Customer Service Manager

1 month ago

Heathrow, United Kingdom British Airways PLC Full time

As the nation's flag carrier, we take great pride in connecting Britain with the world and the world with Britain.

It's something we've been doing for over 100 years, ever since we launched the world's first international scheduled air service between London and Paris.

This originality has been in our blood since day one. It's the spirit we share with the people that fly with us, our partners, and our colleagues.

So, whether you are a reassuring voice on the end of a phone, a smile at the door, under a wing keeping the turbines spinning or landing us gently in far-flung places, a job at British Airways is yours to make.

We know great things can happen when you're inspired to think big and bring your ambition to work every day, which is why, at British Airways the sky is never the limit.

The role:

An exciting opportunity to join British Airways as a Customer Service Manager has arisen

Working in the Global Engagement Centre, you will lead the Customer Relations team to proactively manage customer service issues using innovative technology. You'll analyse insights and data to evolve our current proposition, leveraging new solutions to set us apart from our competitors.

Your role will contribute to the development of a truly global service model, by providing a comprehensive and forward-thinking approach to customer engagement.

What you'll do:

  • Develop and implement a plan to transform Customer Relations, ensuring best-in-class complaint handling and dispute resolution processes.
  • Optimise business processes through data-driven insights, automation, and streamlining to create an industry-leading customer service proposition.
  • Lead and motivate the Customer Relations team to deliver outstanding customer experiences aligned with the Global Engagement Centre strategy.
  • Drive key performance measures, including complaint reduction and effective case resolution, while encouraging a coaching culture.
  • Manage the Customer Relations compensation budget and build strong stakeholder relationships both internally and externally.
  • Contribute to the Global Engagement Centre leadership team, including on-call duties and potential travel to multiple locations.

What you'll bring to British Airways:

  • Customer-centric leadership with a proven track record of strategy development and execution.
  • Excellent communication skills, including the ability to translate complex data into clear, actionable insights.
  • Strong team-building abilities, passionate about improving performance and delivering customer value.
  • Proven influencing skills, adept at navigating complex relationships and driving difficult decisions.
  • Committed and ambitious, with a talent for driving pace and challenging appropriately to achieve results.

Your experience:

  • Qualification and/or experience in a relevant field.
  • Proven experience leading and engaging a team through transformation, delivering significant culture change is essential.
  • Experience delivering technological solutional to address complex business solutions.

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.

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