Customer Experience Representative | Spanish Speaking

British Airways; Greater London; On-site; GBP 22,000 - 28,000; Full time

Benefits offered by this job

Staff travel benefits

Discounted airfares

Career development opportunities

Job summary

British Airways is hiring a Spanish Speaking Customer Experience Representative at London Heathrow. You will deliver exceptional service to Iberia customers, welcoming, guiding and supporting them through the airport journey with bilingual communication.

You will work across BA and Iberia operations, ensuring a seamless experience even during disruptions. This role requires a passion for hospitality, strong English and Spanish skills, and a flexible attitude to shifting schedules.

Qualifications

• Previous experience in customer service, hospitality, retail, travel or service environment.
• Able to communicate professionally in English and Spanish.
• Aged 18 or over and able to work in the UK.

Responsibilities

• Provide warm, professional welcome to customers.
• Support customers through check-in, boarding and connections.
• Deliver outstanding service to Iberia customers across the airport journey.
• Assist during disruption with empathy and clear communication.
• Make announcements in English and Spanish to keep customers informed.
• Collaborate with colleagues across BA and Iberia operations.
• Promote ancillary products and services when appropriate.

Skills

Fluent English

Fluent Spanish

Customer service

Excellent communication

Problem solving

Teamwork

Tech savvy

Tools

Airport IT systems

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 CER courses starting from March 2027 onwards.

Due to high levels of interest, this vacancy may close early once sufficient applications have been received, so we strongly encourage you to apply as soon as possible to avoid missing out.

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

The Role

Customer Experience Representative | Spanish Speaking

Do you speak fluent English and Spanish? Are you passionate about creating memorable experiences for customers from around the world?

We're looking for exceptional individuals to join our Airport Customer Experience team at London Heathrow as Spanish Speaking Customer Experience Representatives.

This is a unique opportunity to play a key role in delivering the Iberia operation at Heathrow Airport. As part of a dedicated Spanish-speaking team, you'll predominantly support Iberia customers and flights, using your language skills every day to create a seamless and welcoming experience throughout the airport journey.

Whilst your primary focus will be supporting the Iberia operation, you'll also have opportunities to work across the wider British Airways operation across Heathrow, giving you exposure to a variety of customer experiences, operational environments and career development opportunities.

No two days are ever the same. One moment you could be helping a family begin their holiday to Madrid, the next supporting a customer making a connection to Latin America or providing reassurance and practical support during periods of disruption. Whatever the situation, you'll be there to make a positive difference.

As the face of both British Airways and Iberia, you'll play an important role in bringing two globally recognised airline brands to life, creating memorable experiences and helping customers feel confident, informed and cared for throughout their journey.

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

What You’ll Do

As a Customer Experience Representative, you'll be at the heart of our airport operation, delivering exceptional customer service and supporting our Spanish-speaking customers throughout their journey.

Your responsibilities may include:

• Providing a warm, professional and personalised welcome to customers
• Supporting customers through check-in, boarding, arrivals and flight connections
• Delivering outstanding service to Iberia customers across the airport journey
• Assisting customers during periods of disruption with empathy, professionalism and clear communication
• Making announcements in both English and Spanish to keep customers informed
• Creating a welcoming and inclusive experience for Spanish-speaking customers
• Supporting premium customers with a tailored and seamless experience
• Helping to facilitate safe, secure and punctual departures
• Identifying opportunities to promote ancillary products and services
• Working collaboratively with colleagues across British Airways and Iberia operations
• Adapting quickly to changing operational priorities whilst maintaining a positive and proactive approach

What You’ll Bring to British Airways

We're looking for people who genuinely enjoy helping others and who are passionate about delivering exceptional customer experiences.

You’ll be someone who:

• Is fluent in both spoken and written English and Spanish
• Enjoys engaging with people from a wide range of cultures and backgrounds
• Has excellent communication and interpersonal skills
• Is passionate about hospitality and creating memorable customer experiences
• Can remain calm, resilient and professional in challenging situations
• Has a proactive approach to problem-solving and decision-making
• Is confident using technology and digital systems
• Can work effectively both independently and as part of a team
• Takes pride in representing both the British Airways and Iberia brands
• Is flexible to work shifts across our 24/7 operation, including weekends and public holidays

Your Experience

• Previous experience in a customer service, hospitality, retail, travel or service environment is desirable
• Demonstrated ability to communicate professionally in both English and Spanish
• Aged 18 or over at the time of application
• Unrestricted right to live and work in the UK
• Ability to obtain and maintain an airport airside pass

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

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.