Colleague Experience Information Lead Heathrow, England
Job description
This is a key time to be joining British Airways as we Build a Better BA. We take huge pride in our past – but we’re looking to the future as an airline that loves embracing the best of modern Britain. Our country’s creativity, diversity, style, wit and warmth are the same special qualities that make us who we are. If you’re made of the same qualities as us, you could soon be part of the next chapter of our story. Together as one team, we’re connecting Britain with the world and the world to Britain like no one else
Exciting opportunity to join the People Operations team in the role of Colleague Experience Information Lead.
This is a new role responsible for maintaining and developing our colleague facing People (HR) related information across multiple internal channels. The role holder will champion the colleague experience proposition and play a key part in delivering change.
Key duties
- Maintenance of People related information across multiple colleague facing channels including Chatbot, Live chat, RightNow, intranet, telephony and standard letters and emails
- Support the operational delivery teams, resolving on the day issues with published information and providing guidance and advice to enable delivery of excellent customer service
- Ensure integrity and consistency of all colleague related information working to agreed standards and processes for creation, maintenance and publishing
- Create reports and analyse data on the colleague experience including customer satisfaction surveys and operational performance metrics
- Run skillbytes and issue comms for colleagues and line managers championing and promoting the use of all contact channels including collecting and acting on feedback
- Support the development of new contact channels including implementation of the People Chatbot, new forms and apps
About you
- Experience of delivering verbal and written colleague communications (essential)
- Experience of owning plans and processes (essential)
- Experience of working with multiple technologies (desirable)
- Delivering in a busy operational environment (essential)
- Background in People processes or policies (desirable)
- Understanding of BA people processes and policies (desirable)
Our Corporate and Support roles come with big potential to make your mark on our business. The airline industry changes so fast that we’re constantly evolving and finding new ways to impress customers and get ahead of our competitors. If you’re an innovator and brave and bold thinker, you will be in your element at British Airways.
Your impact on British Airways will be rewarded with a competitive rewards package plus the opportunity to develop and progress your career in many directions.
Not only will you have the chance to further your career development within BA, you’ll have access to our competitive reward and benefits package. This includes core company paid benefits such as a Defined Contribution pension scheme, generous Life Assurance cover and a whole host of options to support your physical, mental and financial wellbeing. You can also sign up for a range of voluntary benefits such as Private Medical cover, Dental and Critical Illness cover, Technology Scheme, Cycle to Work and Electric Car Scheme. And of course, you’ll be able to enjoy the benefit of staff travel as soon as you join us
We are an equal opportunities employer and value diversity at British Airways. We do not discriminate on the basis of race, religion, age, marital status, veteran status or disability status. This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.
N.B. We reserve the right to close a vacancy before the closing date in the event of an overwhelming response or a change in business priorities
