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Manchester and Newcastle Contact Centres

So much more than a Contact Centre

Our Newcastle and Manchester Contact Centre are part of our network of global contact centres. We have contact centres all around the world, including Bremen (Germany), Dubai and Delhi, looking after our global customers throughout their journey with us. 

Manchester and Newcastle Contact Centres

Contact Centres: Are we right for you?

We know at BA that our customer's experience begins long before they enter the airport and often after they return. At BA we are dedicated to providing customer service beyond the airport or on board, this is why our contact centres are so important in delivering this service. 

Our service hallmarks that all our crew, airport based staff and contact centres live help us bring to life what thoughtful service means to our customers, and achieve our vision to become the ‘most admired airline’.

We offer Customer Contact Advisor roles in both Manchester and Newcastle to support customers throughout the whole journey with us.

We also offer Customer Relations Executive roles in Newcastle dealing with customers issues post travel.

We finally offer Sales Agent roles in Newcastle to work to sell targets and up sell all our products to customers.

Customer Contact Advisors

It’s a full-time role on a shift basis, your customers will be worldwide and you’ll be the voice of British Airways. Taking inbound calls you will answer queries and change bookings, helping and providing solutions to all kinds of people, to assist them to get to all kinds of places. 

To make sure they get the best from us, you’ll recommend additional products and services that suit their needs, taste and budget. Taking care to answer every question first time, you’ll always put customer satisfaction first. 

We will give you the freedom to find the best solution for the customer using your knowledge of the vast network BA operates. Every call is different and you will encounter a real variety of customer situations due to the global nature of BA and the vast route network we run. This means that each day brings something new.

Customer Relations Executive

In our Newcastle contact centre we have a dedicated team of Customer Relations Executives who through excellent customer service assist the customer when something goes wrong. It is in this role we are looking for people to join us. 

Sometimes things don’t go right for the customer and this role is part of the team that will support the customer to bring their experience back on track. We deal with any problems or complaints they may have about the service they have experienced, including delayed or cancelled flights and baggage claims and other service failures.

In this role you will use a range of communication channels, such as emails, letters and most often answering incoming calls to support our customers. We will give you the freedom to find the best solution for the customer using your knowledge of the vast network BA operates. 

Every call is different and you will encounter a real variety of customer situations due to the global nature of BA and the large route network we run. This means that each day brings something new.

Sales Agents

Our Newcastle Contact Centre is a centre of sales excellence. One of the crucial and exciting departments here in Newcastle is our dedicated Sales Team. We are looking for people to join this team as Sales Agents.

Our Sales team handle a diverse and extensive range of calls from any customer around the world, whether this is a loyalty customer, business traveller, a family booking their yearly holiday or a parent booking an unaccompanied child visiting friends and family – the list is never ending.

Each agent has targets’ to achieve on a monthly basis. With each call being different, one minute you can be booking a £50.00 one way ticket from Newcastle to London, then on your next call a £50K holiday package to Barbados or a loyalty member redeeming 100K Avios points to travel to San Francisco in our Club World cabin.

There is always a buzz around the department and the more you put in the more positive results you will see. Selling is exciting but as with any sales environment you have to take the rough with the smooth, perseverance and resilience are key, as in reality you may not get a sale on every call. But each call is a new opportunity and who knows what the next call may bring.

Our Agents take inbound calls and make product and service recommendations that suit customer’s needs, taste and budget, and using up-sell techniques to achieve and exceed challenging revenue targets in flights, hotels and car hire.

We are recruiting at both our Manchester and Newcastle centres.

Apply for the roles below.

Customer Contact Advisor - part time - Manchester

Customer contact advisor - full time - Manchester

Customer Contact Advisor - part time - Newcastle

Customer Relations Advisor - Newcastle

Sales Agent - Newcastle