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CX job vacancy of the week: British Airways

17th May 2022
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Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job vacancies, highlighting the best opportunities currently being advertised.

CX vacancy of the week: British Airways

This week: Customer Experience Manager – Heathrow Airport, London, UK

With the travel industry set to bounceback following the affects of the pandemic, British Airways are looking for someone to lead their front line colleagues to deliver exceptional customer service. The role-holder will be responsible for leading the British Airways customer experience team to deliver the customer proposition across all touchpoints in Terminal 5 and Terminal 3, departures, connections, and arrivals.

Responsibilities

  • Management of all aspects of the customer experience operation in Heathrow– Landside, Flight Connections, Lounges & Arrivals.
  • Accountable for key decision making that impacts on customer experience.
  • Responsible for delivering customer experience safety & security compliance on the day.
  • Accountable for customer satisfaction across customer touchpoints.
  • Driving high performance within the Customer Experience Team (CET) day-to-day by working collaboratively with the performance development managers and airport support hub.
  • Accountable for driving team AUP and ancillary revenue performance to meet financial targets.
  • Management of disruption scenarios – from design and planning through to execution.
  • Collaborative working with key stakeholders, including airside zonal managers, critical services, and third-party suppliers to deliver a seamless customer journey.
  • Perform an active role in operational decision making, including the promotion of new initiatives and ways of working to further improve the customer experience.
  • Supports the operation by undertaking additional ad-hoc activities on an exceptional basis, such as supporting delivery of initiatives, or providing coverage for other team tasks.

Requirements

  • Customer focussed.
  • Resilient.
  • Team player.
  • Operational knowledge.
  • Strong leadership skills.
  • Ability to motivate.
  • Decision making ability in time critical operation. 
  • A demonstrable knowledge of the Heathrow operation.
  • Customer focus and delivery experience.
  • Previous people management experience desirable.
  • Ability to obtain a full airside ID.

For further information and to submit an application, visit the British Airways job board.

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