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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 top tour operators, known for unforgettable holidays and a close-knit team culture.
- Benefits: Enjoy flexible working, 26 days holiday, flight discounts, and private medical cover from day one.
- Why this job: Be part of a passionate team that values diversity and offers real growth opportunities in your career.
- Qualifications: Experience in customer operations, strong problem-solving skills, and the ability to work under pressure.
- Other info: Hybrid working available, with a supportive onboarding programme for new starters.
The predicted salary is between 21500 - 24500 £ 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) plus additional 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 our community.
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. #J-18808-Ljbffr
Customer Operations & Support Executive employer: British Airways Holidays
Contact Detail:
British Airways Holidays 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, especially customer operations within tour operators. Understanding common challenges like booking discrepancies and customer service expectations will help you stand out during interviews.
✨Tip Number 2
Showcase your problem-solving skills by preparing examples of how you've handled difficult customer situations in the past. Be ready to discuss specific instances where you turned a negative experience into a positive one.
✨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 may even refer you internally, which can significantly boost your chances.
✨Tip Number 4
Prepare for the interview by practising common customer service scenarios. Role-playing these situations can help you articulate your thought process and demonstrate your ability to remain calm under pressure.
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 responsibilities outlined in the job description.
Showcase Problem-Solving Skills: In both your CV and cover letter, include instances where you've successfully resolved issues or improved processes. This will demonstrate your ability to make pragmatic decisions and find creative solutions, which is crucial for this role.
Highlight Teamwork Experience: Since the role involves working closely with suppliers, colleagues, and customers, be sure to mention any previous teamwork experiences. Highlight how you contributed to team success and built relationships, as this aligns with the company's values.
How to prepare for a job interview at British Airways Holidays
✨Show Your Customer Service Skills
Since the role focuses heavily on customer operations, be prepared to share specific examples of how you've delivered excellent service in previous positions. Highlight your ability to handle conflicts and maintain professionalism under pressure.
✨Demonstrate Problem-Solving Abilities
The job requires quick thinking and pragmatic decision-making. Prepare to discuss scenarios where you've successfully resolved issues or improved processes, showcasing your creativity and resourcefulness.
✨Familiarise Yourself with the Company
Research British Airways Holidays and understand their values, culture, and services. Being knowledgeable about the company will not only impress the interviewers but also help you align your answers with their mission and goals.
✨Ask Insightful Questions
Prepare thoughtful questions to ask at the end of the interview. This shows your genuine interest in the role and the company. Inquire about team dynamics, training opportunities, or how success is measured in the position.
