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Customer Operations & Support Executive

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British Airways

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Location:
United Kingdom , Crawley

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

Based in our Crawley Head Office you will be working shifts within a supportive and friendly operational team to provide support to direct customers, contact centre agents and suppliers, to ensure customers have a positive pre-travel experience, with all bookings in place and ready for seamless travel. You will do this via telephone, email and our many in-house systems, trouble shooting real time issues and finding pragmatic and creative solutions to challenges such as failed bookings, rejected bookings, pricing discrepancies and system issues.

Job Responsibility:

  • Actioning a variety of emails, queues, failed bookings and calls as allocated daily
  • Working closely with suppliers, internal colleagues, contact centre agents and direct customers, building great relationships at all touchpoints
  • Problem solving and decision making to determine the best course of action and seeing any issues through to resolution, balancing customer service best practice with the needs of the business
  • Using a variety of in house systems to pull the customer information and reach the best customer solution
  • As you develop in the role you will coach, buddy and train new starters to pass on your knowledge and expertise

Requirements:

  • Proven experience navigating multiple and occasionally complex systems
  • Proven experience in a customer operational role, working as part of team
  • Proven experience of delivering excellent service with a warmth, passion and genuine desire to help others
  • Proven experience handling conflict with professionalism and resilience
  • Ability to work shifts
  • Accuracy and attention to detail with excellent organisational ability
  • Ability to make pragmatic decisions and find solutions for our customers
  • The role will require satisfactory Criminal Record Checks (CRC) and financial probity checks to start with us
What we offer:
  • 26 days holiday a year, increasing by one day for every two complete years’ service, to a maximum of 30 days — plus bank holidays. With the option to buy or sell 5 more
  • Unlimited standby and premium standby fares for you and your nominees (on the BA network and partner airlines) from day one
  • Holiday and flight discounts for you, friends, and family from day one
  • Flexible working hours
  • Annual bonus based on company and individual performance
  • Pension contributions (6% company/3% employee)
  • Private medical and dental cover with BUPA. Paid options to cover partner and children
  • Enhanced Primary and Co-Parent Leave
  • Enjoy up to 20 days working in Europe a calendar year under our hybrid working policy
  • Cycle to work scheme
  • Electric/ULEV car scheme
  • Ability to purchase Avios from salary at a discounted rate
  • Wellbeing and recognition programmes to support and celebrate you
  • Shift allowance of £3,600 per annum in addition to base salary

Additional Information:

Job Posted:
February 19, 2026

Expiration:
March 01, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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