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 on our Mixed Fleet set the standard to follow on our flights to a mix of vibrant long- and short-haul destinations. Based at Heathrow, you’ll have a key leadership role that involves all aspects of people management, from recruitment and training to reward and recognition. It’s open to those who have been flying with us or another carrier for 18-24 months.
This role is unique because we give you a dedicated team to head up. You’ll have total accountability for the end-to-end management of an aligned team of up to 22 Cabin Crew on board and 7-8 Cabin Crew while on the ground. Although the majority of your time will be spent flying, you will have ground duty days to focus on people management activities and initiatives.
The focus is matching unrivalled customer service to forward-thinking management. You could also recruit or train new and existing Cabin Crew. Instilling a real passion for our products and services into your team, you’ll make sure they are enthusiastic, engaged and passionate about everything from security and safety to customer service.
Ultimately, we want you to aspire to be the very best, with customers foremost in your mind. There are so many possibilities for making your mark.
Salary, Bonuses & Benefits
Providing unrivalled in-flight hospitality is not easy – and in this key position for us at Heathrow, your hard work will be rewarded with an attractive package.
As a Customer Service Manager, you’ll have the potential to earn an initial reward package of on average £35,000 per annum. Comprising of a starting salary of £27,500 per annum and an hourly payment when you are flying.
Share in our success. Individual bonuses are given in line with our financial, operational, customer and personal performance.
- Annual leave starting at 30 days per year rising to 34 days per year
- 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
- Designer uniform
- Dedicated secure car parking close to Terminal 5
- Free airport parking at Heathrow while on holiday
- Discount on the Heathrow Express
- Discounts at selected car hire, hotels and retail stores
- Excellent facilities at the award-winning Terminal 5 at Heathrow, including our state-of-the-art Crew Report Centre
- At our Waterside Head Office, you’ll have access to: a cashpoint, HighLife Shop, company gym, dental care, Waterside Hair and Beauty
*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.