community relations manager 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.
This is a high profile opportunity to lead the Global Customer Relations team investigating and responding to complaints. You'll build processes that provide a consistent market leading service for our customers. You'll be interacting with the leadership team to demonstrate how transformative action is delighting our customers and delivering timely and successful resolution
About the role
- Developing a plan to transform and improve all aspects of Global Customer Relations.
- Ensuring the complaints and /dispute processes are outstanding through regular benchmarking inside and industry and outside of the industry.
- Ensuring regulatory requirements are met and the customer experience is best in class and aligned to the BA principles/values.
- Identifying and implementing business improvement activities and initiatives that ensure BA’s complaint handling is market leading, with 'technology first' thinking.
- Ensuring a process is in place to feedback trends to enable resolution issues based on a data led approach, preventing future failures
- Leading, inspiring and empowering the Global Customer Relations team to deliver an exceptional customer experience aligned to the Global Engagement Centre strategy
- Inspiring a team of Managers who support resolution of customer complaints, escalations and disputes
- Driving key performance measures around the reduction of complaints, effective outcome delivery, timely and effective case resolution
- Creating a coaching culture where customer resolution is at the forefront
- Crafting a culture of engagement and advocacy through effective and visible leadership
- Building and leading a culture of empowerment and trust where colleagues are encouraged to make the right decisions for customers
- Responsible for managing the Customer Relations budget, ensuring effective cost management and benefit realisation
- Building and maintaining effective internal and external relationships
- Working as one Global Engagement Centre leadership team and carry out On Call duties representing Customer Care Leadership Team
About you
- Extensive experience of leading and engaging a team through transformation to deliver significant culture change
- Experienced in leading teams in a large-scale complex operation
- Experienced in delivering technological solutional to address complex business solutions
- Must have the ability to travel to lead teams in multiple locations
- Extensive experience of managing operational customer service teams
- Experienced in overseeing the development and implantation of company wide initiatives that improve customer relations and Brand loyalty.
- Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
- Proven Management and/or relationship management experience at a senior, strategic level role.
- Established track record of exceeding targets, KPI’s SLA’s, in a quality led, legislative compliant environment
- Able to interpret MI and develop strategy and make recommendations.
- Demonstrate ability to motivate and communicate with others at all levels
- Influential relationships skills. Able to use these relationships to deliver service improvements
- Excellent communication and negotiation skills.
- Able to adapt and succeed in a changing environment
- Evidence of well-developed leadership skills.
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.
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