This is an opportunity to lead, motivate and inspire a British Airways Cabin Crew team.
Role modelling the best of British Airways at all times, you’ll make sure your team create amazing customer experiences for everyone, every day. It’s all about linking the performance of your team with customer satisfaction and business performance.
Customer Service Managers on our Mixed Fleet provide unrivalled hospitality on flights to a vibrant mix of long- and short-haul destinations. Based at Heathrow, this is 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 in that we give you a dedicated team to manage, in the air and on the ground. You’ll have total accountability for the end-to-end management of an aligned team of up to 12 Cabin Crew while on the ground. This will entail combining the best of excellent service delivery to customers with the best of forward-thinking management expertise. You’ll also recruit and train new and existing Cabin Crew. Instilling a real passion for British Airways 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.
Leading a team of up to 22 Cabin Crew on board 12 on and the ground, you’ll inspire, motivate, coach and guide every single one of them to provide exceptional experiences for our customers. Aspiring to be the very best, with customers at the forefront of your mind, you’ll have plenty of opportunities to make a difference.
Charismatic, influential and embodying the BA behaviours at all times, it will be your outstanding people management capabilities that win through. Although the majority of your time will be spent flying, you will have ground duty days to focus on people management activities and initiatives.
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
- Julien MacDonald 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, Waitrose, 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. The requirement to do thorough pre-employment checks on all new joiners is essential. We have specific regulatory requirements that apply to these checks as we are an aviation business and these may feel quite complex and time consuming.
For airside roles we need to do a full 5 year pre-employment check, this includes education, ALL jobs and gaps of 28 days, or more, along with documentary evidence.
It is important that you provide us with accurate, and in-depth information as any discrepancies will cause delay and may affect your start date.
You will also need to apply for a Criminal Records Check (CRC,) as well as an overseas CRC if you have lived overseas in the last 5 years. If an overseas criminal record certificate is over 10 weeks old but you have not returned to the country of issue it is valid, if you have revisited the country during this period it is no longer valid.
Typically the CRC 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, or gaps we have to check, and validate.
We realise this sounds quite complex but we will work with you, and our 3rd Party suppliers to make sure the process is as seamless as possible.
Your help with the process is vital, and would be much appreciated.
Have a question about becoming a member of the British Airways Cabin Crew? Go to our FAQs page.