Reference 11601
Closing date 26/2/2026
Brand British Airways
Career area Head Office
Contract type Permanent Full Time
Location Waterside, British Airways Head Office, London
A career without limits
As the nations flag carrier, we take great pride in connecting Britain with the world and the world with Britain.
Its something weve been doing for over 100 years, ever since we launched the worlds first international scheduled air service between London and Paris.
This originality has been in our blood since day one. Its 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 youre 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 Care Operations Manager
Were looking for exceptional people who can support our shift from reactive to proactive customer care across the British Airways operation. As part of the Proactive Customer Care (PCC) team, you will play a pivotal role in shaping how we protect and enhance the customer journey, boost NPS and deliver meaningful interventions at the moments that matter most to our customers.
This role leads an on-the-day operation, responsible for identifying issues before they impact our customers, using innovative platforms, tools and channels to deliver a timely customer response in disruption. You will be based in the Integrated Operations Centre at Waterside and have the opportunity to work across all directorates to influence real-time decision-making, manage service failures and champion a data and insight-led approach to service recovery that delivers better outcomes for our customers. Youll create an environment where our people feel empowered to listen, act and do the right thing, ensuring every customer feels cared for throughout their journey.
What Youll Do
Being an integral member of a 24/7 Customer Care team that champions a customer-centric mindset across all touchpoints
Proactively identifying customers at risk during disruption and ensuring they receive tailored, timely solutions
Using customer insight, operational data and competitor intelligence to define proactive interventions that protect NPS
Delivering meaningful, scalable and cost-effective service recovery strategies
Building strong collaborative relationships across the business to influence decision-making in the moment
Embedding a culture of accountability, empowerment and continuous improvement across your peers and executives in the team
Constantly explore new opportunities, leading with a "Find It, Fix It" mindset in all you do
What Youll Bring To British Airways
To be the best we need the best. Were looking for individuals who can confidently lead, drive change at pace and inspire those around them:
Experience leading and being part of operational teams in a high-pressure, fast-paced environment
A strong customer-centric mindset, with proven experience in customer focused roles
Deep understanding of disruption management and its impact on customer experience
Demonstrated experience in coaching, developing and empowering teams
Knowledge of the end-to-end customer journey and where proactive interventions create the biggest impact
Your Experience
Please refer to the job description for further details.
What We Offer
We believe that all the people who work with us should feel valued for the part they play. Its one of the reasons our rewards go far beyond a competitive salary.
From the day you join us, youll get access to brilliant staff travel benefits including unlimited basic and premium standby tickets on British Airways flights. Youll also receive up to 30 discounted Hotline airfares per year for yourself, friends, and family.
At British Airways youll 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 dont expect our people to either.
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 were committed to creating a culture where everyone feels that they can be themselves. Were 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.
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