA) is the single aviation regulator for Ireland. We are responsible for the regulation of safety, security and consumer interests. For more information, please visit our website: About the Irish Aviation Authority (iaa.ie).

Mission : The Irish Aviation Authority regulates to the highest professional standards to ensure a safe, secure and consumer-focused aviation environment. Through regulations, we support word class performance and innovation in Irish and global aviation.

Values : Our values reflect what we believe in and how we behave when engaging with each other, our clients and partners, and the society in which we live.

Safety defines us: We are the industry experts and the authority in our field.

The passenger is central: We protect the interests of passengers in everything we do.

We champion excellence: Individually and collectively, we ensure that our practices and performance are of the highest standard in global aviation, and consistently implemented.

Our value is in our people: Our professionalism and commitment are at the heart of everything we do.

Clear and responsive: We are accessible. We meet and surpass our public service commitments and strive to provide clarity and promote understanding in all aspects of regulation.

Collaborative: We promote teamwork within the Authority, and work with stakeholders and clients to find solutions.

We promote sustainable and responsible practices: Aiming to promote the development of aviation in a sustainable and responsible way, meeting the imperative to protect our shared environment.

Job Description

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

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.

Job requirements

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

KEY COMPETENCIES REQUIRED FOR EFFECTIVE PERFORMANCE:

For assessment of applicants the following competency model will be used. This model reflects the changing and more complex environment in which those at this level operate. Each competency is supported by a list of key performance indicators set out below.

EFFECTIVE PERFORMANCE INDICATORS

People Management: (In regard to working as part of a team)

Consults and encourages the full engagement of the team, encouraging open and constructive discussions around work issues

Gets the best out of individuals and the team, encouraging good performance and addressing any performance issues that may arise

Values and supports the development of others and the team

Encourages and supports new and more effective ways of working

Deals with tensions within the team in a constructive fashion

Encourages, listens to and acts on feedback from the team to make improvements

Actively shares information, knowledge, and expertise to help the team to meet its objectives

Analysis & Decision Making:

Effectively deals with a wide range of information sources, investigating all relevant issues

Understands the practical implication of information in relation to the broader context in which they work– procedures, divisional objectives etc.

Identifies and understands key issues and trends

Correctly extracts & interprets numerical information, conducting accurate numerical calculations

Draws accurate conclusions & makes balanced and fair recommendations backed up with evidence

Delivery of Results:

Takes ownership of tasks and is determined to see them through to a satisfactory conclusion

Is logical and pragmatic in approach, setting objectives and delivering the best possible results with the resources available through effective prioritisation

Constructively challenges existing approaches to improve efficient customer service delivery

Accurately estimates time parameters for project, making contingencies to overcome obstacles

Minimises errors, reviewing learning and ensuring remedies are in place

Maximises the input of own team in ensuring effective delivery of results

Ensures proper service delivery procedures/protocols/reviews are in place and implemented

Interpersonal & Communication Skills:

Modifies communication approach to suit the needs of a situation/ audience

Actively listens to the views of others

Liaises with other groups to gain co-operation

Negotiates, where necessary, to reach a satisfactory outcome

Maintains a focus on dealing with customers in an effective, efficient, and respectful manner Is assertive and professional when dealing with challenging issues

Expresses self in a clear and articulate manner when speaking and in writing

Specialist Knowledge, Expertise and Self-Development:

Displays high levels of skills/ expertise in own area and provides guidance to colleagues

Has a clear understanding of the role, objectives, and targets and how they support the service delivered by the unit and Department/ Organisation and can communicate this to the team

Leads by example, demonstrating the importance of development by setting time aside for development initiatives for self and the team

SELECTION PROCESS

The Selection Process may include:

Shortlisting of candidates, based on the information contained in their application.

A competitive preliminary interview which may include a presentation.

Psychometric testing.

Work sample/role play/media exercise, and any other tests or exercises that may be deemed appropriate.

A second competitive interview which may include a presentation.

Garda Vetting

Shortlisting

The number of applications received for a position generally exceeds that required to fill the position. While a candidate may meet the eligibility requirements of the competition, if the numbers applying for the position are such that it would not be practical to interview everyone, we may decide that a smaller number will be called to the next stage of the selection process. In this respect, we provide for the employment of a shortlisting process to select a group who, based on an examination of the application forms, appear to be the most suitable for the position.

This is not to suggest that other candidates are necessarily unsuitable or incapable of undertaking the job, rather that there are some candidates, who based on their application, appear to be better qualified and/or have more relevant experience.

Application documents will be reviewed against shortlisting criteria. The shortlisting criteria may include both the essential and desirable criteria specified for the position. It is therefore in your own interest to provide a detailed and accurate account of your qualifications/ experience in your application.

References

It would be useful if you would begin to consider names of people who would be suitable referees and that we might consult (2 names and contact details). The referees do not have to include your current employer but should be able to provide a reference for you. The referees should be able to provide relatively recent information on your performance and behaviour in a work context.

You may wish to select referees that can provide such information from different perspectives or in different work contexts. Please be assured that we will only contact referees should you come under consideration after preliminary interview stage. Please note, should you be successful at final interview, we will require a reference from your current employer prior to recommendation for appointment.

Successful candidates may be required to complete several clearance processes such as Health and Character Declaration and any other relevant checks required for the particular role.

Other Important Information

The IAA will not be responsible for refunding any expenses incurred by candidates.

The admission of a person to a competition, or invitation to attend interview, or a successful result letter, is not to be taken as implying that the IAA is satisfied that such a person fulfils the requirements or is not disqualified by law from holding the position.

Prior to recommending any candidate for appointment to this position the IAA will make all such enquiries that are deemed necessary to determine the suitability of that candidate. Until all stages of the recruitment process have been fully completed a final determination cannot be made nor can it be deemed or inferred that such a determination has been made. Should the person recommended for appointment decline, or having accepted it, relinquish it, the IAA may at its discretion, select and recommend the candidate who came second for appointment on the results of this selection process.

Applications will be treated in strict confidence. Deeming of candidature to be withdrawn - Candidates who do not attend for interview when and where required, or who do not, when requested, furnish such evidence as the IAA require in regard to any matter relevant to their candidature, will have no further claim to consideration.

Candidates' Obligations

Candidates should note that canvassing will disqualify and will result in their exclusion from the process.

Candidates must not:

· knowingly or recklessly provide false information

· canvass any person with or without inducements

· interfere with or compromise the process in any way

In addition, where a person found guilty of an offence was or is a candidate at a recruitment process, then:

· where they have not been appointed to a post, they will be disqualified as a candidate and

· where they have been appointed after the recruitment process in question, they shall forfeit their appointment.

Salary Rate

The salary will be commensurate with the experience and qualifications of the successful candidate.

Probationary Period

The position is subject to a probationary period of 6 months from the date of actual commencement and is subject to the provision of satisfactory performance during that period.

Hours of Work

The hours of work are 36 hours per week. Standard working hours at the IAA are:

Monday to Thursday: 9:15am to 5:30pm with 1-hour lunch break

Friday: 9:15am to 5:15pm with 1-hour lunch break

Annual Leave excluding public holidays is 23 days per annum.

Pension

The successful candidate will on date of joining become a member of the Irish Aviation Authority pension scheme details of which will be communicated to the successful candidate on offer of appointment.

Other Benefits

· Access to cycle to work scheme

· Tax free Bus/ Luas/ Rail to assist with travel costs to and from work

· Access to Employee Assistance Programme

· Access to IAA health and wellbeing initiatives

· Learning and Development opportunities

Location

The IAA is based in the Times Building, 11-12 D'Olier Street, Dublin 2 near Trinity College. We are convenient to all Luas lines; several Dublin Bus routes and are about 5 minutes from Tara Street Railway Station. We are also just minutes from O’Connell Street and St. Stephen’s Green.

Hybrid working arrangements may be agreed in line with IAA Remote Working Policy.

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:

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.

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IAA General Privacy NoticeIntroduction

This Privacy Notice describes the ways in which the Irish Aviation Authority (“IAA”, “We”, “Our” or “Us”) collects, stores and uses your personal data. This Privacy Notice relates to personal data processed by the IAA for a number of different purposes, including via our website www.iaa.ie and customer portal MySRS ( iaa.mysrs.ie ). The Irish Aviation Authority is committed to safeguarding all personal data we handle and adhering to our responsibilities under Data Protection Law. We kindly ask you to provide us with the specific personal information we explicitly request. Please refrain from submitting any personal information that we have not solicited.

The IAA processes personal data for a number of different purposes, which arise from its statutory powers, functions and duties. The IAA is committed to protect all personal data that we collect and process through various channels such as our websites, license application forms, claim forms, complaint forms, phone, email, post, etc. The IAA is the Data Controller for all personal data that we process unless otherwise stated. Please read this Privacy Notice carefully and ensure that you understand it.

This Privacy Notice is provided to you in line with our obligations under the General Data Protection Regulation (2016/679/EU) (GDPR) and Data Protection Act (DPA) 2018; It sets out the following:

Overview of Personal Data Processing in the IAA

Purpose of Personal Data Processing

The IAA collects and processes various categories of personal data depending on our relationship with you.

If you are an applicant/complainant:

Information that you provide by filling in forms on our website www.iaa.ie and customer portal (MySRS) or in paper copy. This includes:

If you are filing a safety concern

We process personal data that is submitted to us as part of the aviation safety related occurrence report/s.

If you sign up for newsletters, updates or customer portal (MySRS)

We obtain your name and email address for the purpose of providing you with a newsletter or updates about IAA services. You have the right to unsubscribe to these newsletters and updates at any time, if you wish to do so. Two-factor authentication is mandatory for using your identity-verified account to safeguard your personal data.The account will not permit transactions without two factor authentication being enabled.

If you or your employer provide your details in connection with aviation security functions

If you hold certain security posts or roles identified under the EU Aviation Security Regulations, we hold the contact details provided on an IAA database and also upload them as required on the European Commission (EC) databases.

Where a security manager submits a report of an incident, details may be shared with other relevant bodies and / or to the EC.

If you are present at IAA office

To ensure safety and security on our office premises, we have installed CCTV cameras to record images and videos, and we maintain a log register of visitors.

If you are a current or prospective vendor

We use your personal data for the purpose of contacting and corresponding with you. We also obtain your personal information through materials you may provide to us in relation to the services/products you supply to us, as well as your bank account and/or other payment details for the purpose of paying your fees.

If you are a job applicant:

As part of our recruitment process, we handle personal data that you provide us when applying for a job. If you are applying for a temporary position, we may indirectly obtain your personal data from recruitment agencies. We may collect various types of personal data from you, including your name, address, personal public service number, contact details such as email address and telephone number, details about your qualifications, skills, experience, and employment history.

Web forms may be used to submit queries, complaints, course registration and other communications to the IAA. We use your personal data provided via website to respond to you in the most efficient way.

If you contact us via twitter phone, email, post or social media.

We collect your name and contact details for the purpose of responding to you.

If you are submitting response to a public consultation

We process your personal data provided by you as a part of response to a public consultation.

Categories of Data We Collect and Process

We collect and process your personal information required for various purposes set out above. This may include, name, date of birth, the organisation or company you work for, contact details such as phone number, email address and postal address, employment history, education and qualification details, references, financial details, signatures, visual images and any other personal information provided to us during the course of performance of our functions.

Special category data:

We also process special category personal information that may include, physical or mental health details, trade union membership, offences (including alleged offences), criminal and legal proceedings, outcomes and sentences, racial and ethnic origin and sexual orientation.

Lawful Grounds for Processing Personal Data:

The IAA complies with its obligations under the data protection legislations. We only collect, utilise and share your data in strict adherence with these laws and principles. Your data will only be collected, processed or shared by the IAA if the processing is:

We rely on one or more of the above-mentioned lawful grounds to process your personal data.

Recipients of Personal Data

The IAA shares your personal data with various third parties, including our service providers and other competent authorities. The recipients are only provided with access to your personal data based on need-to-know basis. Some of these recipients are our Data Processors, i.e., they can process your personal data that they receive from us only on our instructions and under our monitored control.

All third-party recipients with whom we share personal data are required to ensure confidentiality, integrity and availability of personal data. They are required to implement appropriate technical and organisational measures to protect it against accidental loss, destruction, unauthorised access or damage. Third-party service providers i.e., Data Processors are subject to a contract which incorporates a duty of confidentiality and a data processing agreement.

Below is a list of third parties with whom we share personal data:

These recipients include third party agents or subcontractors who work on our behalf and provide us with expertise or assistance in areas such as legal, compliance, audit, debt collection, credit agencies, IT or insurance.

We reserve the right to update this list as the need arises.

Data Transfer Outside the European Economic Area

Personal data that we collect may be transferred, stored, processed and accessed from other jurisdictions throughout the world. Laws in these other jurisdictions may differ and may not provide an equivalent level of data privacy, security, and protection as the EEA. Where your data is transferred outside the EEA, we ensure that there are appropriate safeguards in place, such as EU Commission approved Standard Contractual Clauses.

Data Security Measures

The IAA has put in place adequate and appropriate technical and organisational security measures to protect your personal data against accidental or unlawful destruction, loss, alteration, unauthorised disclosure, or access. In circumstances where third-party service providers have access to personal data on need-to-know basis will only process your personal data on our instruction and are subject to a contract which incorporates a duty of confidentiality and are required to have appropriate security measures in place to protect personal data.

We have also put in place procedures to deal with any suspected personal data breach and will notify You and any applicable regulator of a breach where we are legally required to do so.

Data Retention Period

The IAA will retain your personal data for as long as it is necessary to fulfil the purposes for which it was collected. However, we may be required by applicable laws and/or regulations to hold your data for longer than this period.

Unless legally obliged to the contrary, the IAA will delete your personal data in line with our Records Retention Policy.

Automated Decision-Making

We do not subject any individuals to automated decision making. However, we do use automatic processing technology on our Customer Portal as explained below:

Minimum Age and Consent Requirement

The minimum age to set-up an account on MySRS portal is 16 years. You are required to acknowledge you meet this requirement and provide consent when creating your account.

After reading the Data Privacy Statement the following consent statement must be affirmed before creating a portal account, ‘I have read the IAA privacy notice and by selecting Sign up, I confirm that I am at least 16 years or older and I consent to creating an account using my personal data provided. I understand that I will have to provide proof of my age when verifying my identity’.

Processing of Children’s Personal Data

In certain circumstances we collect and process children’s personal data. For example: to process air passenger complaints filed under Regulation (EC) No 261/2004 and Regulation (EC) No 1107/2006.

Your Data Protection Rights

As a data subject you have the following rights under the data protection legislation:

For full details on your rights please see the following here .

To exercise any of the above rights or if you have any queries concerning data protection in the IAA, please contact our Data Protection Officer using the contact details provided below:

Post:Data Protection Officer, Irish Aviation Authority, The Times Building, 11-12 D’Olier Street, Dublin 2, D02 T449, Ireland.

Alternatively, you can fill in a copy of this data subject rights request form here and submit to our DPO via email or post.

We will respond to you within 1 month of receipt of your request.

Right to Lodge a Compliant

If you are dissatisfied with how we process your personal data, you have the right to complain to the Data Protection Commission, the data protection supervisory body in Ireland via:

Telephone: [phone]

Changes to this Data Privacy Notice

We may make amendments to this Notice from time to time (for example, if the law changes). Any changes will be immediately posted on our website. We recommend that you check this page regularly to keep up to date.

If you have an account with the customer portal (MySRS) you will be required to read and to reaffirm consent when the change to this statement is published.

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