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 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 Proactive Customer Communications Co-ordinator has arisen

Working within the wider Customer Care team, you will be responsible for communicating the customer plan and coordinate customer issues that are identified within the integrated Operation Centre, to offer the best solutions for our customers.

**What you’ll do**:

- Be a first point of contact to resolve customer issues across our network and offer solutions with the defined parameters.
- Coordinate the customer response plan defined by the Lead Proactive Customer Care Manager during irregular operations, including diversions, cancellations and night stops.
- Provide accurate and timely communications with customers and customer facing staff.
- Support the Communications team with continuous improvement to our communication templates.

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

- Excellent collaboration skills and comfortable working with internal and external partners to enact customer plans and proactively identify opportunities to minimise customer disruption.
- A customer centric approach and genuine passion for excellent customer service.
- Strong communication and negotiation skills and able to gain buy in from others.
- Champions innovation and agility and comfortable challenging the status-quo, where appropriate.

**Your experience**:

- Previous experience of achieving objectives in a complex and/or operational environment
- A background in managing customer facing teams or disruption management, procurement or supplier management is desirable.
- Experience in an analytical programme/project environment would be advantageous.

**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.

N.B. We reserve the right to close a vacancy before the closing date in the event of an overwhelming response or a change in business priorities.
- Download Job Description

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