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Duty Officer

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British Airways

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Location:
United Kingdom , Crawley

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

At British Airways Holidays, we don’t just sell holidays — we create memories. Whether it’s handpicked hotels, curated car hire, or unforgettable experiences, we help our customers make the most of their time away. This is your chance to be part of it. Your work will be a mix of the big and the everyday. When people remember their holiday, they’ll remember you — whether it was the quiet efficiency of sorting a new hotel, or the steady reassurance when things felt at their worst.

Job Responsibility:

  • Reassuring customers in difficult moments — on the phone supporting travellers facing illness, hospitalisation, or major disruptions
  • Taking care of the essentials — from changing flights and reissuing tickets to amending hotel stays, car hire, and transfers
  • Monitoring global events — whether it’s natural disasters, civil unrest, or extreme weather, you’ll step in quickly to rebook, reschedule, and update customers
  • Balancing the urgent with the routine — some days you’ll be a calm, authoritative voice in a crisis
  • other days you’ll focus on the steady flow of customer requests and adjustments

Requirements:

  • Proven ability to work under pressure and multi-task in demanding situations
  • Proven experience in a customer operational role
  • Proven experience of delivering excellent service
  • Ability to own the situation and have confidence in a crisis
  • Authenticity, genuine care and an ability to solve problems in the moment
  • Ability to work shifts that cover earlies, lates and nights
  • Satisfactory Criminal Record Checks (CRC) and financial probity checks
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 06, 2026

Expiration:
January 18, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
Job Link Share:

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