When you work in Airport Customer Services, you’re a friendly face and trusted ambassador for the British Airways brand – as you guide customers through check-in, departure and boarding. Your role is to make the whole experience simple and hassle-free. It’s about adding little personal touches along the way, and always being ready to answer questions and handle problems. You’ll make customers feel special if you treat each of them as an individual – and always do the right thing for them.
Ready to show our customers you care?
You’re the kind of person who steps in when you sense someone needs a little help. You like going the extra mile to resolve issues before they turn into problems. You can see the world through other people’s eyes, and you know how to make things right when they go wrong. Plus, you pick up new technologies fast – and you’re good at showing others how to use them.
In short, you have all the qualities to show our customers that you care. Which means a place in Airport Customer Services at Heathrow or Gatwick could be waiting for you.
1. Start your journey
Please read as much as you can about us and the role before you apply. You will find lots of useful information across all of our websites but in particular on our careers website. We ask that you complete an online application and assessment, and we promise, whether successful or not, that you will receive a feedback report.
If you pass the initial screening, we will ask you to self-book onto an assessment centre. Don’t worry it will all make sense once you start the process!
2. Assessment Centre
Well done for making it this far! Assessment centres are held twice a day, either in the locality of Heathrow or at Gatwick depending on the role you have applied for. The day is designed to showcase your skills; there are a number of real-life exercises which will give you a flavour of what to expect should you join us at British Airways. During the assessment, you will meet a number of colleagues who will answer any questions you may have. The assessment involves a couple of role plays, an interview and a numeracy test.
Congratulations! We will send you your offer and contract with your start date via the application portal. Once you’ve signed your contract, please complete the additional information requested. You will have access to the “Welcome” site which will give you some useful information before joining.
4. A couple of things to do before joining us
Nearly there! We will initiate your pre-employment and security checks; these will include the CRC, financial probity and full 5year pre-employment airside checks. We will also ask you to book your uniform fitting and security interview appointment.
5. Confirmed offer
You did it! We will send you an offer and contract through the portal. You will be given a date to join the British Airways training course. We are committed to hiring the very best talent and cannot wait for you to join us
As a company our number one priority is to maintain the safety and security of our people and our customers. Pre-employment checks on all new joiners are essential. We have specific regulatory requirements that apply to these checks, as we are an aviation business.
These checks may seem quite complex and time consuming. But don’t worry, we’re here to guide and support you through the entire process. For airside roles we need to do a full five year pre-employment check, this includes education, ALL jobs, gaps and holidays of more than 28 days, along with documentary evidence. It is important that you provide us with accurate, and in-depth information. Discrepancies cause delay and may affect your start date.
You will also need to apply for a Criminal Records Check (CRC) also known as a Disclosure Baring Service Certificate (DBSC) and an overseas CRC if you have lived abroad in the last five years. If you already have an overseas criminal record certificate that is over 10 weeks old, it is valid if you have not returned to the country of issue to reside.
Typically, the CRC or DBSC will take two weeks to be issued, the overseas CRC will vary from country to country. The Pre-employment checks for airside will typically take around 16 weeks, the time will vary depending on the number of jobs, periods of education and gaps we have to check, and validate.
We will work with you, and our 3rd Party suppliers to make sure the process is as seamless as possible. Your help is vital, and much appreciated.