Senior Manager Contact Centres - Manchester

A career without limits

As the nation’s flag carrier, we take great pride in connecting Britain with the world and the world with Britain.

It’s something we’ve been doing for over 100 years, ever since we launched the world’s first international scheduled air service between London and Paris.

This originality has been in our blood since day one. It’s the spirit we share with the people that fly with us, our partners, and our colleagues.

So, whether you are a reassuring voice on the end of a phone, a smile at the door, under a wing keeping the turbines spinning or landing us gently in far-flung places, a job at British Airways is yours to make.

We know great things can happen when you’re inspired to think big and bring your ambition to work every day, which is why, at British Airways the sky is never the limit.

The role:

Every day, our Customer Care team supports our customers to have the best possible journey with British Airways and our partners. From helping with bookings, finding that perfect holiday, supporting customers with additional needs or finding solutions when things change, our global teams are there to care.  

And, as part of our transformational £7bn investment in our customer experience, we’re upgrading our customer care proposition, technology and estates to deliver new levels of care for our customers.  

Join British Airways as a Senior Manager - Contact Centre, where you’ll take on a significant leadership role at the heart of our Customer Care operation. You’ll be responsible for leading a large, multi-channel contact centre of up to 500 colleagues, driving performance, delivering commercial outcomes and developing leadership capability across the site. This is an opportunity to make a visible impact, influence how we serve our customers and play a key role in the future of our contact centre operation.

What you’ll do:

• Set the direction for site performance, ensuring delivery across customer, commercial, operational and people measures.
• Lead a large, multi-layered team, developing capability and holding leaders accountable for results.
• Oversee end-to-end performance across all channels and platforms, ensuring consistent and high-quality customer outcomes.
• Use data, insight and reporting to identify opportunities, improve performance and drive revenue, CX and efficiency at scale.
• Lead the rollout and adoption of new technology and digital capabilities at site level, driving operational performance and customer outcomes.
• Work closely with senior stakeholders and support functions to ensure aligned delivery across Customer Care and the wider business.

What You’ll Bring to British Airways:

• Strong, visible leadership with the ability to engage teams and drive high performance.
• Proven experience delivering results through others.
• Commercial awareness with the ability to use data and insight to improve performance.
• Excellent communication and stakeholder management skills, with the ability to influence at all levels.

Your Experience:

• Leadership experience within a contact centre or similar operational environment.
• Proven track record of leading large frontline teams through multi-level leadership structures.
• Demonstrated success in improving customer, people and operational performance.
• Strong understanding of sales and service delivery in a contact centre setting.
• Experience leading change, service improvement and technology delivery initiatives.
• Strong stakeholder management, commercial awareness and analytical capability.
• Programme or project delivery experience is desirable.

What we offer:

We believe that all the people who work with us should feel valued for the part they play. It’s one of the reasons our rewards go far beyond a competitive salary.

From the day you join us, you’ll get access to brilliant staff travel benefits including unlimited basic and premium standby tickets on British Airways flights. You’ll also receive up to 30 discounted ‘Hotline’ airfares per year for yourself, friends, and family.

At British Airways you’ll have the chance to take on new challenges and move forward in a way that feels right for you. We encourage all those who work for us to consider opportunities right across our business to help you develop and progress.

We never stand still, and we don’t expect our people to either.

Inclusion & Diversity

At British Airways we all have a part to play in creating an inclusive place to work. Diverse representation among our people is really important to us and we recognise that all our colleagues are uniquely different and bring their own originality, creativity and identity to work.

Inclusion and diversity is a key driver of innovation and we’re committed to creating a culture where everyone feels that they can be themselves. We’re looking for people from all backgrounds and cultures to join us and be a part of our journey to become a Better BA as we continue to connect Britain with the world and the world with Britain.