Customer Relations Executive Job at British Airways (Crawley)

Customer Relations Executive

British Airways

Location:
United Kingdom , Crawley

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

While we always want our customers to make amazing memories on their holidays, sometimes things don’t quite go as expected. We in Customer Relations can really make a difference in resolving post travel complaints and regaining customer confidence, loyalty and trust by showing we are here to listen and help. We are recruiting for a Customer Relations Executive on a permanent basis. This is a Monday to Friday role, working office hours with no bank holiday working. Working in our friendly and enthusiastic team you will investigate and respond to post travel complaints and issues raised by our customers. You will own each customer complaint received either via email, letter or phone from initial system logging, investigating with our suppliers and internal teams and responding to our customer to successfully conclude the file within our agreed SLAs in writing or by phone.

Job Responsibility:

Responding to assigned customers post-travel correspondence
Ensuring complaints are resolved to the customer’s satisfaction and refunds issued
Deciding if and what compensation can be offered and provide considered and well composed written response to customers where appropriate
Liaising and negotiating with suppliers to investigate customer feedback and providing ideas and solutions that could be put in place to stop recurring complaints and issues
Working within a team to support telephone calls to customers and suppliers
Assisting other departments on Customer Relations issues and compensation queries

Requirements:

Proven experience within a customer complaint handling role
A real passion for service and winning our customer round even in most challenging circumstances
Excellent written skills are a absolute must
Ability to write professional, clear, and empathetic responses to customers
The ability to negotiate positive outcomes with our customers and suppliers, whilst building and maintaining relationships is an essential part of the role
A resilience and a passion to deliver excellent customer service to recover their confidence is needed
Strong planning, organisation and time management skills

Nice to have:

Previous UK tour operator experience and UK travel package regulations expertise would also be beneficial

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
Option to buy or sell 5 more days
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
Enhanced Primary and Co-Parent Leave
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

Additional Information:

Job Posted:
January 29, 2026

Expiration:
February 08, 2026

Employment Type:

Fulltime

Work Type:

Hybrid work

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