Job Description
We’re proud of our homes in the North, with our Customer Service Advisors based at either Manchester or Newcastle. Fancy being part of the action? Full and part-time opportunities are available, as are various shift patterns.
You'll handle a diverse range of contacts from customers in every corner of the globe, playing a crucial role in helping us to connect Britain with the world, and the world with Britain. From answering queries, and creating and changing bookings, every contact is different. You'll encounter a huge variety of customer situations, with every day bringing something new.
Whether dealing with first-time BA customers, or the much-loved frequent-flying members of our Executive Club, you'll aim to delight each one in a way that feels good to you. We'll empower you with the freedom to find the best solution for the customer using your knowledge of our vast network and world-class products.
Benefits and Offers
Basic reward package £18,500 , with further increases following successful completion of probation plus shift pay and achievable monthly performance related incentive reward
A comprehensive training programme so that you are able to deal with the variety of customer situations
32 holiday days a year, inclusive of bank holidays
We offer significant flight and holiday discounts
The Global Engagement Centres operate 365 days a year between 0800 to 2015 hours. Working patterns consist of 7.5 paid hours a day, 7 days a week, Monday-Sunday
You’ll enjoy flexibility in your lifestyle, with days off through a rolling roster, you’ll have the freedom to plan your life outside of work.
Potential options for hybrid working once you have completed office based new entrant training and consolidated your classroom learning
Opportunities to achieve your potential - career development in engagement centres and across the company
What’s more, you’ll enjoy a great culture where we value our staff and have a real friendly and open atmosphere.
Duties and Responsibilities
Your main responsibilities in this role include the following:
Job Requirements
A genuine passion for helping people
Ambition to succeed at any challenge
A desire to go above and beyond for our customers
Proven experience of providing excellent customer service, preferably through a variety of different platforms
An ability to build rapport through various mediums and identify products and services that meet and exceed customer expectations
An ability to professionally handle multi-channel customer contacts, promote the BA brand, products and services, providing a high level of service and achieve first contact resolution
Strong, clear and effective communication skills so you exceed customer expectations
A genuine interest in travel and keen to acquire knowledge of our great destinations, our systems and our airline
The right to live and work in the UK without sponsorship from British Airways
A team player who is resilient, proactive and self-confident
Empathetic and able to put yourself in the customer’s shoes
Flexible and adaptable, open to change and new ways of working, with a positive can-do attitude
PC literate and capable of operating new systems with confidence and accuracy
Educated to GCSE level or equivalent
Articulate with good use of the English language
Job Details
Company: British Airways
Employment Type: Full-time Job
Job Location: Manchester, United Kingdom
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