British Airways Holidays
Our colleagues and customers are at the heart of everything we do.
We’re one of the UK’s leading and most trusted tour operators. We provide holiday packages, hotels, car hire and experiences via ba.com and the British Airways contact centres. From carefully selected hotels to our 24-hour support helpline we take every element of our customers’ holidays seriously.
As part of the British Airways brand we offer the advantages of being part of the UK’s largest airline coupled with all the benefits of being in a smaller company. Our country’s passion, diversity, excellence, creativity and warmth are the same special qualities that make British Airways Holidays who we are.
We think British Airways Holidays is a great place to work, but dont just take our word for it. In a recent colleague survey, 91 of our colleagues agreed that people want to work here because of our culture and 94 confirmed we have a vision for the future thats easy to understand and meaningful. Always caring to do right by each other.
Our business is growing and has ambitious plans, so it’s it a really exciting time to join our team.
About the role
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.
We celebrate successes in our team and really recognise the impact the service we offer post travel makes to our customers.
What you will be doing
- Responding to assigned customers post-travel correspondence. This comes in via email, webforms from ba.com, post or by phone
- Ensuring complaints are resolved to the customer’s satisfaction and refunds issued. Deciding if and what compensation can be offered and provide a 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
What you will bring
- Proven experience within a customer complaint handling role
- A real passion for service and winning our customer round even in most challenging circumstances
- You will be communicating with our customers in writing or by phone so excellent written and verbal skills are a must
- The ability to negotiate positive outcomes with our customers and suppliers, whilst building and maintaining relationships is an essential part of the role
- You will be dealing with dissatisfied customers so a resilience and a passion to deliver excellent customer service to recover their confidence is needed.
- Dealing with multiple files at the same time and at different stages of investigation requires strong planning, organisation and time management skills
- Previous UK tour operator experience and UK travel package regulations expertise would also be beneficial.
What we can offer you
£25,000-£28,000 per annum salary (this may vary depending on your relevant skills and experience)
Our offices are based in central Crawley and we offer hybrid working (within the UK only). Generally, this role works from our offices twice a week, with additional days as needed depending on meetings etc. Office days are co-ordinated so that colleagues in the same team are in the office together to collaborate in person. We usually support new colleagues in the office full time for the first few weeks.
Key benefits include
- 25 days holiday per calendar year, increasing by one day for every two complete years’, to a maximum of 30 days, plus normal bank holidays.
- Unlimited standby and premium standby fares for you and your nominees on the BA network and partner airlines, from day one
- Discounts on BA flights and holidays from day one for you, your friends and family
- Flexible start & finish times
- Annual incentive scheme and salary review (dependant on company & individual performance)
- Company contributory pension scheme up to a maximum of 5 colleague and 11 company contributions.
- Flexible benefits package including generous life assurance cover, plus options such as dental /medical cover, and cycle to work, technology and electric car schemes.
- Range of colleague wellbeing and recognition programmes
Diversity, equality & inclusion are all important to us. We believe a diverse and inclusive workplace contributes to our sense of wellbeing and belonging, enabling us all to thrive professionally and personally. Equality and equity are important in ensuring that everyone is treated fairly. Our focus is on creating a positive and inclusive working environment for all.
- We aim to be inclusive – everyone feels valued and respected as an individual.
- We aim to ensure equality and equity-everyone treated fairly as individuals with recognition of unique differences.
- We aim to be diverse – with a mix of colleagues representing our community.
We are advertising this role as a permanent full time role, however if you would like to apply on a part time basis, you are welcome to open a discussion about this at the stage of the application process that suits you.
Closing date for applications is: 10th October
Please note - we may close this vacancy early if we receive lots of applications or business priorities change.