Customer Care Operations Manager

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:

Customer Care Operations Manager

We’re looking for exceptional people who can support our shift from reactive to proactive customer care across the British Airways operation. As part of the Proactive Customer Care (PCC) team, you will play a pivotal role in shaping how we protect and enhance the customer journey, boost NPS and deliver meaningful interventions at the moments that matter most to our customers.

This role leads an “on‑the‑day” operation, responsible for identifying issues before they impact our customers, using innovative platforms, tools and channels to deliver a timely customer response in disruption. You will be based in the Integrated Operations Centre at Waterside and have the opportunity to work across all directorates to influence real-time decision‑making, manage service failures and champion a data and insight‑led approach to service recovery that delivers better outcomes for our customers. You’ll create an environment where our people feel empowered to listen, act and do the right thing, ensuring every customer feels cared for throughout their journey.

What you’ll do:

• Being an integral member of a 24/7 Customer Care team that champions a customer‑centric mindset across all touchpoints
• Proactively identifying customers at risk during disruption and ensuring they receive tailored, timely solutions
• Using customer insight, operational data and competitor intelligence to define proactive interventions that protect NPS
• Delivering meaningful, scalable and cost‑effective service recovery strategies
• Building strong collaborative relationships across the business to influence decision‑making in the moment
• Embedding a culture of accountability, empowerment and continuous improvement across your peers and executives in the team
• Constantly explore new opportunities, leading with a "Find It, Fix It" mindset in all you do

What you’ll bring to British Airways:

To be the best – we need the best. We’re looking for individuals who can confidently lead, drive change at pace and inspire those around them:

• Experience leading and being part of operational teams in a high‑pressure, fast‑paced environment
• A strong customer‑centric mindset, with proven experience in customer focused roles
• Deep understanding of disruption management and its impact on customer experience
• Demonstrated experience in coaching, developing and empowering teams
• Knowledge of the end‑to‑end customer journey and where proactive interventions create the biggest impact

Your experience:

Please refer to the job description for further details. 

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.