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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

Application Process
·         First you will need to register to apply for this vacancy by clicking the apply button on this page.
·         You will then be required to complete an online application and answer some application questions.
·         Once submitted, your application will then be screened and we will notify you of the outcome.
·         If successful after your application has been screened, we will invite you in to an assessment, which will test the various skills required for the role.
·         You will be notified of the outcome of your assessment via your BA account and via email.

Assessment dates
The assessment days will take place in our Newcastle contact centre and we will be hosting these throughout November 2019.

Start dates
If successful we have training courses that will be running from February 2020.   

What we are offering
As one of our ambassadors we'll see that your hard work and drive to succeed are rewarded.
Reward package £18,838 (rising to £19,781 after 12 months), plus a performance related incentive reward
Shift payment premiums
A fully comprehensive seven week training programme. BA is a vast company so we will make sure you are fully trained to deal with the variety of customer situations
Being an airline, we offer significant flight and holiday discounts
We do work shifts. We are currently open 365 days a year, working shifts between 08:00 to 20:15 hours. Great potential to develop your career
A great culture where we value our staff and have a friendly and open atmosphere
We are based at William Armstrong Drive, Newcastle Business Park, Newcastle upon Tyne, NE4 7YA

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