Proactive Customer Communications Executive

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 focus and communication within the IOC cells to aid customer journeys across the global British Airways network. The role will champion the customer and ensure focus on NPS when the customer is disrupted.

What you’ll do:

• • • As part of the 24/7 operational team, you will be delivering and driving a more customer centric approach throughout the customer journey and intervening where necessary.
    • 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.
    • Co-ordinates the customer response plan defined by the Proactive Customer Care team during irregular operations including diversions, cancellations and night stops.
    • Liaise with key partners internally and externally to build and enact customer plans, working closely with Proactive Customer Care, Engagement Centres and Worldwide airports.
    • Provides accurate and timely communications with customers and customer facing staff including Hotel and Light Refreshment Vouchers.
    • Tracks high profile groups to ensure they are considered during decision making of customer disruption plan.
    • Collaborates with all partners in the IOC to see 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.
    • Responsible for the Proactive Customer Care operation 24/7 including any disruptions and ensuring that the operation is protected.

What you’ll bring to British Airways:

• • • Passionate about and experience of delivering excellent customer service. Able to deliver and lead long term strategy gaining agreement from colleagues.
    • Displays & role models inspiring and encouraging leadership skills & behaviours. Role models excellent people management.
    • Strong communication, negotiation and influencing skills. Emotionally resilient with well-developed coping skills.
    • Reacts positively to change and will challenge the status quo.
    • Well-developed People, Performance & Talent Management skills (ideally also in an operational environment).
    • External and competitor oriented.
    • Experience of implementing change within a unionised environment.
    • Cross functional team working.
    • Experience of identifying and implementing cost opportunities.
    • Experienced in an environment where health and safety are paramount.

Your experience:

• • • Previous experience of managing in an operational environment.
    • Operational experience in either managing customer operational teams or disruption management, procurement or supplier management.
    • Experience of leading and developing people.
    • Validated experience of creating and then delivering strategy.
    • Understands how to navigate a large organisation (OpCo and/or Group) to achieve objectives at senior levels.
    • Analytical ability / Programme/Project

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

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