Head of Contact Centres

Head of Contact Centres

**A career without limits**

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**

**Head of Contact Centres**

Every day, our Customer Care team supports our customers to have the best possible journey with British Airways and our partners. From helping with bookings, finding that perfect holiday, supporting customers with additional needs or finding solutions things change, our global teams are there to care.

And, as part of our transformational £7bn investment in our customer experience, we’re upgrading our customer care proposition, technology and estates to deliver new levels of care for our customers.

As the Head of Contact Centres, you can take the next step in your career and be part of leading this exciting next chapter. As an outstanding people leader, you will lead the delivery of the 24/7 global customer contact operation with four in-house contact centres (two in UK, two in India) and three further outsourced centres and people support teams. This is an outstanding opportunity to bring your extensive customer contact expertise to build upon BA’s transformative journey into a world-class multi-channel operation.

**What you'll do**

Reporting to the Director of Customer Care, you will:

- Lead, motivate, and develop a high-performing team of c.3000 people in multi-site locations, fostering operational excellence
- Drive delivery of a balanced scorecard across efficiency, service, revenue, and compliance metrics.
- Oversee first-line operations across all channels (voice, chat, social media, complaints), markets, and segments, ensuring continuous optimisation.
- Manage senior relationships with third-party suppliers, ensuring contractual service levels and operational performance are met.
- Ensure excellence in specialist and third-party services (e.g. B2B, holiday sales, airport operations support).
- Lead the operational implementation of change initiatives, ensuring smooth transitions and mínimal disruption.
- Oversee revenue generation by advisors across all sites, ensuring targets are met.
- Ensure compliance with all relevant regulations, data protection laws, and industry standards.
- Act on customer feedback to improve operational processes and enhance satisfaction.
- Define and lead engagement with employee representatives and trade unions.
- Champion a culture of performance, recognition, wellbeing, and inclusion, driving up colleague engagement..

**What you'll bring**
- Proven track record in senior management within an operational contact centre environment.
- Experience managing multi-site operations.
- Outstanding leadership and communication skills.
- Proven ability to build and deliver central initiatives.
- Commercial experience in revenue generation, procurement, or supplier management.
- Strong analytical skills.
- Solid understanding of compliance and industry standards.

**Location**

The role is based at Waterside, our head office near Heathrow; and will require considerable business travel to our UK and global sites.

**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