Our Manchester Contact Centre is one of our network of global contact centres. We have contact centres all around the world, including Newcastle, Bremen (Germany), Dubai and Delhi, looking after our global customers throughout their journey with us.
We know at BA that our customer's experience begins long before they enter the airport and often after they return. At BA we are dedicated to providing customer service beyond the airport or on board, this is why our contact centres are so important in delivering this service.
About the role
It’s a full-time role working on a shift basis, your customers will be worldwide and you’ll be the voice of British Airways. Taking inbound calls you will answer queries and change bookings, helping and providing solutions to all kinds of people, to assist them to get to all kinds of places.
To make sure they get the best from us, you’ll recommend additional products and services that suit their needs, taste and budget. Taking care to answer every question first time, you’ll always put customer satisfaction first.
We will give you the freedom to find the best solution for the customer using your knowledge of the vast network BA operates. Every call is different and you will encounter a real variety of customer situations due to the global nature of BA and the vast route network we run. This means that each day brings something new.
About the day to day
Provide our customers with excellent levels of customer service to maximise customer satisfaction and find solutions at the first contact
Take incoming calls from customers, providing solutions and advice that best maintains the relationship with the customer and supports business needs
Resolve pre-travel customer issues and assist in service recovery following a major disruption or incident
Identify potential ways to improve processes, cost savings or other business efficiencies and constantly feed in customer feedback to improve the Contact Centre offering
Enter data into the British Airways systems accurately to ensure the integrity of future data and bookings