Proactive Customer Communications Executive

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: Proactive Customer Communications Executive

As part of the Brand and Customer Experience Directorate, you’ll join the Customer Care Team, playing a vital role in delivering British Airways’ Proactive Customer Care strategy. This department is crucial in ensuring timely, empathetic communication and service recovery for customers impacted by flight disruptions, helping to improve NPS and reduce customer effort across the global BA network.

Please note we have several vacancies for Permanent and Fixed Term Contracts available and preference for contractual type will be indicated in application form. 

What you’ll do:

• Deliver the Proactive Customer Care strategy, aligned with the Five Fundamentals.
• Provide timely and empathetic communication and duty of care plans to customers during flight disruptions.
• Use BA’s communication platforms to manage scenarios such as delays, cancellations, diversions, and night stops.
• Issue hotel and refreshment vouchers (digital and non-digital) to enhance customer experience.
• Collaborate with IOC cells and key stakeholders to ensure clear communication plans and best outcomes.
• Protect vulnerable and high-value customers through personalized channels during mass disruption.
• Support other initiatives as required and act as a role model for BA’s brand and leadership behaviours.

What you’ll bring to British Airways:

You will bring a passion for delivering outstanding customer service and proactive care, combined with strong communication, negotiation, and influencing skills. Your ability to make tough decisions and think innovatively under pressure will be essential, as will your emotional resilience and adaptability in a fast-paced operational environment. You’ll demonstrate inspiring and supportive leadership behaviours, a collaborative mindset that values diversity and inclusion, and an external, competitor-oriented approach with the confidence to challenge the status quo.

Your experience:

• Previous experience working within an operational environment.
• Proven ability to implement change, ideally within a unionised setting.
• Strong stakeholder management and cross-functional teamworking skills.
• Understanding of health and safety requirements in operational contexts.
• Ability to navigate large organisations and influence at senior levels.
• Confidence in decision-making and resilience during times of adversity and change.

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.