Customer Experience Executive Uk&i - Heathrow, United Kingdom - British Airways

British Airways
British Airways
Verified Company
Heathrow, United Kingdom

4 days ago

Tom O´Connor

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Tom O´Connor

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Description

Purpose of the Role:


Provide a more centralised and strategic customer experience relationship for UK and Ireland exports and imports, complementing existing customer service query organisations, enabling the sales team to focus on business development.


Key Interfaces

Internal
Hubs (LHR, DUB, MAD), KAMs, Trucking and Network teams, Contact IAG and Products. (Ground Handling Agents are an interface, but are managed by ACSM UK)


External
Customers.


Key Accountabilities

  • To give context, the UK & Ireland commercial team is a compact and busy team. It has two home markets in its geographical scope, has a high level of customer contact and it operates in a fastmoving commercial environment.

This context is reflected in three ways:

  • Whilst key accountabilities are rolefocused, the role also has support accountability to take on other tasks to ensure customer cover is continuous from time to time.
  • Accountabilities will be adaptive to changes in the commercial environment.
  • The team expects its members to either be in the office or with customers during the normal working hours of our customers, and from time to time there will be activity outside normal working hours.
  • Review customer conformance and service performance. Conduct regular conformance and service performance reviews with customers.
  • Review operational performance, including import, identifying shortfalls and implementing short and longterm corrective action, focusing on maximum efficiency.
  • Deliver customer service support, as required:
  • Internal escalation point if Contact IAG Escalation SLA not met.
  • LHR difficult shipment issue resolution: lost pieces, customs MUCR/DUCR, lost docs.
  • Monitoring and intervention on identified key flows.
  • Reservations support if needed to support recovery.
  • All products in scope.
  • Identify opportunities for change and continuous improvement and champion this internally with customer service management team.
  • Communicates business issues / customer feedback and ensure staff understand the business environment.
  • Collaborate with and motivate colleagues at various stations to enhance customer focus and service
  • Build strong collaborative relationships with account management team and use these relationships effectively.
  • Effectively prioritise service issues and actions from the complete spectrum of UK and Ireland customers, confidently making decisions made based on revenue protection, potential publicity issues, strategy and cost. In collaboration with RCM, has overriding authority on a decision that is about UKI customer service issues.
  • Tenaciously ensures UK and Ireland customer service issues are a priority within the operational processes.
  • In the context of a senior escalation process, deputises for RCM or ASMs.

Required Skills, Qualifications & Experience

Skills

  • Passion for Customer Service.
  • Understands the impact of high level service delivery to the commercial organization.
  • Resilient, able to work effectively in an environment where service failure has occurred and complaints are received
  • Disciplined in time management
  • Excellent interpersonal, communication, influencing and negotiations skills Ability to work under pressure and meet demanding customer expectations
  • Capable of operating IT systems with accuracy
  • Capable of accurate data entry
  • Builds and maintains effective working relationships with both internal and external customers
  • Excellent verbal and written skills

Qualifications

  • Fluent in English, both spoken and written


As part of our workforce you will receive a competitive salary as well as access to a variety of our excellent benefits including Bonus, 26 days holiday, DC pension scheme, flight benefits, discounts with many high street retailers, good development prospects and the opportunity to be included in the annual incentive scheme.

We are one of the world's largest cargo carriers, come and be part of it.
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