Customer Contact Advisor-Manchester

Ref

UKMAN136

Region

UK - Regions

Location

Manchester, UK

Category

If you are a highly customer-focused individual who would like to share in our success, find out more about this exciting opportunity here.

 

About us at the Contact Centres

Closing Date: 18 September 2014 

 

Our Manchester Contact Centre is one of our network of global contact centres. We have contact centres all around the world, including Newcastle, 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’.

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.

 

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.

About the day to day

• Provide our customers with excellent levels of customer service to maximise customer satisfaction and find solutions at the first contact
• Take incoming calls from customers, providing solutions and advise that best maintain the relationship with the customer and support business needs
• 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 suggesting other product options 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

Application Process

• We will be undertaking assessments on the 30th September and 1st October.
•  We will let you know the outcome of your application, assessment and any offer by email.
•  If successful we would be offering a course with a start date of the 17th November
•  All applicants are required to submit their CV and answer the following questions.  Please prepare your answers in advance:
• Please describe what attracted you to the role of Contact Agent and the skills and capabilities that you feel you would bring with you (Max 250 words)
• Give an example of when you have recently received positive feedback or praise whilst working in a customer service environment. Please be explicit about the situation, the type of feedback received and your role (Max 250 words)
• Describe a time when you have used your initiative and conflict resolution skills to succesfully resolve a customer complaint (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 £15,500 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 free parking and impressive 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 The Tower Business Park, Wilmslow Road, Didsbury,Manchester,M20 2BA

Apply now