Customer Operations

4 months ago

Crawley, United Kingdom British Airways Full time

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**British Airways Holidays**

Our colleagues and customers are at the heart of everything we do.

As part of the British Airways brand we offer the advantages of being part of the UK’s largest airline coupled with all the benefits of being in a smaller company. Our country’s passion, diversity, excellence, creativity and warmth are the same special qualities that make British Airways Holidays who we are. Our business is growing and has ambitious plans for the future, so it’s it a really exciting time to join our team.

**About the role**

Every one of our booking references is a family, couple, group of friends or solo traveller, all making their own treasured travel memories. You will have a direct impact on the memories they are making.

**What you will be doing**
- Working closely with suppliers, internal colleagues, Contact Centre agents and occasionally direct customers. Building great relationships at all touchpoints.
- Problem solving and decision making to determine the best course of action and see any issues through to resolution, balancing customer service best practice with the needs of the business.
- As you develop in the role you will coach, buddy and train new starters to pass on your knowledge and expertise.

**What you will bring**:
Our team come from all sorts of operational backgrounds but they all share:

- Proven ability to work under pressure and multi-task
- Proven experience in a customer operational role, working as part of team
- Proven experience of delivering excellent service
- Ability to work shifts
- Accuracy and attention to detail
- Effective decision making and issue resolution
- Proven experience using multiple operating systems
- Ability to communicate clearly and succinctly both written and verbal

**What we can offer you**

£24,000 to £27,000 per annum salary (this may vary depending on your relevant skills and experience) plus** **additional shift allowance of £3,600 per annum.

**Shifts**
- 5 shifts in 7 days.
- Earliest shift is 8am to 4pm and latest shift is midday to 8pm with a variety of shift times in between.
- Our team covers 364 days a year, including all weekends and bank holidays and closed 25 December
- Shift allowance of £3,600 per annum in addition to base salary.
- The team’s shifts are rostered 3-4 months in advance

Our offices are based in central Crawley and we offer hybrid working (within the UK only). Generally, this role works from our offices twice a week, with additional days as needed depending on meetings etc. Office days are co-ordinated so that colleagues in the same team are in the office together to collaborate in person. We usually support new colleagues in the office full time for the first 12 weeks.

**Key benefits include**
- 25 days holiday per calendar year, increasing by one day for every two complete years’, to a maximum of 30 days, plus normal bank holidays.
- Unlimited standby and premium standby fares for you and your nominees on the BA network and partner airlines, from day one
- Discounts on BA flights and holidays from day one for you, your friends and family
- Annual incentive scheme and salary review (dependant on company & individual performance)
- Company contributory pension scheme up to a maximum of 5% colleague and 11% company contributions.
- Flexible benefits package including generous life assurance cover, plus options such as dental /medical cover, and cycle to work, technology and electric car schemes.
- Range of colleague wellbeing and recognition programmes

Diversity, equality & inclusion are all important to us. We believe a diverse and inclusive workplace contributes to our sense of wellbeing and belonging, enabling us all to thrive professionally and personally. Equality and equity are important in ensuring that everyone is treated fairly. Our focus is on creating a positive and inclusive working environment for all.
- We aim to be inclusive - everyone feels valued and respected as an individual.
- We aim to ensure equality and equity-everyone treated fairly as individuals with recognition of
- unique differences.
- We aim to be diverse - with a mix of colleagues representing our community.

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