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: Proactive Customer Communications Executive [Entry level role]

What you’ll do:

Ability to deliver detailed and timely communications to customers when in disruption, including the distribution of Hotel and LightResponsible for a delivering the customer response using our comms platform in scenarios such as delays, night stops, diversions and cancellations, including hotel and voucher issuance, enacting the plan set out with the Customer Care Ops ManagersAs part of a 24/7 operational team, you are responsible for delivering a customer centric approach throughout the customer journey, intervening where necessary and reducing customer effortRefreshment Digital and Non-Digital Voucher solutions to improve customer experience and provide duty of careBe accountable for creating an environment driven towards proactive service, communications and boosting NPS, delivering our Five Fundamentals of Proactive Customer CareWork collaboratively across key stakeholder groups, to deliver tailored, meaningful and cost-effective service recoveryopportunitiesProtect our most vulnerable, high value and important customers through personalised channels in mass disruption, informing them proactively where possible that we are here to help when they need usActively support on other initiatives if required

What you’ll bring to British Airways:

Passionate about British Airways drive to deliver excellent customer serviceAble to deliver and lead long term strategy, gaining buy in from colleaguesA passion for learning and adapting in an ever changing environmentDisplays inspiring and supportive leadership skills & behavioursExcellent stakeholder managementStrong communication, negotiation and influencing skillsEmotionally resilient with well-developed coping skillsReacts positively to change and will challenge the status quoAwareness of external and competitor propositionsExperience of implementing change within a operational environmentCross functional team workingExperienced in an environment where health and safety are paramount

Your experience:

Confident in written communication to be sent to large audiences (English)Ability to collaborate with colleagues effectivelyConfidence and understanding on how to navigate a large organisation (OpCo and/or Group) to achieve objectives atsenior levelsAble to make decisions in a timely fashionShowing resilience in times of adversity and changePrevious experience of working within an operational environmentExperience in 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 right across our business to help you develop and progress.

We never stand still, and we don’t expect our people to either.

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