R O L E T I T L E – C U S T
R O L E P U R P O S E – TO DELIVER WORLD CLASS CUSTOMER SERVICE AND SALES FOR BRITISH AIRWAYS
CUSTOMERS AND ITS PARTNERS WHILST MAXIMISING REVENUE THROUGH MULTIPLE CHANNELS
DI R E C T O R A T E – B R A N
J O B F A M I L Y –CUSTOMER SERVICE
Scope – Professionally handles multi-channel
customer contact. Promotes the BA brand, products
and services, providing a high level of service and
meets performance standards and quality
expectations. Work hours: Shift work Mon-Sun 0800-
2015
Operating hours subject to change
Accountabilities
• Make a positive impact on every customer by
providing exceptional levels of customer service,
dealing with queries and providing first contact
resolution, only escalating when required
• Makes empowered decisions which take into
account the balance between the customer and
business needs.
• Seeks opportunities with every customer to
maximise revenue through the selling of all BA
products, services and ancillaries
• Takes personal responsibility to improve process
and procedures to maximise customer
satisfaction and efficiency
• Keeps up to date with policies and products
using the resources available in order to support
the delivery of service and selling excellence
• Motivated and focused to achieve individual,
team and company targets and goals
• Proactive in finding solutions to achieve
customer retention and future loyalty
• Work collaboratively across business to resolve
customer contact fully and provide feedback to
drive business improvement based on customer
insight
• Handle all customer contacts in an efficient
timely manner
O M E R S E R V I C E A D V I S O
D S & C U S T O M E R E X P
Behaviours and attitude
• Motivation to go above and beyond for
the customer
• Is flexible and adaptable, ready to
understand and embrace change
• Positive can do attitude
• Punctual and reliable
• Role models BA brand values to our
customers and their colleagues
• Strives to consistently deliver a high level
of service and shows resilience to deliver
targets
My core traits
• BA Brand advocate for all of our customers and
will go the extra mile
• Identifies products and services that meet and
exceed customer expectations
• Supportive team player
• Treats all colleagues and customers with respect
• Self motivated
• Seeks support when required • Open to change
• Multi skilled, adaptable in my approach in order
to achieve First Contact Resolution as our
business evolves
• Delivers a high level of service that supports the
retention of customer business and builds
loyalty to BA
• Empathetic and able to put themselves in the
customer’s shoes
• astute with quality and service my focus
• Innovative thinker, creative problem solver,
solution orientated and can make tough
decisions
• Agile and forward thinking, responding to ever
changing and resilient business environments
with a digital mindset.
• Clear communicator, collaborate across the
organisation
R GRADE -CC6
E R I E N C E
REGION – NCL/MAN
Skills / capabilities Key enablers
• Customer focused • Able to deliver an engaging service to
• Able to consistently deliver excellent customer all customers via multiple channels
service • Open to feedback and direction set by
• Able to communicate clearly and influence my manager and/or Customer Service
customers when offering solutions Specialist
• Effective selling skills • Attend regular performance reviews
• Able to problem solve / find solutions utilising with my managers to discuss
supporting material opportunities for development
• Data literate and accurate with data entry • Engage positively with my peers to
• Excellent written and verbal communication contribute to a positive working
skills environment
• Collaborative team player • Works responsibly, with a commercial
• Resilient and able to cope under pressure focus to support the delivery of a cost
• Empathetic and adaptable to a diverse effective business
customer base • Takes ownership of personal
development following feedback or
proactively where appropriate
Qualifications / experience
• Ability to search for, read, understand and
communicate policy and processes as appropriate
and apply knowledge to manage customer
transactions effectively
• Ability to understand customer transaction
Key performance indicators
procedures on completion of appropriate training
• Quality and service delivery standards
courses
• Ability to communicate effectively both verbally and • Revenue focus
in the written word • Customer retention
• Awareness of alternative customer channels of • Attendance / Punctuality
contact to make recommendations that meet
• First Contact Resolution
customer needs
• Proven experience of customer service preferably • Mandatory Training
• Productivity targets relevant to the
through a variety of different platforms
business area
• Ability to confidently liaise with others internally and
externally to address customer queries • Compensation and Good will spend