Even in today’s digital world, there are times when customers want a personal touch, or help that only a human being can give them (especially when computer says no). That’s where you come in. Showing customers you care by listening, sharing your knowledge, finding the right answers and solving their problems – all the while making life easy for them. When your honesty and integrity shine through, customers will trust you to get the job done. And when you deliver what you promise, those customers will feel good about us and keep on coming back.
Roles and Locations
Customer Contact Advisors, Manchester and Newcastle
The queries and requests come in all shapes and sizes when you’re part of the Customer Contact team. You’ll focus on providing the answers and leaving a positive impression – a great customer experience will play a big part in building loyalty and gaining repeat custom. The key is listening and then providing personalised, proactive service to customers from all over the world.
Customer Relations Advisors, Newcastle
No two calls are the same in this role. You’ll be handling the trickier queries and issues and looking to resolve them in the most positive way possible. This often involves talking to customers in a high state of emotion, so your people skills can really come to the fore. It’s a great opportunity if you understand that one size doesn’t fit all, and you love fixing issues and finding pragmatic solutions. Turning a negative to a positive makes all the difference to customers.
Sales Agents, Newcastle
A customer-focused approach, a talent for sales and a love of travel. It takes a combination of these qualities to thrive in this role. You'll enjoy a real variety 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. We want you to provide a great customer experience over the phone to achieve your goals in a target-driven environment.
Whichever role suits most, you'll focus on ensuring our customers feel looked after. You'll be their first port of call, setting the tone with the warm British Airways welcome we’re known for. It matters to customers that you’re a reassuring voice, letting them know that you're there with them all the way through the process.
Using a proactive approach, you'll share what you know when it helps, listen closely to questions and do everything in your power to fix anything that’s wrong as quickly as possible. That little moment when you solve a problem can leave a lasting impression in the customer’s mind.
We set high standards here, but we match them with world-class training and support. We want you to have the confidence and skills to take 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. Start your journey
Please do 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. To apply we ask that you complete an online application, and submit your CV.
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!
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. The assessment involves a presentation by the Contact Centre Team, followed by a role play, a written exercise and a group discussion. You will also be invited to interview with 2 British Airways colleagues.
3. Offer
Congratulations! We will send you your offer via the application portal, which will give you access to a “Welcome” site that will provide you with some useful information before starting.
4. Pre-Employment Checks
Nearly there! We will initiate your pre-employment checks, your support with this is vital and appreciated. We are committed to hiring the very best talent and cannot wait for you to join!
