It is our people that make the difference, and their innate ability to handle customers with honesty and integrity. It’s not something that can be taught, it’s something special that’s rooted in all of us.
Connecting with customers from all walks of life and from all corners of the earth, our Customer Contact Advisors, Customer Relations Advisors and Sales Agents make all the difference at the end of the phone.
Roles and Locations
Customer Contact Advisors, Manchester and Newcastle
Handling customer queries from across the globe, you will handle a wide range of queries and enquiries. You will instinctively know that a great customer experience ensures customer satisfaction, and potential for repeat custom. Our advisors know and understand that exceptional customer service is personalised, pro-active and reactive, as well as seamless.
Customer Relations Advisors, Newcastle
No two calls are the same. Dealing with people who are sometimes in a high state of emotion, takes a certain type of person, someone who thrives working at pace, who looks for opportunities, finds solutions and loves fixing issues. Someone who is always positive and professional, no matter what the problem is. Our Customer Relation Advisors are experts in finding pragmatic solutions to sometimes tricky problems, they understand one size doesn’t fit all, and always strive to be the best they can be, every day and on every call!
Sales Agents, Newcastle
To succeed in this exciting, diverse environment, you'll need a real passion for sales, travel and holidays. You'll thrive on the diversity of sales challenges - one minute you can be booking a one-way ticket from Newcastle to London, then on your next call a luxury holiday package to Barbados. Most of all you'll enjoy the thrill that comes with achieving high sales targets in a target-driven environment.
Whichever role most suits, you'll be making sure our customers are looked after. You'll be their first port of call, setting the tone with a warm welcome. You'll be reassuring, letting each caller know that you're there with them throughout their British Airways experience.
These are varied and challenging roles, but you enjoy solving complex problems so you'll be in your element here. With a proactive approach, you'll share what you know when it helps, listen to questions and do everything in your power to fix anything that is wrong, immediately.
We set high standards here, but we match them with world-class training, so you can take real time and ownership of the service you give our customers.
We are recruiting at both our Manchester and Newcastle centres.
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
Your application journey with our Contact Centres will differ depending on the role you have applied for
Learn more about Adjustments and Special Requirements
1. Complete an Online Application
You’ll be invited to complete an online application. You’ll then be required to answer a couple of application questions, and submit your CV. If you pass the initial screening, you will be invited to self-book onto an assessment centre.
2. Assessment Centre
The assessment centre will involve a presentation from the Contact Centre Team, detailing more information about the role, company and associated benefits, followed by a group discussion, a role play, a written exercise and a face to face interview with two British Airways colleagues.
3. Offer
If successful, you will receive your offer, and an eContract will be sent to you through the secure portal. We will also provide you with access to a “Welcome” site; this will give you useful information before joining us.
4. Pre-Employment Checks
We will initiate you pre-employment checks, you support with this vital and appreciated. 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.
