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Job Details




Newcastle upon Tyne, England

Career Area

Contact Centres



Job Description

About us at the Contact Centres

Our Newcastle Contact Centre is one of our network of global contact centres. We have contact centres all around the world, including Manchester, Bremen (Germany), Cape Town and Delhi, looking after our global customers throughout their journey with us.

We know at BA that our customer's experience begins long before they enter the airport and often after they return. At BA we are dedicated to providing customer service beyond the airport or on board, this is why our contact centres are so important in delivering this service.

About the role

It’s a full-time role working 37.5 hours, covering shifts ranging from 08:00-20:15 Monday to Friday, and 08:30-17:15 on weekends.  Your customers will be worldwide and you’ll be the voice of British Airways. Delivering a world class service is our top priority, but sometimes things go wrong, and that’s where you’ll come in. You’ll answer incoming calls, letters and emails, and will get the customer’s experience back on track – whether it’s a delayed flight, baggage claim, or something else.

Every call, email and letter is different and you will encounter a real variety of customer situations due to the global nature of our airline and the vast route network we run. This means that each day brings something new.

About the day to day

  • Provide our customers with excellent levels of customer service to maximise customer satisfaction and find solutions at the first contact
  • Take incoming calls from customers, providing solutions and maintaining the relationship with the customer while supporting business needs
  • Write to customers via email or letter, addressing their issues in full and offering first point resolution wherever possible
  • Respond to our customers’ correspondence by calling them to discuss and resolve their issues, building effective relationships and maintaining customer loyalty
  • Resolve a variety of customer issues and assist in service recovery following a major disruption or incident
  • Identify potential ways to improve processes, cost savings or other business efficiencies and constantly feed in customer feedback to improve the Contact Centre offering
  • Enter data into the British Airways systems accurately

A bit about you

  • To join us, you need to be genuinely enthusiastic about helping people and ambitious to succeed at any challenge
  • Your ability to build rapport over the phone will be key to your success
  • Strong English, grammar and writing capability – including the ability to draft a letter from scratch
  • Strong empathy skills to ‘read’ a situation and respond appropriately
  • Good negotiating and influencing skills
  • Resilient, proactive and self-confident
  • Ability to resolve conflict successfully
  • Flexible and adaptable, open to change and new ways of working
  • PC literate and capable of operating new systems with confidence and accuracy
  • Ability to prioritise work and to work in a pressurised environment
  • Knowledge of providing excellent customer service, either face to face or on the phone is advantageous but not essential
  • Must hold the right to live and work in the UK without sponsorship from British Airways

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