BA

• What is the role title for this position?

  Customer Experience Representative
• What is the primary purpose of the Customer Experience Representative role?

  Ensure customers safely navigate the airport
• Which airport is associated with this role?

  Heathrow
• What is the job reference number for this position?

  10171
• What is included in the scope of this role?

  On the day customer experience delivery
• What are the main accountabilities of a Customer Experience Representative?

  • Host British Airways and codeshare customers
  • Deliver a world-class customer experience
  • Provide differentiated service to premium customers
  • Resolve customer problems efficiently
  • Build and strengthen customer relationships
  • Maximize revenue opportunities
  • Mentor colleagues as needed
  • Facilitate safe, secure departures
  • Adhere to safety and regulatory requirements
• What is expected of the Customer Experience Representative regarding customer service?

  Deliver a world-class customer experience
• What is the first point of contact for customers?

  Customer Experience Representative
• How should the Customer Experience Representative handle problems?

  Resolve problems efficiently with minimal inconvenience
• What is one of the responsibilities regarding premium customers?

  Provide a differentiated service
• What does it mean to role model behaviors in this position?

  Provide shadowing support and mentoring
• What is a key aspect of ensuring departures?

  Facilitate safe, secure, on-time departures
• What is the expectation regarding safety and security?

  Uncompromising in safety and regulatory requirements
• What is a potential additional task for this role?

  Undertake adhoc work on an exceptional basis
• What behaviors and attitudes are expected from a Customer Experience Representative?

  • Role model BA brand behaviors
  • Exude a can-do attitude
  • Be flexible and agile
  • Act as an ambassador for BA
• What is a core trait of a Customer Experience Representative?

  Passionate about service and customer experience
• How should a Customer Experience Representative handle issues?

  Take ownership to find a resolution
• What is important regarding personal appearance?

  Champion uniform standards
• What is paramount in all actions of a Customer Experience Representative?

  Safety
• What skills and capabilities are essential for this role?

  • Strong verbal and written communication
  • Excellent teamwork
  • Proactivity and positive attitude
  • Resilience in difficult situations
  • Good computer and numeracy skills
  • Ability to give and receive feedback
  • Understanding of customer satisfaction drivers
  • Ownership and timely decision-making
• What is the minimum age requirement for this position?

  18 years old
• What language proficiency is required?

  Fluent in spoken and written English
• What is required regarding passport validity?

  Minimum of 12 months before expiry
• What is necessary for living and working in the UK?

  Unrestricted right to live and work
• What is required to obtain an airside pass?

  Ability to obtain and retain an airside pass
• What is the shift work requirement for this role?

  Willing to work 24/7, 365 days a year
• What type of experience is desirable for this role?

  Hospitality experience
• What are the key enablers for this role?

  • Strong understanding of airport systems
  • Specialized training
  • Performance management tools
  • Development opportunities
• What are the key performance indicators for this role?

  • Customer Scores - NPS
  • Revenue Generation
  • Safety Compliance
  • Customer and Colleague Recognition
  • Attendance
  • Operational Performance
• Who is the CEO and Chairman of British Airways since 2020?

  Sean Doyle
• Who is the Chief Customer Officer of British Airways?

  Calum Laming
• Who is the Director of Sustainability at British Airways?

  Carrie Harris
• What type of fleet does British Airways operate?

  One of the largest and most modern fleets
• What types of aircraft are included in British Airways' fleet?

  Airbus A319 and Boeing 777
• What is British Airways' status in the UK?

  It is the nation's flag carrier
• How many international destinations does British Airways fly to as of January 2025?

  Over 200 international destinations
• How many domestic destinations does British Airways serve?

  12 domestic destinations
• What is British Airways' home base?

  London Heathrow
• What is significant about London Heathrow?

  It is the world's busiest international airport
• What other airports does British Airways operate from?

  London Gatwick and London City