Proactive Customer Care Operations 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.
We are looking for people who can demonstrate accountability for creating an environment driven towards proactive customer service and boosting NPS across multiple touchpoints.
This role leads an “on the day” team responsible for identifying and delivering in the moment solutions for our customers, working collaboratively across all directorates, pre-empting and proactively identifying issues, defining innovative service recovery opportunities and ensuring these are resolved at the earliest possible opportunity.
What you’ll be doing!
- Delivering a 24/7 Customer Care Centre which drives a customer centric approach throughout the customer journey and intervening where necessary
- Identifying opportunities to pre-empt and proactively manage disrupted customers when we know have a service failure
- Proactively identifying initiatives based on customer and competitor insights
- Delivering tailored, meaningful and cost-effective service recovery opportunities
- Driving a “Listen and do the right thing” culture across all customer touchpoints
- Ensuring the Proactive Customer Care operation is protected 24/7, including any disruption.
To be the best – we need the best!
- Experience of managing and leading in an operational role
- Experience in a customer focused role
- Experience in disruption management
- Proven experience of leading and developing people
- Knowledge of Customer end to end journey
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.
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.
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.
