At a Glance
- Tasks: Lead proactive customer care initiatives and drive transformation across British Airways' operations.
- Company: Join British Airways, a pioneering airline with over 100 years of history.
- Benefits: Enjoy staff travel perks, competitive salary, and opportunities for career growth.
- Other info: Inclusive culture that values diversity and encourages personal development.
- Why this job: Make a real impact by transforming customer care and enhancing the travel experience.
- Qualifications: 2+ years in management, strong stakeholder engagement, and a passion for customer service.
The predicted salary is between 65000 - 78000 £ 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: Lead Proactive Customer Care Operational Delivery Manager. Are you passionate about helping British Airways move from reactive customer service to proactive customer care, ensuring we identify and resolve issues before they become problems for our customers? This is an exciting opportunity to join British Airways' Proactive Customer Care (PCC) team as Lead Proactive Customer Care Operational Delivery Manager. PCC is at the forefront of BA's 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 is a 24/7 global operation, supporting customers around the world and playing a critical role in how British Airways anticipates, manages and recovers disruption. As the function continues to grow, PCC remains central to BA's ambition to deliver more proactive and personalised support to customers. In this role, you will lead the operational delivery of PCC's proactive agenda across our Delhi and Customer Care sites, ensuring we have the capability, governance and operational excellence needed to scale our impact.
What you’ll do:
- Support the development and delivery of PCC and Customer Relations strategies, helping drive the continued transition from reactive to proactive customer care.
- Lead stakeholder engagement and chair governance for Find It Fix It (FIFI), identifying issues that impact our customers at the root cause.
- Lead our operational delivery and ramp up of proactive initiatives in Call BA, our Contact Centre in Delhi, and across our other contact centre sites.
- Represent PCC across senior stakeholder groups, building momentum behind key customer and operational improvements.
- Own and manage key transformation initiatives and delivery plans, ensuring priorities remain aligned to Customer Care objectives.
- Develop performance reporting and scorecards that provide insight, drive accountability and support operational decision-making.
- Build strong relationships across global teams and travel where required to strengthen capability, share best practice and identify opportunities for improvement.
- Lead, support and develop colleagues in your team and across the wider team, creating an environment focused on performance, engagement and continuous improvement.
What you’ll bring to British Airways:
- Minimum 2 years experience in a management role and leading a team (essential).
- Travel to our global contact centre sites (UK and India) is essential for this role.
- Knowledge of Customer end to end journey (essential).
- Experience working with senior stakeholders and confidence in presenting insights to large audiences (essential).
- Demonstrated ability to manage complex initiatives or programmes (essential).
- Experience within customer operations, disruption management or contact centres (desirable).
- Ability to use WAVE or other transformation platform tools (desirable).
- Strong understanding of performance metrics, reporting and dashboards, with ability to use Tableau and Power BI (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.
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.
Lead Proactive Customer Care Operational Delivery Manager employer: British Airways
British Airways is an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration in the heart of the aviation industry. As a Lead Product Data Scientist, you will have access to cutting-edge technology and significant opportunities for professional growth, all while contributing to impactful projects that enhance operational efficiency. With a commitment to employee development and a focus on delivering measurable business value, British Airways provides a rewarding environment for those looking to make a difference in their careers.
