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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