AddressThis is a key time to be joining British Airways as we Build a Better BA. We take huge pride in our past – but we’re looking to the future as an airline that loves embracing the best of modern Britain. Our country’s creativity, diversity, style, wit and warmth are the same special qualities that make us who we are. If you’re made of the same qualities as us, you could soon be part of the next chapter of our story. Together as one team, we’re connecting Britain with the world and the world to Britain like no one else.
This role is responsible for leading and inspiring a team of over 2000 colleagues, dedicated to providing a premium customer service experience for British Airways customers at Heathrow and supporting a safe, punctual operation.
The role is accountable for the end-to-end customer journey at the airport, across check in, flight connections, departure gates and our lounges and is at the very heart of our operation. We’re constantly evolving, and you’ll be leading an ever-changing portfolio of transformation initiatives to optimise all aspects of our performance, whilst maintaining an open, transparent, and inclusive team culture.
About the role
- Ensures premium World Class end to end Customer Experience for BA customers
- Minimises customer-related delays to the BA operation
- ‘Voice of the customer’ within the Heathrow Lead Team and across British Airways
- Delivers a differentiated proposition for our Club and First/Executive Club customers
- Maximises ancillary revenue at the airport
- Ensures a safe and secure environment for customers and colleagues
- Leads and engages a large workforce, including working effectively with our trade unions
- Responsible for the management of large P&L
- Develops and maintain an open and transparent team culture in which speaking up and challenging is welcome
About you
- Inspirational leader of large operational teams.
- Broad, practical experience of managing in an operational and planning environment
- Influencing, networking and communication skills at all organisational levels including management committee
- Able to correctly identify underlying issues to business problems and implement effective resolution
- Deals effectively with ambiguity balancing the often-conflicting demands of commercial and operational requirements versus resource capacity
- Strong organisation skills and expertise to prioritise safety, operational, financial and business urgent issues
- Sound decision maker with ability to communicate well and prioritise under pressure
- Achieving consensus when dealing with conflicting priorities including maintaining strong networks across boundaries with both internal and external partners
- Ability to hold an airside pass
Our Corporate and Support roles come with big potential to make your mark on our business. The airline industry changes so fast that we’re constantly evolving and finding new ways to impress customers and get aHead of our competitors. If you’re an innovator and brave and bold thinker, you will be in your element at British Airways.
Your impact on British Airways will be rewarded with a competitive rewards package plus the opportunity to develop and progress your career in many directions.
Not only will you have the chance to further your career development within BA, you’ll have access to our competitive reward and benefits package. This includes core company paid benefits such as a Defined Contribution pension scheme, generous Life Assurance cover and a whole host of options to support your physical, mental and financial wellbeing. You can also sign up for a range of voluntary benefits such as Private Medical cover, Dental and Critical Illness cover, Technology Scheme, Cycle to Work and Electric Car Scheme. And of course, you’ll be able to enjoy the benefit of staff travel as soon as you join us.
We are an equal opportunities employer and value diversity at British Airways. We do not discriminate on the basis of race, religion, age, marital status, veteran status or disability status. This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.
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