Customer Experience Apprentice

Summary

If you want to learn how to deliver exceptional customer experience, there’s no place better than British Airways. With customer care going way beyond a smiling face at the ticket desk, we’ve created a rounded Apprenticeship Programme to support and accelerate your progress.

Annual wage: £16,916 a year
Minimum wage rates (opens in new tab)
Training course: Aviation customer service operative (level 2)
Hours: 9 hours per day. The operation runs 24 hours a day, 365 days a year so shifts can fall at any time on any day of the week including weekends and public holidays.
37 hours a week
Possible start date: Friday 11 July
Duration: 1 year 6 months
Positions available: 10

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

Work in a variety of roles to enhance the customer ground journey, including check-in, boarding flights, arrivals and the premium customer areas
Host our customers offering a warm welcome and a personalised service
Deliver outstanding customer service consistently, in an ever-changing, fast-paced operational environment.
Keep up to date with business initiatives
Make empowered decisions, which take into consideration the balance between the customer and business needs
Have a direct responsibility to drive and improve punctuality targets
Ensure data protection is always maintained
Follow procedures/processes ensuring health and safety and compliance with aviation regulations
Demonstrate respect, understanding and an ability to interact with people from different cultures and backgrounds
Act as a British Airways role model to colleagues and customers adhering to uniform standards

Where you’ll work

Terminal 5

Heathrow Airport

Wallis Road, Longford

Hounslow

TW6 2GA

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

LOCOMOTIVATION LTD.

Your training course

Aviation customer service operative (level 2)

Equal to GCSE

Course contents

Comply with all aviation regulations, work within legislative guidelines and procedures.
Complete and maintain documentation to meet current legislative aviation guidelines
Use aviation systems effectively.
Adapt to different circumstances whilst maintaining customer service standards and remaining polite, helpful and customer focused
Adhere to procedures for identification and safe handling of dangerous goods
Work effectively as part of a team and with others identifying and responding to the needs of individuals, including colleagues, other organisations/stakeholders or customers
Communicate effectively transmitting and receiving information and recording it as required
Take appropriate action in the event of an incident, disruption or emergency, liaising with relevant people and recording actions and outcomes as required
Interpret and scrutinise travel documentation
Identify passenger anomalies and report to the line manager in accordance with relevant regulations
Correctly check-in all booked passengers and baggage
Carry out the boarding functions, ensuring accurate head counts and security and pre-boarding briefs and passenger handling duties
Communicate with flight crew regarding customer and other requirements for example; passengers with restricted movements
Deal with the required documents and health related items and the processing channels for these
Identify and use the correct handling method by using IATA PRM codes or via another applicable means of communication
Take remedial action upon identification of faults or errors in a timely manner.
Comply with all aviation regulations, work within legislative guidelines and procedures.
Complete and maintain documentation to meet current legislative aviation guidelines
Use aviation systems effectively.
Adapt to different circumstances whilst maintaining customer service standards and remaining polite, helpful and customer focused
Adhere to procedures for identification and safe handling of dangerous goods
Work effectively as part of a team and with others identifying and responding to the needs of individuals, including colleagues, other organisations/stakeholders or customers
Communicate effectively transmitting and receiving information and recording it as required
Take appropriate action in the event of an incident, disruption or emergency, liaising with relevant people and recording actions and outcomes as required
Interpret and scrutinise travel documentation
Identify passenger anomalies and report to the line manager in accordance with relevant regulations
Correctly check-in all booked passengers and baggage
Carry out the boarding functions, ensuring accurate head counts and security and pre-boarding briefs and passenger handling duties
Communicate with flight crew regarding customer and other requirements for example; passengers with restricted movements
Deal with the required documents and health related items and the processing channels for these
Identify and use the correct handling method by using IATA PRM codes or via another applicable means of communication
Take remedial action upon identification of faults or errors in a timely manner.

Your training plan

Training schedule has yet to be agreed. Details will be made available at a later date.

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
Analytical skills
Logical
Team working
Initiative
Non judgemental
Patience
Physical fitness

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

After the apprenticeship, subject to gaining a permanent contract, apprentices will have the opportunity to progress in to roles within the Airport such as Customer Experience Lead and/or roles within other areas such as Cabin Crew or Head Office.

Ask a question

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