This is a fantastic opportunity to become one of our Customer Service Managers on our Gatwick Fleet.
This is your opportunity to make flights memorable for every customer on board – by leading, motivating and inspiring a British Airways Cabin Crew team.
Role modelling the best of British Airways at all times, you’ll ensure your team deliver on our promise of uniquely British Airways service and hospitality. It’s a big responsibility. The performance of your team will directly impact on customer satisfaction and business performance. But if you’re ready to take charge, let’s see what you’re made of.
Customer Service Managers shape the customer experience on our flights to a mix of vibrant long- and short-haul destinations. Based at Gatwick, you’ll have a key leadership role with responsibility for up to 11 Cabin Crew onboard. You’ll motivate, coach and guide every single one of them in the air to provide exceptional experiences and amazing moments for our customers.
You’ll spend the majority of your time flying, inspiring your Cabin Crew to be outstanding. Instilling a real passion for British Airways products and services into your team, you’ll make sure they are engaged and passionate about everything from safety and security to customer service.
However, as a crucial member of the Fleet Management team, you will also have a real opportunity to set the standards on which our customer experience is built. Your perspective, ideas and observations can have a genuine impact.
You’ll also be involved in recruitment and/or training and work closely with ground managers to support the whole operation. Ready to make a wider impact?
Salary, Bonuses & Benefits
This is a key position for us at Gatwick and your hard work in leading and inspiring your team will be rewarded with an attractive package.
Being a Gatwick Customer Service Manager, is challenging but rewarding. We make sure everyone’s hard work is rewarded with a starting salary of £22,845 - £25,744 and an hourly payment when you are flying plus generous company benefits.
You’ll receive an hourly duty pay of £3.62 when you are flying, performance related increments annually and commission on inflight retail and Buy on Board sales.
- Paid annual leave starting at 28 days per year, rising to 33 days per year for crew with 3+ years’ service and 34 days per year for crew with 5+ years’ service (pro-rata).
- Preference bidding – allowing you to request periodic work schedules
- Investment in ongoing training and development
- Attractive travel concessions across our extensive network and other airlines*
- Unlimited discounted airfares for your friends and family
- Innovative leadership and management programmes
- Contributory company pension scheme
- Access to British Airways Health Services
- Life insurance
- Subsidised staff restaurants
- Dedicated secure car parking close to the terminals
- Designer uniform
- Discounts at selected car hire, hotels and retail stores
* after qualifying period of six months
We may alter or withdraw non-contractual benefits at our discretion from time to time.
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.
Have a question about becoming a member of the British Airways Cabin Crew? Go to our FAQs page.