Customer Dispute Resolution Executive

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:

We are recruiting for Customer Dispute Resolution Executive to join us on a 12 month Fixed Term Contract, ideally starting in January / February 2025.

To efficiently manage county court claims (from issue of claim to final hearing)  to give commercially focused legal advice and assistance to the customer relations team on customer related matters and issues, and to regularly report progress to support efficient oversight of the team.

What you’ll do:

• Manage a case load of county court claims from inception to final hearing 
• Identify and responds to client departments’ requirements for advice
• Provide business orientated legal advice to client departments including in relation to pre-action & litigated customer claims 
• Advise BA management on legal issues relating to customer claims and complaint
• Comply with company reporting protocols
• Advise on responding to National Enforcement Body correspondence
  
  

What you’ll bring to British Airways:

• Credibility – able to advise management and quickly gain respect, maintaining effective relationships with clients, colleagues and external counsel
• Ability to manage multiple competing priorities, resolution to stay focused on priorities under pressure and to follow through on decisions
• Balanced understanding of applicable law and the business context in which it is applied
• Good analytical skills
• Good written and verbal communication skills
• Knowledge and experience of consumer legislation, EU/UK Regulation 261/2004, the Montreal Convention 1999, and of the UK county court process, is desirable

Your experience:

• Qualification to degree level or relevant experience
• In absence of prior paralegal experience of at least six months: (i) a law degree; or (ii) a non-law degree with Commons Professional Examination, or Graduate Diploma in Law & legal Practice Course

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.