Air Passenger Rights Officer

The IAA is the civil aviation regulator for Ireland. We are responsible for the regulation of safety, security, and consumer interests. Our responsibilities are set out in the framework of applicable global, European, and national legislation/regulation.

We are seeking a high achieving individual to join our Air Passenger Rights (APR) team.  Reporting to the Air Passenger Rights Manager, the successful candidate will support the discharge of the IAA's responsibilities in respect of Regulation (EC) No 261/2004, which is enforcement of Air Passenger Rights in the event of Denied Boarding, Cancellation and Long Delays to flights covered by the Regulation.  The role will typically include activities such as: 

Principal Duties and Responsibilities  

• Manage own case load to assess, initiate and investigate cases to a high regulatory standard in respect of Air Passenger Rights. 

• Meet case targets and KPIs as set out by APR Manager. 

• Monitor and review responses from airlines and/or airports on a continuous basis and ensure the follow-up process to conclusion is obtained. 

• Liaise with National Enforcement Bodies (NEB’s) in other European member states and other contacts as required during case investigation and brief the APR Manager. 

• Prepare case summaries and recommendations to the APR Manager as required to ensure own case load is actively managed. 

• Respond and deal with both written and verbal enquiries from the public and other stakeholders.

• Prepare written responses to passengers, airlines and other stakeholders to high quality standard.

• Keep query and case records up to date at all times in line with processes and procedures. 

• Proactively manage own case load and monitor response times within regulatory timeframes. 

• Support the APR Manager to meet annual work plan and organisational strategic objectives. 

• Assist with the preparation of our Annual Report and deliver our Strategic Goals as set out in the Strategic Plan. 

Skills and Qualifications 

Required: 

• A minimum of 2 years of experience in a relevant area.  

• Experience working in a regulatory, compliance, complaints handling, or investigative role.

• Ability to assess evidence, investigate issues, and make sound, objective decisions 

• Ability to interpret and apply policies, procedures, and regulatory frameworks 

• Excellent attention to detail and critical thinking skills 

• Strong time management skills and demonstrable experience working to meet deadlines, KPIs, and service levels 

• Proactive approach to progressing cases and following up to resolution 

• Excellent written communication skills, with the ability to produce clear, structured, and professional responses 

• Strong verbal communication skills for engaging with a range of stakeholders including the travelling public and aviation industry professionals 

• Ability to explain complex issues in a clear and accessible way 

• Strong customer focus with the ability to handle queries in a professional, empathetic, and efficient manner 

• High level of attention to detail in maintaining accurate records and documentation 

• Ability to work both independently and as part of a team 

• Willingness to support wider team objectives and organisational goals 

• Experience preparing reports, summaries, or recommendations 

• Ability to present findings clearly to support decision-making 

• Experience using case management systems or CRM tools 

• Ability to track and report on performance metrics/KPIs 

• Excellent IT skills, including the full range of O365 is a prerequisite. Ability to familiarise and become proficient with specialist software is also required.  

• Experience preparing reports, summaries, or recommendations 

• Ability to present findings clearly to support decision-making 

• Experience using case management systems or CRM tools 

• Ability to track and report on performance metrics/KPIs 

Desirable:

• A third level qualification in a relevant discipline such as Law, Regulation or Compliance, Public Administration, Business Studies / Business Administration, Aviation Management, Consumer Protection, Social Policy, European Studies, Transport Management 

• Familiarity with interpreting legislation, policies, or guidelines 

• Awareness of aviation, travel, and/or passenger rights issues 

• Understanding of how airlines and airports operate 

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 and stakeholder engagement) 

• 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 is aligned with the Aviation Executive pay scale (Incremental Scale €36,225 to €71,151). 

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 Attendance  

Hours of attendance will be fixed from time to time but will amount to not less than 41 hours gross per week. The successful candidate will be required to work additional hours from time to time as may be reasonable and necessary for the proper performance of their duties subject to the limits set down in the working time regulations.

Annual Leave  

Annual Leave excluding public holidays is 23 days per annum rising to 24 days after 5 years’ service, 26 days per annum after 10 years’ service, 27 days per annum after 12 years’ service and 28 days per annum after 15 years’ service. 

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 Flexible 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

• A comprehensive CV

Complete applications including a CV and letter of motivation should be received no later than 5pm Friday 28th August 2026.

Eligibility  

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.

The IAA are not in the position to offer sponsorship for this role.  

The IAA promotes equity, diversity, and inclusion and welcomes applications from people from diverse backgrounds and under-represented groups including, but not limited to, ethnic minority and people with disabilities. IAA firmly believes that such diversity enriches our workplace culture and drives innovation.

If you have a disability or need any specific accommodations during the application or selection process, please let us know. We are committed to providing reasonable adjustments to ensure all candidates have an equal opportunity to participate fully in the recruitment process. You can contact us at human.resources@iaa.ie.