Customer Experience Representative | 9-month Fixed Term Contract

British Airways; Greater London; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Staff travel benefits

Discounted standby tickets

Job summary

British Airways is recruiting at Heathrow for a Customer Experience Representative on a 9-month fixed-term contract. You will be at the heart of the passenger journey across Terminal 5 and Terminal 3, delivering outstanding service.

Join a fast-paced team where every interaction matters, supporting check-in, boarding, disruptions, and premium customers, while upholding BA's values and safety standards.

Qualifications

• Previous experience in a customer-facing, hospitality, retail, travel or service environment is desirable.
• Strong spoken and written English; additional languages advantageous.
• Must be 18+ and have the unrestricted right to live and work in the UK.
• Able to obtain and maintain an airside security pass.
• Commitment to the full duration of the fixed-term contract.
• Willingness to work shifts across a 24/7 operation.

Responsibilities

• Deliver outstanding customer service at all stages of the airport journey.
• Support check-in, security prep, boarding, arrivals, and flight connections.
• Assist during disruptions with clear communication and solutions.
• Provide personalized experiences for premium customers.
• Support operational procedures to ensure on-time departures.
• Collaborate with colleagues across the airport to achieve great outcomes.

Skills

Customer service

Communication

Problem solving

Resilience

Flexibility

Job description

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.

Recruitment Timelines

We’re recruiting for Customer Experience Representative courses starting from February 2027 onwards.

Successful applicants will be invited to attend final assessment centres at our Waterside Head Office (Heathrow). There will be limited slots available in November and December.

The role: Customer Experience Representative (Fixed-Term Contract)

Are you passionate about delivering exceptional customer service and creating memorable experiences for people from around the world?

British Airways is looking for enthusiastic, customer-focused individuals to join our Airport Customer Experience team at London Heathrow Airport on a fixed-term contract. Working across our flagship Terminal 5 and Terminal 3 operations, you’ll be at the heart of the customer journey, helping deliver the outstanding service that our customers expect from the UK’s flag carrier.

As a Customer Experience Representative, no two days are the same. You could be welcoming customers at check-in, supporting boarding, assisting with arrivals, helping customers during disruption, or providing a personalised experience to our premium customers. Every interaction is an opportunity to make a positive difference and represent the very best of British Airways.

This role is offered on a 9-month fixed-term contract. As part of our airport operation, you’ll gain valuable experience working in a fast-paced environment while helping deliver a world-class customer experience.

Please note that we reserve the right to close this advert early due to the number of applications received.

What You’ll Do

• Deliver outstanding customer service at every stage of the airport journey, creating a welcoming and professional experience for all customers.
• Support customers through check-in, security preparation, boarding, arrivals and flight connections.
• Assist customers during periods of disruption, providing clear communication and practical solutions.
• Provide a personalised and seamless experience for our premium customers.
• Ensure safe, secure and punctual flight departures through adherence to operational procedures.
• Identify opportunities to enhance the customer experience and support commercial objectives through ancillary sales.
• Work collaboratively with colleagues across the airport operation to deliver excellent customer outcomes.
• Adapt quickly to changing operational requirements while maintaining a calm, professional and positive approach.
• Champion British Airways’ values and consistently represent our brand with pride and professionalism.

What You’ll Bring to British Airways

• A genuine passion for customer service and a desire to create positive experiences for every customer.
• Excellent communication and interpersonal skills, with the confidence to engage with people from a wide range of backgrounds.
• The ability to remain calm, resilient and professional in a fast-paced operational environment.
• Strong problem-solving skills and the confidence to make informed decisions when supporting customers.
• Flexibility to work a variety of shifts across a 24/7 operation, including early mornings, evenings, weekends and public holidays.
• A professional appearance and commitment to maintaining the high standards expected at British Airways.
• Confidence using technology and digital systems to support operational and customer requirements.
• The ability to work effectively both independently and as part of a team.

Your Experience

• Previous experience in a customer-facing, hospitality, retail, travel or service environment is desirable

• A passion for delivering excellent customer service and building positive relationships.
• Strong spoken and written English language skills. Additional language skills would be advantageous.
• You must be aged 18 or over at the time of application and have the unrestricted right to live and work in the UK.
• Ability to obtain and maintain an airside security pass.
• Ability to commit to the full duration of the fixed-term contract.
• A positive attitude, willingness to learn and commitment to delivering exceptional service.

Join us at British Airways, where your dedication to customer service 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 around the world.

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.