At a Glance
- Tasks: Drive proactive customer care initiatives and ensure smooth operational delivery.
- Company: Join British Airways, a leading airline with over 100 years of history.
- Benefits: Enjoy staff travel perks, competitive salary, and opportunities for growth.
- Other info: Dynamic work environment with a focus on inclusion and diversity.
- Why this job: Be part of transforming customer care and making a real impact.
- Qualifications: 1+ year in project management and operational roles; strong communication skills.
The predicted salary is between 45000 - 55000 £ per year.
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. 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. A job at British Airways is yours to make.
The role: Proactive Customer Care Operational Delivery Manager. Are you passionate about turning plans into action, driving delivery at pace and making sure complex initiatives land successfully in a fast-moving operational environment? This is an exciting opportunity to join British Airways' Proactive Customer Care (PCC) team as a PCC Operational Delivery Manager. PCC is at the forefront of British Airways' ambition to transform customer care, moving from reactive service to proactive intervention by identifying and resolving issues before they become problems and reducing customer effort at every stage of the journey.
Today, PCC operates as a 24/7 global customer care function, proactively supporting customers around the world and playing a critical role in how British Airways anticipates, manages and recovers disruption. As part of this growing global operation, you'll be responsible for driving the day-to-day delivery of PCC's transformation and growth agenda, working across our Customer Care sites, including Delhi. You'll own detailed delivery plans, coordinate activity across multiple workstreams and ensure initiatives remain on track, risks are managed and key milestones are achieved.
Working closely with the Lead PCC Operational Delivery Manager and PCC Leadership Team, you'll play a pivotal role in translating strategy into operational reality, supporting operational readiness, embedding new ways of working and ensuring transformation programmes deliver lasting benefits for customers, colleagues and the business.
What you'll do:
- Support the delivery of PCC transformation initiatives, including our contact centre (Call BA in Delhi) ramp-up activity, working closely with senior stakeholders across PCC and Customer Care.
- Assist in the development and execution of plans to scale PCC capability, including supporting training, floor-walking and operational readiness activity.
- Prepare and maintain reporting outputs, supporting the creation of regular PCC updates, insight packs and presentations for leadership forums.
- Analyse operational performance data and shift reports to identify emerging trends and support the development of improvement actions.
- Coordinate activity across PCC, Customer Relations and global teams, helping maintain alignment and effective communication.
- Support the management of delivery plans, risks, actions and milestones through transformation tracking tools.
- Attend operational and project meetings, capturing actions and ensuring progress is monitored and communicated.
- Contribute to the development of processes, training materials and operational documentation.
- Build strong relationships across PCC, Call BA and wider business teams to support successful delivery of key initiatives.
- Support wider transformation activity, including Find It Fix It (FIFI), through action tracking, reporting and stakeholder engagement.
What you'll bring to British Airways:
- You bring a passion for operational excellence and a proactive, solutions-focused mindset.
- You enjoy working in a fast-paced environment where collaboration, organisation and delivery are critical to success.
- You'll be highly organised, analytical and delivery-focused, with the ability to manage multiple priorities while maintaining attention to detail.
- Comfortable working with stakeholders across different teams and locations, you'll build strong relationships, communicate effectively and help drive progress across a broad range of initiatives.
- Strong stakeholder management and communication skills.
- Excellent organisational, planning and prioritisation capability.
- Strong project and task management skills.
- A collaborative approach and willingness to learn and develop.
- Resilience and adaptability in a rapidly changing environment.
- Strong analytical skills with the ability to interpret data and identify trends.
- A reliable, delivery-focused approach and the ability to work across multiple workstreams simultaneously.
- Confidence creating structured reports, presentations and communications tailored to different audiences.
Your experience:
- Minimum 1 year experience in building project plans, and tracking risks, actions, issues and decisions (essential).
- Frequent travel to our global contact centre sites (UK and India) is essential for this role.
- Minimum 1 year experience in an operational role (desirable).
- Knowledge of Customer end to end journey (essential).
- Experience supporting initiatives or projects from concept to delivery desirable (essential).
- Exposure to stakeholder management and cross-functional working (desirable).
- Confident in creating reports, presentations or training materials desirable.
- Experience with leading change across 100 colleagues or more (desirable).
What we offer:
We believe that all the people who work with us should feel valued for the part they play. 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.
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.
If you would like to learn more about the role or have any questions before applying, we will be hosting two informal drop-in sessions. Feel free to join any session to hear more about the opportunity and ask any questions you may have.
Proactive Customer Care Operational Delivery Manager employer: British Airways PLC
At British Airways, we pride ourselves on being an exceptional employer, offering a dynamic work environment at Heathrow where every team member is valued and empowered to reach their full potential. With competitive salaries, extensive staff travel benefits, and a strong commitment to inclusion and diversity, we foster a culture of continuous improvement and professional growth. Join us in delivering world-class service while enjoying the unique advantages of working for the nation's flag carrier, where your ambition can truly take flight.
StudySmarter Expert Advice🤫
We think this is how you could land Proactive Customer Care Operational Delivery Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at British Airways PLC. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like British Airways PLC before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Proactive Customer Care Operational Delivery Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to British Airways PLC:Your cover letter is your chance to shine! Tell us why you want to work at British Airways PLC specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at British Airways PLC!
How to prepare for a job interview at British Airways PLC
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
