Proactive Customer Communications Executive

5 months ago

Heathrow, United Kingdom British Airways 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**:
**Proactive Customer Communications Executive**

Supporting the Customer team to deliver clear and concise customer communication to disrupted customers within the operational window. Working within the IOC cells to aid customer journeys across the global BA network. The role will champion the customer and ensure focus on NPS when the customer is disrupted.

**What you’ll do**:

- As part of a 24/7 operational team, you are responsible for delivering and driving a customer centric approach throughout the customer journey and intervening where necessary
- Co-ordinates the customer response plan defined by the Proactive Customer Care team during irregular operations including diversions, cancellations and night stops by working with the wider teams in the IOC and the airports where required
- Delivers precise and prompt communications, ensuring clear communications that include distribution of Hotel and Light Refreshment Vouchers (where available) to enhance customer experience and satisfaction
- Responsible for enacting the plan defined by the Customer Co-ordinator to protect transfer customers and deliver misconnection responses
- First point of contact to resolve customer issues across the part of the network that the cell is responsible for, offering best solutions within defined parameters such as EU261 and minimising NPS negative sentiment
- Tracks high profile groups to ensure they are considered during decision making of customer disruption plan
- Collaborates with all stakeholders in the IOC, Engagement Centres and Proactive Customer Care to identify opportunities to reduce or minimise disruption that would impact our customers
- Open communication channel to the Proactive Customer Care team to ensure the customer remains at the heart of the decision-making process
- Continuously identifying unique ways to deliver bespoke messages to our customers when required

**What you’ll bring to British Airways**:

- Passionate about and experience of delivering excellent customer service
- Able to embrace change and innovation alongside BA strategy
- Positive and team focussed attitude with the ability to challenge constructively
- Displays & role models inspiring and supportive leadership skills & behaviours
- Strong communication, negotiation and influencing skills
- Emotionally resilient with well-developed coping skills
- Reacts positively to change and will challenge the status quo
- Excellent customer focus, understanding what drives customer satisfaction
- Ability to embrace and utilise new forms of technology and processes
- External and competitor oriented
- Cross functional team working
- Manage your time effectively
- Experienced in an environment where health and safety are paramount

**Your experience**:

- Previous experience of working within an operational environment is desired
- Working with new systems
- Confident in written communication to be sent to large audiences (English)
- Experience of influencing positive change culture amongst an operation team
- Understands how to navigate a large organisation (OpCo and/or Group) to achieve objectives
- Analytical ability

**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

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