Technical Support Officer

Salary: £32,000 to £35,000 – (dependent on experience)

Contract Type: Permanent – Full time

Location: Gatwick – Hybrid

Visa Restrictions: This position does not offer visa sponsorship.

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.

The Role

The Technical Support Officer in the Licensing Assessment Team acts as a focal point for queries, support, and escalations across the Aviation Services pillar, primarily liaising with Airworthiness and AAA, as well as the Contact Centre. Support will be provided to the management team via the handling of escalations, data breaches and technical input for complaints.

The TSO will be an interface between the Licensing Assessment team and capability areas, ensuring that any technical information, policy changes or process updates are disseminated, the appropriate guidance and documentation amended, and formal training delivered to the team as required. Relationships will be curated with Airworthiness, AAA, policy, Comms and the SSC Product Owner.

The TSO will be responsible for the quality of issued licenses and respond to enquiries from industry and the public that require a comprehensive understanding of UK ANO, Part-66, and ICAO regulations.

Core Accountabilities

• Key member of the Licensing Assessment team responsible for investigating technical licensing enquiries referred by Licensing Assessment and provide policy and technical advice to those enquiries, using contacts within the capability teams as required
• Provide Support to the Team Manager of Licensing Assessment and Head of Aviation Services for aspect of licensing policy work
• Responsible for the creation, maintenance, upkeep and amendment of specified documents and publications, including website pages, application forms, work instructions and training materials
• Co-ordinate and assist in the dissemination of regulatory and policy information to staff and customers, verbally, in writing and through mediums such as PowerPoint and SkyWise
• Interact with industry, other aviation authorities and the public on technical and policy queries
• Investigate breaches of requirements and review of complex cases with the capability areas
• Input into changes affecting Engineer Licensing and Air Traffic Services including testing for new systems and forms, and providing technical guidance for the wider organisation
• Manage working relationships effectively between specialist staff, licensing and airlines/organisations ensuring we offer expert technical advice with the highest level of professionalism, integrity, and respect
• Investigate and respond to escalated customer issues in an effective manner
• Delivery of Engineering and Air Traffic Services licence application training to officers using on-the-job, classroom and online training methods, ensuring coverage of all regulatory and procedural aspects of the role
• Quality assurance of licenses being issued, delivering feedback on identified errors and implementing corrective action as required

About You

Minimum essential requirements for the role:

• Sound written and verbal communication skills and a confident manner in dealing with people of all levels of seniority, including members of the public and other regulatory authorities
• Role model the expected behaviours, performance and timekeeping expected of the licensing team
• Keen eye for detail to ensure quality standards are being met by licensing team
• Friendly and approachable manner, with the ability to provide feedback to officers where issues or errors are identified
• Ability to apply regulations with discretion and consistency
• Planning and delivery of training that meets the defined requirements
• Knowledge of IT applications with hands-on experience of databases
• Good powers of expression, with strong verbal and written communication skills
• A proactive attitude with the ability to self-manage workload, output and accuracy that meets the required standards
• An aptitude for lateral thinking and for determination in seeing change planned and implemented in a methodical manner
• A well-developed level of interpersonal skills to deal tactfully and diplomatically with stakeholders at all levels, with the ability to negotiate and influence others
• Ability to manage working relationships effectively between colleagues and our customers ensuring we provide the highest level of professionalism, integrity and respect in line with our CAA Values and Behaviours

Desirable skills for the role:

• Comprehensive knowledge of Engineering and Air Traffic Services (ATS) licensing processes. Full ab initio training will be delivered across all aspects of Engineering and ATS as required
• A wide general knowledge of civil aviation, aircraft and aviation practices
• Understanding of quality management systems and audit methodology
• A thorough understanding of the principles and practices of licensing
• A wide and in-depth experience of the administrative and licensing processes
• Experience in the delivery of training materials
• Knowledge of the CAA’s statutory role and responsibilities and the ability to convey this to stakeholders

Additional Information

For many appointments within the CAA, these roles require access to operationally sensitive infrastructure and/or Nationally Protected information. For these roles the post holders must undergo National Security Vetting and achieve the appropriate level of clearance.

BPSS – To be vetted you must have the right to work in the UK so that meaningful checks can be undertaken.

If you do not meet these requirements, we may not be able to accept your application.

For more information on BPSS clearance please visit – BPSS clearance

The CAA values high ethical standards and personal integrity among employees. If invited for interview you will be asked to complete a declaration of interest.

Relocation & Property

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

Inclusivity

We are proud to be an equal opportunity employer and celebrate our diversity ensuring all are backgrounds included here at the CAA. As a member of the Disability Confident scheme, applicants who meet the minimum criteria for a role with us will be guaranteed an interview.

Our Benefits

We offer a range of excellent benefits such as:

• Flexible & hybrid working arrangements available
• 28 days annual leave + public holidays (additional 5 days leave purchase scheme)
• Generous pension scheme (Up to 12% employer contribution)
• Wellbeing Room at Gatwick
• Mental Health and Suicide First Aiders
• Employee Assistance Programme, talking therapies and neurodiversity support via Occupational Health & access to Headspace for colleagues and 5 dependents
• Free onsite gym at Gatwick or discounted gym membership for London
• EV charging points
• Employee Development courses internally and via Skillsoft

Our Values

Do The Right Thing, Never Stop Learning, Build Collaborative Relationships, Respect Everyone – For more information please Click Here

Closing Date: Sunday 19th October 2025

Interview Date: w/c Monday 27th October 2025

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.

No recruitment agencies please.

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