Customer Manager, Terminal 3

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 Manager, Terminal 3

Are you an inspirational leader that enjoys working in a fast paced, dynamic environment? Are you a big picture thinker, able to drive both people and operational performance?

An exciting opportunity has arisen to become a key member of the Management team at Terminal 3. The role’s purpose, to lead the customer team in delivering a safe, punctual and word class operation.

What you’ll do:

This is shift-based work to cover 365 days of the operation.

You will relish challenges, find motivation in empowering a large team of customer agents, and be dedicated to unlocking their full potential to deliver exceptional customer satisfaction and operational performance.

Your daily focus will be on ensuring the team achieves outstanding standards, embracing continuous improvement while maintaining an unwavering commitment to safety, and managing the operation in times of disruption.

This role involves shift-based work to cover 365 days of operation.

What you’ll bring to British Airways:

The ideal candidate will thrive on a challenge and be motivated by leading a team of customer agents to fulfill their potential and in turn deliver for our customers.

Your daily focus to ensure that the team deliver exceptional standards of customer satisfaction, operational performance and drive continuous improvement. This will be underpinned by an uncompromising focus on safety and delivery against financial parameters.

You will promote high levels of engagement by developing a highly engaged working environment, where colleagues are recognised and feel empowered.

You will be instrumental in driving and influencing the vision. Exceptional stakeholder management will be key to forming effective working relationships and achieving longer term strategic success.

Your experience:

• Significant operational airport experience 
• Strong People Management, coaching and leadership experience. 
• Understanding of trade unions
• Understanding people policies and processes is desirable 
• Must be able to hold an airside pass
• Experience of working cross functionally and cross culturally across Heathrow operations
• Conflict management/crisis management
• Emergency Planning
• Working under pressure
• Ability to work independently
• Ability to obtain a full airside ID

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