R O L E T I T L E – C U S T O M E R S E R V I C E A D V I S O R GRADE -CC6

R O L E P U R P O S E – TO DELIVER WORLD CLASS CUSTOMER SERVICE AND SALES FOR BRITISH AIRWAYS
CUSTOMERS AND ITS PARTNERS WHILST MAXIMISING REVENUE THROUGH MULTIPLE CHANNELS

DI R E C T O R A T E – B R A N D S & C U S T O M E R E X P E R I E N C E

J O B F A M I L Y –CUSTOMER SERVICE REGION – NCL/MAN

Scope – Professionally handles multi-channel Behaviours and attitude Skills / capabilities Key enablers
customer contact. Promotes the BA brand, products • Motivation to go above and beyond for • Customer focused • Able to deliver an engaging service to
and services, providing a high level of service and the customer • Able to consistently deliver excellent customer all customers via multiple channels
meets performance standards and quality • Is flexible and adaptable, ready to service • Open to feedback and direction set by
expectations. Work hours: Shift work Mon-Sun 0800- understand and embrace change • Able to communicate clearly and influence my manager and/or Customer Service
2015 • Positive can do attitude customers when offering solutions Specialist
Operating hours subject to change • Punctual and reliable • Effective selling skills • Attend regular performance reviews
• Role models BA brand values to our • Able to problem solve / find solutions utilising with my managers to discuss
Accountabilities customers and their colleagues supporting material opportunities for development
• Make a positive impact on every customer by • Strives to consistently deliver a high level • Data literate and accurate with data entry • Engage positively with my peers to
providing exceptional levels of customer service, of service and shows resilience to deliver • Excellent written and verbal communication contribute to a positive working
dealing with queries and providing first contact targets skills environment
resolution, only escalating when required • Collaborative team player • Works responsibly, with a commercial
• Makes empowered decisions which take into My core traits • Resilient and able to cope under pressure focus to support the delivery of a cost
account the balance between the customer and • BA Brand advocate for all of our customers and • Empathetic and adaptable to a diverse effective business
business needs. will go the extra mile customer base • Takes ownership of personal
• Identifies products and services that meet and
• Seeks opportunities with every customer to development following feedback or
exceed customer expectations
maximise revenue through the selling of all BA • Supportive team player
proactively where appropriate
products, services and ancillaries • Treats all colleagues and customers with respect Qualifications / experience
• Takes personal responsibility to improve process • Self motivated • Ability to search for, read, understand and
and procedures to maximise customer • Seeks support when required • Open to change communicate policy and processes as appropriate
satisfaction and efficiency • Multi skilled, adaptable in my approach in order and apply knowledge to manage customer
• Keeps up to date with policies and products to achieve First Contact Resolution as our transactions effectively
business evolves • Ability to understand customer transaction
using the resources available in order to support Key performance indicators
• Delivers a high level of service that supports the procedures on completion of appropriate training
the delivery of service and selling excellence retention of customer business and builds • Quality and service delivery standards
courses
• Motivated and focused to achieve individual, loyalty to BA • Ability to communicate effectively both verbally and • Revenue focus
team and company targets and goals • Empathetic and able to put themselves in the in the written word • Customer retention
• Proactive in finding solutions to achieve customer’s shoes • Awareness of alternative customer channels of • Attendance / Punctuality
customer retention and future loyalty • astute with quality and service my focus contact to make recommendations that meet
• Innovative thinker, creative problem solver,
• First Contact Resolution
• Work collaboratively across business to resolve customer needs
solution orientated and can make tough • Proven experience of customer service preferably • Mandatory Training
customer contact fully and provide feedback to • Productivity targets relevant to the
decisions through a variety of different platforms
drive business improvement based on customer • Agile and forward thinking, responding to ever business area
• Ability to confidently liaise with others internally and
insight changing and resilient business environments externally to address customer queries • Compensation and Good will spend
• Handle all customer contacts in an efficient with a digital mindset.
timely manner • Clear communicator, collaborate across the
organisation