Using technology that will revolutionise the customer experience, our Airport Customer Services teams are the human touchpoint; they remedy even the most difficult issues with pragmatic solutions, often before, and after they have happened. Actively engaging with the customer, and always exceeding their expectations will ensure that we stay three steps ahead of the competition.
Are you a consummate professional who can work at pace?
Are you proactive and able to go that extra mile to resolve customer issues, before they become problems? A calm and empathetic individual who can adapt to an ever-changing technological landscape?
Then a place in one of our Airport Customer Services teams at Heathrow or Gatwick could be waiting for you.
British Airways - Customer Service Representative
Customer Services Representative
More videos (click to play)
Since The First Wing opened on April 5, the new exclusive check-in area for British Airways’ First, Gold Executive Club and oneworld Emerald customers at Heathrow Terminal 5 has welcomed nearly 200,000* travellers through the dedicated security channel.
Zoe Bradley's Paper Dress finds a new home
Zoe Bradley's hand sculpted paper dress, modelled by Suki Waterhouse at Milan Fashion week, is now being displayed at our Galleries lounge in Heathrow Terminal 5.
British Airways teams up with Tom Daley for Red Nose Day 2017
For Red Nose Day, Tom Daley dressed as British Airways’ customer service representative ‘Thomas’ to surprise customers in Heathrow T5. Filmed undercover, here are some of the best bits.
A380 transformed with breath-taking 4D projection
To celebrate the launch of this flagship aircraft to Singapore we used some of the world’s most precise 4D projection technology to create a visually breath-taking video of the aircraft's journey.
Britifornians – San Diego. Travel that Transforms
Find out how Henry and Carmen, stressed by London life, rediscover their balance in San Diego.
International Women's Day 2018
To mark International Women’s Day, British Airways brought together 61 women from across the airline for the UK’s biggest ever all-female flight.
Traveling #FromBtoA – Women in Business
Today’s women in business are rewriting the classic A to B career itinerary—opting instead for a delightfully disruptive route #FromBtoA.
Inside California: On the road with Anna Friel
We’ve enlisted the help of British actress and Los Angeles resident, Anna Friel, to share her insider knowledge of California.
British Airways: Life As A Customer Service Agent
Lorraine gives us a look into the life of a Customer Service Agent.
British Airways - Customer Service Representative
Customer Services Representative
Adjustments and Special Requirements
We are committed to being a fair and inclusive employer. We take care to follow best practice and train all our assessors to a high standard. We know that sometimes people need adjustments or have special requirements during the recruitment and assessment process. If this applies to you, please let us know by indicating it on your application form when prompted, or by emailing recruitment@jobs.ba.com (quoting 'Assessment Adjustment' within the email subject header) as soon as possible. We will help wherever we can.
As members of the UK government’s Disability Confident Scheme, we are positive about employing, retaining and developing disabled people. If you apply through the Disability Confident Scheme and meet the essential criteria for the role you’ve applied for, we’ll put you through to the next stage of the recruitment process (for example, an online test). If you wish to apply through the scheme, please email recruitment@jobs.ba.com (quoting ‘Disability Confident’ and the role you're applying for within the subject header) as soon as possible.
Application Journey
Learn more about Adjustments and Special Requirements
1. Complete your Online Application
You’ll be invited to complete an online application, which will comprise of an assessment, a suitability questionnaire, and an online test. On completion of the online application, you receive a feedback report via the application portal.
If you pass the initial screening, you will be invited to self-book onto an assessment centre.
2. Assessment Centre
The assessment centres run in 3 hours slots throughout the day and are held in the vicinity of Heathrow at one, or more of the local conference centres. Or, at Gatwick depending on the role you have applied for.
The assessment centre will involve “Right to Work Checks,” two role plays, a numeracy test and for a face to face interview with two British Airways colleagues.
3. Provisional Offer
If successful, you’ll receive a provisional offer and start date. You will receive your offer via the application portal, which will give you access to a “Welcome” site, this will provide you with useful information before joining us.
4. Pre-Employment checks, Security interview and Uniform Fitting
We will initiate pre-employment and security checks, including a financial probity check, CRC and full five-year pre-employment airside checks. At the same time, you’ll need to self-book onto a uniform fitting and security interview appointment.
5. Pre-Course Learning
You will need to complete your pre-course learning prior to your start date.
6. Confirmed Offer
You’ll receive your offer, and an eContract will be sent to you through the secure portal. You’ll then be given a date to attend the British Airways training course. We are committed to hiring the very best talent from across the industry and we cannot wait for you to join us at this incredibly exciting time.
Pre-Employment Checks
As a company our number one priority is to maintain the safety and security of our people and our customers. The requirement to do thorough pre-employment checks on all new joiners is essential. We have specific regulatory requirements that apply to these checks as we are an aviation business and these may feel quite complex and time consuming.
For airside roles we need to do a full 5 year pre-employment check, this includes education, ALL jobs and gaps of 28 days, or more, along with documentary evidence.
It is important that you provide us with accurate, and in-depth information as any discrepancies will cause delay and may affect your start date.
You will also need to apply for a Criminal Records Check (CRC,) as well as an overseas CRC if you have lived overseas in the last 5 years. If an overseas criminal record certificate is over 10 weeks old but you have not returned to the country of issue it is valid, if you have revisited the country during this period it is no longer valid.
Typically the CRC 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, or gaps we have to check, and validate.
We realise this sounds quite complex but we will work with you, and our 3rd Party suppliers to make sure the process is as seamless as possible.
Your help with the process is vital, and would be much appreciated.
