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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.

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 Contact Centre Agent 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.

Contact Centre Agents

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.