Senior Premium Customer Care Manager

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: Senior Premium Customer Care Manager

Join British Airways as a Senior Premium Customer Care Manager, where you will be at the forefront of shaping and delivering a world-class Premium Customer strategy. This role is designed for a dynamic leader who is passionate about enhancing customer satisfaction and driving improvements in NPS. Your expertise will help elevate the service provided to our most valued customers, ensuring a consistently exceptional and tailored experience.

What You’ll Do:

1. Define, develop, and deliver a best-in-class Premium Customer proposition.
2. Lead a high-performing team to provide seamless, exceptional service and resolve issues for our valued customers.
3. Drive initiatives to pre-emptively recover and enhance customer experiences during disruption.
4. Develop and implement innovative, cost-effective service recovery solutions tailored to customer needs.
5. Foster a culture of 'Listen and do the right thing' across customer touchpoints, ensuring positive experiences throughout the journey.
6. Collaborate with senior leadership to deliver strategic transformation and improve processes.
7. Deliver outstanding ‘concierge-style’ service to exceed expectations and retain customer loyalty.

What You’ll Bring to British Airways:

1. Passion for delivering exceptional customer service and driving continuous improvement.
2. Strong leadership, negotiation, and influencing skills to engage stakeholders across the business.
3. Resilience, flexibility, and the ability to deliver solutions under pressure.
4. Excellent problem-solving, analytical, and decision-making abilities.
5. An inclusive, collaborative leadership approach, with the ability to inspire and engage your team.

Your Experience:

1. Proven experience leading and managing large operational teams at a senior level.
2. Expertise in customer operations, disruption management, or strategic programme delivery.
3. Demonstrated success in implementing customer recovery strategies and delivering transformation.
4. Ability to navigate complex, large-scale organisations and engage senior stakeholders effectively.
5. A track record of leading and developing high-performing teams to deliver exceptional results.

Ready to inspire, innovate, and lead? Apply now to make your mark at British Airways and deliver exceptional experiences for our most valued customers. Let’s fly higher, together.

Inclusion & Diversity

At British Airways we all have a part to play in creating an inclusive place to work. Diverse representation among our people is really important to us and we recognise that all our colleagues are uniquely different and bring their own originality, creativity and identity to work.

Inclusion and diversity is a key driver of innovation and we’re committed to creating a culture where everyone feels that they can be themselves. We’re looking for people from all backgrounds and cultures to join us and be a part of our journey to become a Better BA as we continue to connect Britain with the world and the world with Britain.