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For Companies At a Glance
- Tasks: Support customers and agents, ensuring seamless travel experiences through problem-solving and communication.
- Company: Join one of the UK's leading tour operators, known for unforgettable holidays and a close-knit team culture.
- Benefits: Enjoy flexible working, 26 days holiday, travel discounts, and private medical cover from day one.
- Why this job: Make a direct impact on customers' travel memories while growing your skills in a supportive environment.
- Qualifications: Experience in customer operations, strong problem-solving skills, and a passion for helping others are essential.
- Other info: Hybrid working options available; part-time discussions welcome during interviews.
The predicted salary is between 22500 - 27000 £ per year.
Come Work With Us!
At the heart of everything, is our people – both our customers and our incredible team.
We\’re proud to be one of the UK\’s leading and most trusted tour operators, offering unforgettable holidays, handpicked hotels, car hire, and amazing experiences through ba.com and the British Airways contact centres. With 24/7 support and a focus on the details that matter, we take our customers\’ holidays seriously – so they can focus on the fun.
We are part of the growing, ambitious IAG Loyalty business, made up of British Airways Holidays, Loyalty (the home of Avios) and The Wine Flyer, which brings the stability of a strong collective but keeping our close-knit culture of a smaller company. There are just 360 of us here at British Airways Holidays, and it\’s our passion, creativity, excellence, and warmth that set us apart.
Now\’s a great time to join us – we\’re growing and have big plans for the future!
About the role
Every one of our booking references is a family, couple, group of friends or solo traveller, all making their own treasured travel memories. You will have a direct impact on the memories they are making.
Based in our Crawley Head Office you will be working shifts within a supportive and friendly operational team to provide support to direct customers, contact centre agents and suppliers, to ensure customers have a positive pre-travel experience, with all bookings in place and ready for seamless travel. You will do this via telephone, email and our in-house systems, trouble shooting real time issues and finding pragmatic and creative solutions to challenges such as failed bookings, rejected bookings, pricing discrepancies and system issues.
What you will be doing
- Actioning a variety of emails, queues, failed bookings and calls as allocated daily.
- Working closely with suppliers, internal colleagues, contact centre agents and direct customers, building great relationships at all touchpoints.
- Problem solving and decision making to determine the best course of action and seeing any issues through to resolution, balancing customer service best practice with the needs of the business.
- As you develop in the role you will coach, buddy and train new starters to pass on your knowledge and expertise.
What you will bring:
Our team come from all sorts of operational backgrounds but they all share:
- Proven ability to work under pressure and multi-task
- Proven experience in a customer operational role, working as part of team
- Proven experience of delivering excellent service with a warmth, passion and genuine desire to help others
- Proven experience handling conflict with professionalism and resilience
- Ability to work shifts
- Accuracy and attention to detail with excellent organisational ability
- Able to make pragmatic decisions and find solutions for our customers
What we can offer you
£25,500 to £27,000 per annum salary (this may vary depending on your relevant skills and experience) plusadditional shift allowance of £3,600 per annum.
Shifts
- 5 shifts in 7 days.
- Earliest shift is 8am to 4pm and latest shift is midday to 8pm with a variety of shift times in between.
- Our team covers 364 days a year, including all weekends and bank holidays but closed 25 December
- Shift allowance of £3,600 per annum in addition to base salary.
- The team\’s shifts are rostered 3-4 months in advance
Where You\’ll Work
Our office is in Crawley, and we offer hybrid working within the UK. Most roles are based in the office twice a week (or more depending on business needs), with coordinated in-office days for team collaboration. We have a tailored and comprehensive onboarding and training programme so new joiners are in the office full-time for their first 16 weeks to be a part of that programme.
Why You\’ll Love It Here
- 26 days holiday a year, increasing by one day for every two complete years\’ service, to a maximum of 30 days – plus bank holidays. With the option to buy or sell 5 more.
- Unlimited standby and premium standby fares for you and your nominees (on the BA network and partner airlines) from day one
- Holiday and flight discounts for you, friends, and family from day one
- Flexible working hours
- Annual bonus based on company and individual performance
- Pension contributions (6% company/3% employee)
- Private medical and dental cover with BUPA. Paid options to cover partner and children.
- Enhanced Primary and Co-Parent Leave
- Enjoy up to 20 days working in Europe a calendar year under our hybrid working policy.
- Cycle to work scheme
- Electric/ULEV car scheme
- Ability to purchase Avios from salary at a discounted rate
- Wellbeing and recognition programmes to support and celebrate you
- A culture that truly values diversity, equity, and inclusion – because everyone deserves to feel they belong
What Makes Us Special
You do! Our people bring the energy, the warmth, and the ideas that make British Airways Holidays extraordinary. We\’re proud of the trust our customers place in us – and we reflect that same trust in each other, our partners and IAG Loyalty.
As we grow, you\’ll have the chance to grow too – with real opportunities to develop your skills and your career.
Come join a team that\’s passionate about travel, serious about quality, and full of people who love what they do.
Diversity, equality & inclusion are all important to us. We believe a diverse and inclusive workplace contributes to our sense of wellbeing and belonging, enabling us all to thrive professionally and personally. Equality and equity are important in ensuring that everyone is treated fairly. Our focus is on creating a positive and inclusive working environment for all.
- We aim to be inclusive – everyone feels valued and respected as an individual.
- We aim to ensure equality and equity – everyone treated fairly as individuals with recognition of unique differences.
- We aim to be diverse – with a mix of colleagues representing ourcommunity.
We are advertising this role as a permanent full-time role, however if you would like to apply on a part-time basis, you are welcome to open a discussion about this at the Teams interview stage.
Closing date for applications is : 6th July
Please note – we may close this vacancy early if we receive lots of applications or business priorities change.
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Customer Operations & Support Executive employer: British Airways PLC
Contact Detail:
British Airways PLC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Operations & Support Executive
✨Tip Number 1
Familiarise yourself with the travel industry and British Airways Holidays specifically. Understanding our services, values, and customer expectations will help you demonstrate your passion for the role during interviews.
✨Tip Number 2
Showcase your problem-solving skills by preparing examples of how you've handled challenging situations in previous roles. This will highlight your ability to think on your feet and find solutions, which is crucial for this position.
✨Tip Number 3
Network with current or former employees of British Airways Holidays on platforms like LinkedIn. They can provide insights into the company culture and the specific qualities we value in our team members.
✨Tip Number 4
Prepare to discuss your experience in customer service and operational roles. Be ready to explain how you've delivered excellent service and built relationships, as these are key aspects of the Customer Operations & Support Executive role.
We think you need these skills to ace Customer Operations & Support Executive
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer operations and support. Emphasise your ability to work under pressure, multi-task, and deliver excellent service, as these are key qualities the company is looking for.
Craft a Compelling Cover Letter: In your cover letter, express your passion for travel and customer service. Mention specific examples of how you've handled conflict professionally and provided solutions in previous roles, aligning with the company's values.
Showcase Problem-Solving Skills: During the application process, highlight your problem-solving abilities. Provide examples of situations where you successfully resolved issues, particularly in a customer-facing role, to demonstrate your fit for the position.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. Attention to detail is crucial for this role, so ensure your application reflects that quality.
How to prepare for a job interview at British Airways PLC
✨Show Your Passion for Customer Service
Make sure to express your genuine desire to help others during the interview. Share specific examples from your past experiences where you went above and beyond to ensure customer satisfaction.
✨Demonstrate Problem-Solving Skills
Prepare to discuss scenarios where you've successfully resolved conflicts or issues. Highlight your ability to think on your feet and provide pragmatic solutions, as this role requires quick decision-making.
✨Familiarise Yourself with the Company
Research British Airways Holidays and understand their values, culture, and services. Being knowledgeable about the company will show your enthusiasm and help you align your answers with their mission.
✨Highlight Teamwork Experience
Since the role involves working closely with various teams, be ready to share examples of how you've collaborated effectively in the past. Emphasise your ability to build relationships and work well under pressure.
