Contact Centre


In the Customer Contact Centre in Birchwood, we champion the voice of the customer. With online and offline teams in one department we put the customer at the heart of everything we do. The team has responsibility for delivering a brilliant customer experience across all customer channels from voice, online, email or webchat.


Contact Centre Agents

Our contact centre agents answer inbound calls from our British Airways Executive Club members 365 days a year. We book amazing experiences for them and add value by promoting our partners and suggesting new products and ways of collecting and spending Avios. Our agents speak to our members over the phone, over email and webchat.

Opportunities can include: Sales Agents, Customer Service Agents, and Multi-Channel Agents.

Contact Centre Management

Our Contact Centre Managers help our agents drive to exceed targets and deliver exceptional customer service. They support their teams by managing and coaching our agents and helping them to achieve and exceed their potential.

Opportunities can include: Sales Team Managers, Customer Service Team Managers, Multi-Channel Team Managers.

Support Teams

The Contact Centre support functions consist of Planning & Operations, Integration, and Business & Online Support. All are fundamental to the mechanics of the Contact Centre. With a focus on managing staff schedules and customer and airline disruption, they are also responsible for operational budgets and planning.

Opportunities can include: Scheduling Analyst, Reporting Analyst and Business Support Executive

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