Customer Experience Representative - Spanish Speaking

About the Role

A career without limits

As the nation's flag carrier, we take great pride in connecting Britain with the world and the world with Britain.

It's something we've been doing for over 100 years, ever since we launched the world's first international scheduled air service between London and Paris.

This originality has been in our blood since day one. It's the spirit we share with the people that fly with us, our partners, and our colleagues.

So, whether you are a reassuring voice on the end of a phone, a smile at the door, under a wing keeping the turbines spinning or landing us gently in far-flung places, a job at British Airways is yours to make.

We know great things can happen when you're inspired to think big and bring your ambition to work every day, which is why, at British Airways the sky is never the limit.

The role: Customer Experience Representative (Spanish Speaking)

Are you bilingual in English and Spanish and passionate about delivering world-class customer service? Do you thrive in a dynamic, fast-paced environment? British Airways is looking for outstanding individuals fluent in English and Spanish to join our team as Customer Experience Representatives at our flagship Terminal 5 and Terminal 3 within London Heathrow Airport.

As part of this exciting role, you’ll have the unique opportunity to be part of the team that delivers the Iberia operation. This will allow you to enhance your skills and build your experience with one of our OneWorld partner airlines.

As the face of British Airways and Iberia, you'll play a crucial role in creating unforgettable experiences for our diverse passenger base. You'll ensure their journey with us is smooth, enjoyable, and truly reflective of our commitment to perfection.

What You'll Do

• Provide a warm welcome and personalised service to all customers throughout their airport journey.
• Assist passengers with check-in, boarding, connecting and arrival processes.
• Resolve customer queries and concerns efficiently, always striving to go above and beyond.
• Support our premium customers with tailored, high-end service.
• Facilitate safe, secure, and punctual departures.
• Make clear announcements in both English and Spanish, ensuring all passengers are well-informed.
• Identify and maximise revenue opportunities through ancillary services.
• Collaborate with team members to ensure flawless operations and customer satisfaction for all passengers, regardless of language.
• Adapt quickly to changing situations, always maintaining a positive and proactive attitude.
• Utilise your language skills to create a more inclusive and welcoming environment for our Spanish-speaking customers.

What You'll Bring to British Airways

• Fluency in both written and spoken English and Spanish
• A passion for hospitality and an enthusiasm for creating exceptional customer experiences
• Strong communication skills and the ability to engage expertly with a diverse range of customers
• Resilience and a calm demeanour, even in challenging situations
• Flexibility to work shifts covering 24/7 operations, including weekends and holidays
• Pride in your appearance and a dedication to upholding British Airways' high standards
• Proficiency in using computer systems and applications
• A proactive approach to problem-solving and decision-making
• Able to work effectively both independently and as part of a team

Your Experience

• 12 months experience in a hospitality or customer service role is desirable
• Demonstrated ability to communicate effectively in both English and Spanish in a professional setting
• Aged 18 or over at the time of application, with the unrestricted right to live and work in the UK
• Ability to acquire and maintain an airside pass

Join us at British Airways, where your dedication to customer service and bilingual skills will help us maintain our position as a leading global airline. Together, we'll create moments that matter for our customers and build lasting connections worldwide!

Ready to elevate your career and put your language skills to work? Apply now and be part of the British Airways family!

What we offer:

We believe that all the people who work with us should feel valued for the part they play. It's one of the reasons our rewards go far beyond a competitive salary.

From the day you join us, you'll get access to brilliant staff travel benefits including unlimited basic and premium standby tickets on British Airways flights. You'll also receive up to 30 discounted 'Hotline' airfares per year for yourself, friends, and family.

At British Airways you'll have the chance to take on new challenges and move forward in a way that feels right for you. We encourage all those who work for us to consider opportunities right across our business to help you develop and progress.

We never stand still, and we don't expect our people to either.

Inclusion & Diversity

We recognise that all our colleagues are uniquely different and bring their own originality, creativity, and identity to work. We encourage people from all backgrounds to be part of our journey to become a Better BA.

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