Proactive Customer Communications Executive

We know that every British Airways colleague is on their own, original journey. That’s why we believe in putting our people in control of their careers, encouraging all those who work for us to view and apply for internal job opportunities right across our airline. Perhaps you’re ready to move upwards and take on a new challenge within your business area. Or maybe you’re inspired to move to a different department and broaden your experience. Whichever direction you’re headed next, we want you to be able to progress in a way that feels right for you, with the support of your manager. British Airways never stands still, and we don’t expect our people to either.

The Role:

• Deliver detailed and timely communications to customers during disruptions, including the distribution of hotel information and vouchers.
• Responsible for delivering customer responses using our communications platform in scenarios such as delays, night stops, diversions, and cancellations.
• As part of a 24/7 operational team, deliver a customer-centric approach throughout the customer journey, intervening where necessary to reduce customer effort.
• Implement digital and non-digital voucher solutions to improve customer experience and provide duty of care.
• Create an environment driven towards proactive service and communications, boosting NPS and delivering our Five Fundamentals of Proactive Customer Care.
• Collaborate across key stakeholder groups to deliver tailored, meaningful, and cost-effective service recovery opportunities.
• Protect our most vulnerable, high-value customers through personalized channels during mass disruptions.
• Actively support other initiatives as required.

What you’ll bring to British Airways:

• Passion for delivering excellent customer service.
• Able to lead long-term strategy and gain buy-in from colleagues.
• Adaptability in an ever-changing environment.
• Inspiring and supportive leadership skills.
• Excellent stakeholder management.
• Strong communication, negotiation, and influencing skills.
• Emotionally resilient with well-developed coping skills.
• Positive reaction to change and willingness to challenge the status quo.
• Awareness of external and competitor propositions.
• Experience implementing change within an operational environment.
• Cross-functional team working experience.
• Experience in an environment where health and safety are paramount.

Your experience:

• Confident in written communication to large audiences (English).
• Ability to collaborate effectively with colleagues.
• Understanding of how to navigate a large organization to achieve objectives at senior levels.
• Able to make timely decisions.
• Resilience in times of adversity and change.
• Previous experience in an operational environment.
• Experience with 15Below/Salesforce is ideal.

What we offer:

We believe that all the people who work with us should feel valued for the part they play. It’s one of the reasons our rewards go far beyond a competitive salary. 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. We encourage all those who work for us to consider opportunities across our business to help you develop and progress.

Inclusion & Diversity

At British Airways, we all have a part to play in creating an inclusive workplace. Diverse representation among our people is important to us, and we recognize that all our colleagues are uniquely different and bring their own originality, creativity, and identity to work. Inclusion and diversity are key drivers of innovation, and we’re committed to creating a culture where everyone feels 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.