Customer relations executive

Ref

UKNCL224

Region

UK - Regions

Location

Newcastle, UK

Category

An excellent opportunity to play a key role in driving customer loyalty and retention and help shape a world leading Customer Relations department.

About us at the Contact Centres

Closing Date: 27th April 2014 

 

Our Newcastle Contact Centre is one of our network of global contact centres. We have contact centres all around the world, including Manchester, Newcastle, Bremen (Germany) and Dubai, 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 where our contact centres are so important in delivering this service.

 

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

 

 

About the role

 

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.

 

What to expect day to day

• You will be accountable for representing British Airways Customer Relations in a positive light to all customers
• Take incoming calls from customers, and to reply to letters and emails by calling the customer whenever possible
• Writing professional response letters to customers
• As much as possible provide resolution at the first contact
• We do have targets to reach at our Contact Centres and you will contribute to achieving these
• You will have the autonomy to take decisions to best help the customer using your own initiative and judgement
• We need to keep system data accurate, so you will ensure our data is inputted in our systems accurately and ensure the integrity of future data

A bit about you

• While your communication skills, both written and verbal, must be exceptional, your ability to listen is equally important; as you must be able to empathise with a customer and respond to their situation
• Pro-active and confident in taking independent decisions, you'll have the ability to resolve difficult situations and preserve customer loyalty
• Excellent call handling skills – an understanding the anatomy of a great call and how to apply it in practice
• Strong English, grammar and writing capability – including the ability to draft a letter from scratch
• Ability to resolve conflict in a positive way
• Ability to evaluate information to reach a reasoned decision. In particular, the ability to weigh up the customer’s needs and the business need, taking into account the possible lifetime value of the customer
• Resilience as not all customers who call in have had a previous positive experience
• Customer service or other operation front-line experience. Reservations and sales knowledge preferable
• IT literate, particularly of Microsoft packages (Word, Excel)
• Positive, can-do attitude
• A real passion for customer service and a desire to help customers

What we are offering

As one of our ambassadors we'll see that your hard work and drive to succeed are rewarded.

• Reward package £16,724 per annum pro rata plus performance related bonus incentive
• A five week training programme. BA is a vast company so we will make sure you are fully trained to deal with the variety of customer situations
• Being an airline we offer significant flight and holiday discounts
• 32 holidays a year, including bank holidays
• We do work shifts. Our opening hours are 0800 - 1830 Monday to Friday and 0900-1715 on a Saturday. Shifts are 0800-1615, 0900-1715 or 1015-1830
• Full Time only (37.5 hours a week)
• A great culture where we value our staff and have a real friendly and open atmosphere
• We are based at Newcastle Business Park, Newcastle upon Tyne, NE4 7YA

Application process

Application Process All applicants are required to submit their CV and answer the following questions. Please prepare your answers in advance:

• Why are you interested in working for British Airways as a Customer Relations Executive? What skills and qualities would you bring to the role? (Max 250 words)
• Can you describe an occasion when you delivered excellent customer service? (Please describe what you did, the situation, and the outcome) (Max 250 words)
• Describe a time when you have personally handled an angry/dissatisfied customer with a complaint. (Please describe what you did, the situation, and the outcome) (Max 250 words)

Apply now