Customer Service Advisor Apprentice

Summary

You are the voice of the airline and responsible for delivering an essential service to our British Airways customers. We’ll make sure you’re ready to deliver the very best service to our customers whether finding a lost bag, booking a flight or a holiday or changing a ticket to accommodate passengers new needs.

Annual wage: £20,181 a year
Minimum wage rates (opens in new tab)
Training course: Customer service practitioner (level 2)
Hours: Willing to work shifts covering 8:00am - 20:15pm, 7 days a week and across 365 days a year. A fixed roster for the period of your apprenticeship.
37 hours a week
Possible start date: Friday 25 July
Duration: 2 years
Positions available: 6

Work

As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.

What you’ll do at work

Make a positive impact on every customer by providing exceptional levels of customer service, dealing with queries through various channels such as phone and web chat
Makes empowered decisions to find solutions which take into account the balance between the customer and business needs, and achieving customer retention and future loyalty
Ensures every customer has the opportunity to maximise the use of all BA products, services and ancillaries
Takes personal responsibility to maximise customer satisfaction
Keeps up to date with policies and products using the resources available in order to support the delivery of service and selling excellence
Motivated and focused to achieve individual, team and company targets and goals
Handle all customer contacts in an efficient timely manner

Where you’ll work

Pioneer House

Towers Business Park, Wilmslow Road

Manchester

M20 2BA

Training

An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.

College or training organisation

HAWK MANAGEMENT (UK) LIMITED

Your training course

Customer service practitioner (level 2)

Equal to GCSE

Course contents

Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
Demonstrate patience and calmness.
Show you understand the customer’s point of view.
Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
Maintain informative communication during service recovery.

Your training plan

Customer Service Practitioner Level 2.

Requirements

Desirable qualifications

GCSE in:

English (Hold or be predicted to hold) (grade 9 - 4 (A* - C))
Maths (Hold or be predicted to hold) (grade 9 - 4 (A* - C))

Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.

Skills

Communication skills
IT skills
Attention to detail
Organisation skills
Customer care skills
Problem solving skills
Number skills
Team working
Creative
Initiative
Non judgemental
Patience

About this company

At British Airways, 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. Now, we’re looking to build on this spirit and passion to make tomorrow even better. If you’re made the same way as us, discover how great it feels to connect Britain with the world, and the world with Britain like no one else.

Disability Confident

A fair proportion of interviews for this apprenticeship will be offered to applicants with a disability or long-term health condition. This includes non-visible disabilities and conditions.

You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview.

After this apprenticeship

There are opportunities for career progression across the global engagement centres from customer service support, team leader roles or progression to other areas of the organisation.

Ask a question

The contact for this apprenticeship is: