Proactive Customer Communications Executive

That’s why we believe in putting our people in control of their careers, encouraging all those who work for us to view and apply for internal job opportunities right across our airline.

Perhaps you’re ready to move upwards and take on a new challenge within your business area. Or maybe you’re inspired to move to a different department and broaden your experience.

Whichever direction you’re headed next, we want you to be able to progress in a way that feels right for you, with the support of your manager.

British Airways never stands still, and we don’t expect our people to either.

The Role: Proactive Customer Communications Executive [Entry level role]

What You’ll Do

• Ability to deliver detailed and timely communications to customers when in disruption, including the distribution of Hotel and Light
• Responsible for a delivering the customer response using our comms platform in scenarios such as delays, night stops, diversions and cancellations, including hotel and voucher issuance, enacting the plan set out with the Customer Care Ops Managers
• As part of a 24/7 operational team, you are responsible for delivering a customer centric approach throughout the customer journey, intervening where necessary and reducing customer effort
• Refreshment Digital and Non-Digital Voucher solutions to improve customer experience and provide duty of care
• Be accountable for creating an environment driven towards proactive service, communications and boosting NPS, delivering our Five Fundamentals of Proactive Customer Care
• Work collaboratively across key stakeholder groups, to deliver tailored, meaningful and cost-effective service recovery
• opportunities
• Protect our most vulnerable, high value and important customers through personalised channels in mass disruption, informing them proactively where possible that we are here to help when they need us
• Actively support on other initiatives if required

What You’ll Bring To British Airways

• Passionate about British Airways drive to deliver excellent customer service
• Able to deliver and lead long term strategy, gaining buy in from colleagues
• A passion for learning and adapting in an ever changing environment
• Displays inspiring and supportive leadership skills & behaviours
• Excellent stakeholder management
• Strong communication, negotiation and influencing skills
• Emotionally resilient with well-developed coping skills
• Reacts positively to change and will challenge the status quo
• Awareness of external and competitor propositions
• Experience of implementing change within a operational environment
• Cross functional team working
• Experienced in an environment where health and safety are paramount

Your Experience

• Confident in written communication to be sent to large audiences (English)
• Ability to collaborate with colleagues effectively
• Confidence and understanding on how to navigate a large organisation (OpCo and/or Group) to achieve objectives at
• senior levels
• Able to make decisions in a timely fashion
• Showing resilience in times of adversity and change
• Previous experience of working within an operational environment
• Experience in 15Below/Salesforce is ideal

What We Offer

We believe that all the people who work with us should feel valued for the part they play. It’s one of the reasons our rewards go far beyond a competitive salary.

From the day you join us, you’ll get access to brilliant staff travel benefits including unlimited basic and premium standby tickets on British Airways flights. You’ll also receive up to 30 discounted ‘Hotline’ airfares per year for yourself, friends, and family.

At British Airways you’ll have the chance to take on new challenges and move forward in a way that feels right for you. We encourage all those who work for us to consider opportunities right across our business to help you develop and progress.

We never stand still, and we don’t expect our people to either.

Inclusion & Diversity

At British Airways we all have a part to play in creating an inclusive place to work. Diverse representation among our people is really important to us and we recognise that all our colleagues are uniquely different and bring their own originality, creativity and identity to work.

Inclusion and diversity is a key driver of innovation and we’re committed to creating a culture where everyone feels that they can be themselves. We’re looking for people from all backgrounds and cultures to join us and be a part of our journey to become a Better BA as we continue to connect Britain with the world and the world with Britain