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.
Are you able to go that extra mile?
Find out how you can become part of our exemplary customer service team. A team focused on delivering the very best of British hospitality. Create memorable journeys for our customers around the world, as the face of British Airways.
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
Are you able to go that extra mile?
Find out how you can become part of our exemplary customer service team. A team focused on delivering the very best of British hospitality. Create memorable journeys for our customers around the world, as the face of British Airways.
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. 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.
3. Offer
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
Pre-Employment Checks
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.
