Proactive Customer Communications Executive

6 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

  • Proactive Customer Communications Co-ordinator

    6 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...

  • CRM Communications Executive

    8 months ago

    Heathrow, United Kingdom British Airways Full time

    This is a key time to be joining British Airways as we Build a Better BA. We take huge pride in our past - but we’re looking to the future as an airline that loves embracing the best of modern Britain. Our country’s creativity, diversity, style, wit and warmth are the same special qualities that make us who we are. If you’re made of the same qualities...

  • Customer Service Executive

    6 months ago

    Heathrow, United Kingdom Arnold Clark Full time

    **Salary**: £26,000 plus commission and benefits **Type of work**: Permanent **Location**: Heathrow About the role We’re currently looking for a Customer Service Executive to create an outstanding customer experience at our Heathrow Click & Collect branch and help customers get excited about our products. **We offer our Click & Collect Product...

  • Commercial Sales Executive

    3 days ago

    Heathrow, United Kingdom ASI Recruitment Full time

    Success is the sum of small efforts, repeated day-in and day-out.' — Robert Collier Light Commercial Sales Executive Location: Heathrow Area Salary: £24,241.36 Basic | OTE £65,000 Hours: Monday to Friday, 40.75 hours per week (including 1 in 4 Saturdays, 9am – 12pm on a rota) Job Opportunity Are you a driven Sales Executive with a passion for...

  • Commercial Sales Executive

    7 days ago

    Heathrow, United Kingdom CV-Library Full time

    Success is the sum of small efforts, repeated day-in and day-out.' — Robert Collier Light Commercial Sales Executive Location: Heathrow Area Salary: £24,241.36 Basic | OTE £65,000 Hours: Monday to Friday, 40.75 hours per week (including 1 in 4 Saturdays, 9am – 12pm on a rota) Job Opportunity Are you a driven Sales Executive...

  • Customer Experience Lead

    6 months ago

    Heathrow, United Kingdom British Airways Full time

    Looking for a challenge in one of the world’s largest airfreight logistics organisations? At IAG Cargo, we’re in the business of moving things. From antibiotics and rhinoceroses to gold bullion, avocados, and everything in between, whatever people need, wherever they are, IAG Cargo is there to bring them the necessary and niche. As the logistics and...

  • Regulatory Compliance Executive

    7 months ago

    Heathrow, United Kingdom British Airways Full time

    Looking for a challenge in one of the world’s largest airfreight logistics organisations? At IAG Cargo, we’re in the business of moving things. From antibiotics and rhinoceroses to gold bullion, avocados, and everything in between, whatever people need, wherever they are, IAG Cargo is there to bring them the necessary and niche. As the logistics and...

  • Event Executive

    6 months ago

    Heathrow, United Kingdom Sheraton Skyline Hotel Full time

    *** **Specific Duties** The Event Executive: - Is responsible for incoming enquiries, from conversion through to seamless transition to operations for event execution and back to sales. - Provides excellent customer service through every element of the event or group enquiry, utilizing strong selling skills. - Prepares all group and event documentation...

  • Business Support Executive

    6 months ago

    Heathrow, United Kingdom British Airways Full time

    Business Support Executive This is a key time to be joining British Airways as we Build a Better BA. We take huge pride in our past - but we’re looking to the future as an airline that loves embracing the best of modern Britain. Our country’s creativity, diversity, style, wit and warmth are the same special qualities that make us who we are. If you’re...

  • Global Customer Care

    6 months ago

    Heathrow, United Kingdom British Airways Full time

    A career without limits - Download Job Description 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...

  • Multi-Modal Export Executive

    4 weeks ago

    Heathrow, United Kingdom CV-Library Full time

    Our client, a well-respected Mult-National organisation, offering delivery, freight forwarding and logistics services are looking to recruit a Multi-Modal Export Executive, based at the offices in the London Heathrow area. On Offer: * The opportunity to join a well-respected player within the Freight Forwarding sector * A Multi-Modal operations role...

  • Resource Planning Executive

    7 months ago

    Heathrow, United Kingdom British Airways Full time

    Let your originality soar - Download Job Description 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...

  • Partnerships & Interline Executive

    7 months ago

    Heathrow, United Kingdom British Airways Full time

    The Role **The Role** If you aspire to be challenged and gain business-wide exposure at one of the world’s leading air cargo providers, then this opportunity is not to be missed. The role combines commercial, operational and digital elements at executive level with responsibility for delivery of targets for IAGC interline and partnership activities. To...

  • Executive Culinary Artisan

    3 weeks ago

    Heathrow, United Kingdom Compass UK & Ireland Full time

    We are recruiting a talented Executive Culinary Artisan to join our team at Compass UK & Ireland. This is a full-time role, contracted to 37.5 hours per week.About the RoleIn this role, you will be responsible for preparing and serving high-quality food that meets the expectations of our clients and customers.ResponsibilitiesPrepare and serve delicious meals...

  • Resource Delivery Executive

    6 months ago

    Heathrow, United Kingdom British Airways Full time

    A career without limits - Download Job Description As the nation’s flag carrier, we take phenomenal 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...

  • Resource Delivery Executive

    6 months ago

    Heathrow, United Kingdom British Airways Full time

    A career without limits - Download Job Description 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...

  • Schedule Analysis Executive

    7 months ago

    Heathrow, United Kingdom British Airways Full time

    This is a key time to be joining British Airways as we Build a Better BA. We take huge pride in our past - but we’re looking to the future as an airline that loves embracing the best of modern Britain. Our country’s creativity, diversity, style, wit and warmth are the same special qualities that make us who we are. If you’re made of the same qualities...

  • Business Support Executive

    8 months ago

    Heathrow, United Kingdom British Airways Full time

    Business Support Executive This is a key time to be joining British Airways as we Build a Better BA. We take huge pride in our past - but we’re looking to the future as an airline that loves embracing the best of modern Britain. Our country’s creativity, diversity, style, wit and warmth are the same special qualities that make us who we are. If you’re...

  • Safety Risk Executive

    6 months ago

    Heathrow, United Kingdom British Airways Full time

    **Purpose of the Role** Safety Risk Executive will be responsible for developing, delivering and maintaining IAG Cargo’s safety risk classification process which will underpin our approach to risk going forward. They will act as a key interface between IAGC and the IAG Group Operating Carriers to ensure continuity of reporting, using a risk-based approach...

  • Customer Service

    7 months ago

    Heathrow, United Kingdom Quick Food Products Ltd Full time

    Job Overview: **Responsibilities**: - Assist customers with product information, orders, and returns - Upsell products and services to customers when appropriate - Conduct data entry tasks accurately and efficiently - Analyse customer needs to offer personalised solutions - Communicate effectively with customers in English and Spanish - Maintain a high...