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Customer Service

At British Airways we pride ourselves on delivering impeccable customer service, and our people are among the best in the business at doing just that.

That's because our dynamic and diverse teams bring their unique and original personalities to work every day, delighting our customers with a little bit of wit, lots of warmth, and a great knowledge of our products.

If you’re a natural people person, you could thrive in our Global Engagement Centres or in an Airport Customer Services role.

Airport Customer Services

Happy holidays are in your hands. Our Airport Customer Services teams at Heathrow and Gatwick are often the first contact our customers have with British Airways when they arrive at the airport.

You'll play a vital role guiding them through check-in, departure, boarding, arrivals, and connections.

It’s a fast-paced environment when you work in Airport Customer Services, but no two days are the same. If you’re naturally helpful, warm, and welcoming, then our customers will be delighted to have you on hand.

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Customer Experience Representative

Our Customer Experience Representatives are friendly faces and trusted ambassadors for the British Airways brand. Your role is to make the whole experience within the terminal, from arrival to onboarding, simple and hassle-free. It’s about adding little personal touches along the way, and always being ready to answer questions. This is a job where you can bring your unique and original personality to work every day.


To say that you'll be at the centre of things when you join the Airport Customer Service team is an understatement.

Based within Terminal 5 and Terminal 3 at London Heathrow, you'll be working in the UK's largest international airport.

Or, if you come on board with Gatwick Ground Services (GGS), you’ll be working out of the South Terminal at London Gatwick.

They’re fast-moving places to work, but hugely exciting too.

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Global Engagement Centres

A customer's experience with British Airways begins long before they enter the airport, and often continues after they return.

Our Global Engagement Centres are where we answer all their questions, change bookings, and provide our highly-valued personal service.

We set high standards but match them with top-level training, support, and development opportunities.

Customer Service Advisor

Whether dealing with first-time British Airways customers, or frequent-flying members of our Executive Club, you'll aim to delight each one in a way that feels good to you.

You'll focus on meeting all customer needs, resolving their queries, and leaving a great impression – a positive experience will build loyalty.

The key is listening and then being able to share your knowledge of our network and products. Don’t worry, we’ll teach you about that part. We just need you to bring your perfect people skills and original personality to the table.

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You'll work in one of our UK Engagement Centres, based at Manchester’s Towers Business Park or Bamburgh Court in Newcastle.

When you start, you'll join a six-week full time New Entrant training course at one of our centres. Once you have completed a minimum of six months’ service, you may be able to start flexible working.

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Why British Airways?

Here at British Airways, we’re on a journey to shape the future of air travel and re-imagine the way we connect Britain with the world.

That's why we celebrate originality in everything we do. It's the spirit we're built on. It means we empower our colleagues to push new ideas forward and make them feel truly valued for who they are and what they contribute – no matter what their background or beliefs.

We thrive on change and trust our people to help us achieve our mission, celebrating each other's successes and inspiring one another when things are harder than normal. At British Airways, we don’t just care about our customers, we care about each other too.

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Rewards & Benefits


You'll receive a market-competitive salary reflecting the role you do, plus shift pay.


A comprehensive training programme so that you are equipped to support our customers in any situation.

Annual leave

32 holiday days a year, inclusive of bank holidays.

Staff travel

British Airways colleagues get access to brilliant staff travel benefits from the day of joining. This includes unlimited basic and premium standby tickets on British Airways, and up to 30 discounted 'Hotline' airfares per year for yourself, friends, and family.

Family leave

As well as parental, co-parental and shared-parental leave, we offer all primary parents the option to return to work on a reduced hours arrangement, paid at their normal basic pay for up to six months.

Flexible working

Potential options for flexible working once you have completed office-based new entrant training, and consolidated your classroom learning.