Contact Centre agent-Newcastle
- Ref
- UKNCL229
- Region
- UK - Regions
- Location
- Newcastle, UK
- Category
- Head Office Opportunities
Agents promote BA products and services via the appropriate channel (including phone, web and email), interpreting customer needs, identifying sales opportunities and actively using individual selling and customer service techniques to support, maximise and maintain BA revenue, whilst maintaining a focus on customer retention and service excellence.
About us at the Contact Centres
Closing date: 13 July 2014
About the role
Our Newcastle Contact Centre is one of our network of global contact centres. We have contact centres all around the world, including Manchester, 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 by 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
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.
You will be making 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. All the time identifying sales opportunities and 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.
About the day to day
- Provide a full customer service support through customers entire journey, updating customers on any amendments to their travel arrangements where necessary
- Take incoming calls from customers, providing solutions and advise that best maintain the relationship with the customer and support business needs
- Make empowered decisions which take into consideration the balance between the customer and business needs
- Identifying sales opportunities and offering other products as part of a customers journey
- Reaching sales targets
- Resolve pre-travel customer issues and assist in service recovery following a major disruption or incident
- Identify potential ways to improve processes, cost savings or other business efficiencies and constantly feed in customer feedback to improve the Contact Centre offering
- Enter data into the British Airways systems accurately to ensure the integrity of future data and bookings
A bit about you
- To join us, you’ll need proven experience of providing excellent customer service, either face to face or on the phone
- You’re genuinely enthusiastic about helping people and you’re ambitious to succeed at any challenge
- Your ability to build rapport over the phone and match people with products perfectly will be key to your success
- Great problem solving skills and a genuine interest in travel are essential too, as we’ll expect you to acquire knowledge of all sorts of destinations and possibilities
- Feel comfortable and successful at up selling to the customer to help the Contact Centre hit their sales targets
- Strong empathy skills to ‘read’ a situation and respond appropriately
- Resilient, proactive and self-confident
- Ability to resolve conflict successfully
- Flexible and adaptable, open to change and new ways of working
- PC literate and capable of operating new systems with confidence and accuracy
- The right to live and work in the UK
- Educated to GCSE level or equivalent
Application Process
- We will be undertaking assessments the last two weeks of July with offers being made the first week of August
- We will let you know the outcome of your application, assessment and any offer by email
- If successful we would be offering start dates from September onwards. We hope to run a number of courses that will start through September, October and November
All applicants are required to submit their CV and answer the following questions. Please prepare your answers in advance:
- Please tell us why you are attracted to this role and the skills and capabilities that you would bring with you (Max 250 words)
- Can you give an example of when you have delivered outstanding customer service? (Max 250 words)
- Please describe the key steps you would take to sell a customer a holiday. What additional factors would you consider? (Max 250 words)
What we are offering
As one of our ambassadors we'll see that your hard work and drive to succeed are rewarded.
- Reward package £15,496 pa basic salary plus performance related incentive reward
- 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. The Contact Centre is currently open 365 days a year between 0730-2200hrs. Working pattern will consist of 7.5hrs a day, 5 days a week covering Monday-Sunday.
- Shift premiums and great potential to develop your career
- What’s more, you’ll enjoy flexibility in your lifestyle. With days off through a rolling roster, you’ll have the freedom to plan your life outside of work
- A great culture where we value our staff and have a real friendly and open atmosphere
- We are based at William Armstrong Drive, Newcastle Business Park, Newcastle upon Tyne, NE4 7YA
Post a Comment