Customer Manager, Terminal 3 in City of London

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: Customer Manager, Terminal 3. Are you an inspirational leader that enjoys working in a fast paced, dynamic environment? Are you a big picture thinker, able to drive both people and operational performance? An exciting opportunity has arisen to become a key member of the Management team at Terminal 3. The role’s purpose is to lead the customer team in delivering a safe, punctual and world class operation.

What you’ll do: This is shift-based work to cover 365 days of the operation. You will relish challenges, find motivation in empowering a large team of customer agents, and be dedicated to unlocking their full potential to deliver exceptional customer satisfaction and operational performance. Your daily focus will be on ensuring the team achieves outstanding standards, embracing continuous improvement while maintaining an unwavering commitment to safety, and managing the operation in times of disruption.

What you’ll bring to British Airways: The ideal candidate will thrive on a challenge and be motivated by leading a team of customer agents to fulfil their potential and in turn deliver for our customers. Your daily focus will ensure that the team delivers exceptional standards of customer satisfaction, operational performance and drives continuous improvement. This will be underpinned by an uncompromising focus on safety and delivery against financial parameters. You will promote high levels of engagement by developing a highly engaged working environment, where colleagues are recognised and feel empowered. You will be instrumental in driving and influencing the vision. Exceptional stakeholder management will be key to forming effective working relationships and achieving longer term strategic success.

Your experience: Significant operational experience - Required. Strong People Management, coaching and leadership experience. Understanding of trade unions. Understanding people policies and processes is desirable. Must be able to hold an airside pass. Experience of working cross functionally and cross culturally across Heathrow operations. Conflict management/crisis management. Emergency Planning. Working under pressure. Ability to work independently. Ability to obtain a full airside ID.

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. We’re looking for people from all backgrounds and cultures to join us and be a part of our journey to become a Better BA as we continue to connect Britain with the world and the world with Britain.