Customer Experience Representative | Talent Pool

Customer Experience Representative Talent Pool

Join our Customer Experience Representative Talent Pool for future opportunities

We’re excited to introduce a more flexible way of recruiting Customer Experience Representatives at British Airways.

By joining our Customer Experience Representative talent pool, you’ll be taking the first step towards future opportunities within our Airport Customer Experience team at London Heathrow. Our Customer Experience Representatives play an important role in the customer journey, supporting customers across our Terminal 5 and Terminal 3 operations and helping to deliver the outstanding service our customers expect from British Airways.

Joining the talent pool is the best way to stay close to future Customer Experience Representative opportunities. It means you’ll be part of a group of candidates we can contact as roles become available, giving you clearer visibility of upcoming opportunities and the chance to progress when the timing is right for both you and the business.

As opportunities arise, we’ll be clear about the role, contract type, location, start dates and what to expect next, so you can make an informed decision at every stage.

As a Customer Experience Representative, no two days are the same. You could be welcoming customers at check-in, supporting boarding, assisting with arrivals, helping customers during disruption, or providing a personalised experience to our premium customers. Every interaction is an opportunity to make a positive difference and represent the very best of British Airways.

What you could be doing

As future Customer Experience Representative opportunities become available, you may be supporting customers across different parts of the airport journey. This could include:

• Delivering outstanding customer service at every stage of the journey
• Welcoming customers at check-in and helping them prepare for their flight
• Supporting boarding, arrivals and flight connections
• Assisting customers during periods of disruption by providing clear communication and practical support
• Creating a personalised and seamless experience for premium customers
• Helping to deliver safe, secure and punctual flight departures by following operational procedures
• Working collaboratively with colleagues across the airport operation
• Adapting quickly to changing operational needs while maintaining a calm, professional and positive approach

What you’ll bring to British Airways

We’re looking for people who are passionate about delivering excellent customer service and creating memorable experiences for customers from around the world.

You’ll be someone who can communicate clearly, build positive relationships and remain calm in a fast-paced operational environment. You’ll also be confident using technology and digital systems, able to work well both independently and as part of a team, and flexible to work across a 24/7 operation, including early mornings, evenings, weekends and public holidays.

Previous experience in a customer-facing, hospitality, retail, travel or service environment is desirable, but most importantly, you’ll bring a positive attitude, willingness to learn and a commitment to delivering exceptional service.

Why join the talent pool?

• Be among the first to hear about future Customer Experience Representative opportunities
• Stay connected to British Airways and our recruitment team
• Receive clear communication on roles, locations, start dates and timelines
• Understand what to expect at each stage of the process
• Progress when suitable opportunities become available
• Avoid needing to wait for large, infrequent recruitment campaigns to open

What we offer

We believe that everyone who works with us should feel valued for the part they play. From the day you join us, you’ll have access to brilliant staff travel benefits, including standby tickets on British Airways flights and discounted Hotline airfares for yourself, friends and family.

At British Airways, you’ll also have the chance to take on new challenges and move forward in a way that feels right for you. We encourage colleagues to consider opportunities across our business to support their development and progression.

Inclusion and diversity

We recognise that all our colleagues are uniquely different and bring their own originality, creativity and identity to work. We encourage people from all backgrounds to be part of our journey to become a Better BA.

Ready to join our Customer Experience Representative talent pool?

If you’re passionate about customer service, enjoy working in a fast-paced environment and want to be part of the team that helps create memorable journeys for our customers, we’d love to hear from you.

Join our Customer Experience Representative talent pool today and stay connected to future opportunities with British Airways.