Customer Service Representative

4 weeks ago


Crawley, West Sussex, United Kingdom British Airways PLC Full time
About the Role

We are seeking a highly skilled and customer-focused individual to join our Customer Relations team as a Complaints & Customer Service Executive. In this role, you will be responsible for investigating and resolving post-travel complaints and issues raised by our customers.

Key Responsibilities
  • Respond to customer complaints and issues via email, phone, or letter, and resolve them to the customer's satisfaction.
  • Liaise with suppliers to investigate customer feedback and provide solutions to prevent recurring complaints.
  • Work with internal teams to ensure effective communication and resolution of customer complaints.
  • Provide excellent customer service to recover customer confidence and loyalty.
  • Meet service level agreements (SLAs) for complaint resolution and customer satisfaction.
Requirements
  • Proven experience in a customer complaint handling role.
  • Strong communication and negotiation skills to resolve customer complaints.
  • Ability to work in a fast-paced environment and meet deadlines.
  • Knowledge of UK travel package regulations and customer service standards.
  • Excellent problem-solving and analytical skills to resolve complex customer complaints.
What We Offer
  • A competitive salary and benefits package.
  • Opportunities for career growth and professional development.
  • A dynamic and supportive work environment.
  • Recognition and rewards for outstanding performance.


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