Customer Operations & Support Executive

British Airways; Crawley; Hybrid; GBP 25,000 - 27,000; Full time

Job summary

British Airways is seeking individuals to join their customer operations team in Crawley, offering a permanent full-time role that includes managing pre-travel experiences for customers. The successful candidate will troubleshoot issues and provide exemplary service while benefiting from a competitive salary range and various perks including holidays, flight discounts, and a supportive working culture.

Benefits

26 days holiday plus bank holidays

Unlimited standby and premium standby fares

Flexible working hours

Annual bonus based on performance

Pension contributions

Private medical and dental cover

Wellbeing and recognition programmes

Cycle to work scheme

Electric/ULEV car scheme

Qualifications

• Proven experience in a customer operational role, working as part of a team.
• Ability to work shifts.
• Accuracy and attention to detail with excellent organisational ability.

Responsibilities

• Actioning a variety of emails, queues, failed bookings and calls.
• Problem solving and decision making for customer issues.
• Coaching and training new starters.

Skills

Ability to work under pressure

Multi-tasking

Conflict resolution

Customer service

Decision making

Job description

Come Work With Us!

At the heart of everything, is our people — both our customers and our incredible team.

We’re proud to be one of the UK’s leading and most trusted tour operators, offering unforgettable holidays, handpicked hotels, car hire, and amazing experiences through ba.com and the British Airways contact centres. With 24/7 support and a focus on the details that matter, we take our customers’ holidays seriously — so they can focus on the fun.

We are part of the growing, ambitious IAG Loyalty business, made up of British Airways Holidays, Loyalty (the home of Avios) and The Wine Flyer, which brings the stability of a strong collective but keeping our close-knit culture of a smaller company. There are just 360 of us here at British Airways Holidays, and it’s our passion, creativity, excellence, and warmth that set us apart.

Now’s a great time to join us — we’re growing and have big plans for the future!

About the role

Every one of our booking references is a family, couple, group of friends or solo traveller, all making their own treasured travel memories. You will have a direct impact on the memories they are making.

Based in our Crawley Head Office you will be working shifts within a supportive and friendly operational team to provide support to direct customers, contact centre agents and suppliers, to ensure customers have a positive pre-travel experience, with all bookings in place and ready for seamless travel. You will do this via telephone, email and our in-house systems, trouble shooting real time issues and finding pragmatic and creative solutions to challenges such as failed bookings, rejected bookings, pricing discrepancies and system issues.

What you will be doing

• Actioning a variety of emails, queues, failed bookings and calls as allocated daily.
• Working closely with suppliers, internal colleagues, contact centre agents and direct customers, building great relationships at all touchpoints.
• Problem solving and decision making to determine the best course of action and seeing any issues through to resolution, balancing customer service best practice with the needs of the business.
• As you develop in the role you will coach, buddy and train new starters to pass on your knowledge and expertise.

What you will bring:

Our team come from all sorts of operational backgrounds but they all share:

• Proven ability to work under pressure and multi-task
• Proven experience in a customer operational role, working as part of team
• Proven experience of delivering excellent service with a warmth, passion and genuine desire to help others
• Proven experience handling conflict with professionalism and resilience
• Ability to work shifts
• Accuracy and attention to detail with excellent organisational ability
• Able to make pragmatic decisions and find solutions for our customers

What we can offer you

£25,500 to £27,000 per annum salary (this may vary depending on your relevant skills and experience) plusadditional shift allowance of £3,600 per annum.

Shifts

• 5 shifts in 7 days.
• Earliest shift is 8am to 4pm and latest shift is midday to 8pm with a variety of shift times in between.
• Our team covers 364 days a year, including all weekends and bank holidays but closed 25 December
• Shift allowance of £3,600 per annum in addition to base salary.
• The team’s shifts are rostered 3-4 months in advance

Where You’ll Work

Our office is in Crawley, and we offer hybrid working within the UK. Most roles are based in the office twice a week (or more depending on business needs), with coordinated in-office days for team collaboration. We have a tailored and comprehensive onboarding and training programme so new joiners are in the office full-time for their first 16 weeks to be a part of that programme.

Why You’ll Love It Here

• 26 days holiday a year, increasing by one day for every two complete years’ service, to a maximum of 30 days — plus bank holidays. With the option to buy or sell 5 more.

• Unlimited standby and premium standby fares for you and your nominees (on the BA network and partner airlines) from day one

• Holiday and flight discounts for you, friends, and family from day one

• Flexible working hours

• Annual bonus based on company and individual performance

• Pension contributions (6% company/3% employee)

• Private medical and dental cover with BUPA. Paid options to cover partner and children.

• Enhanced Primary and Co-Parent Leave

• Enjoy up to 20 days working in Europe a calendar year under our hybrid working policy.

• Cycle to work scheme

• Electric/ULEV car scheme

• Ability to purchase Avios from salary at a discounted rate

• Wellbeing and recognition programmes to support and celebrate you

• A culture that truly values diversity, equity, and inclusion — because everyone deserves to feel they belong

What Makes Us Special

You do! Our people bring the energy, the warmth, and the ideas that make British Airways Holidays extraordinary. We’re proud of the trust our customers place in us — and we reflect that same trust in each other, our partners and IAG Loyalty.

As we grow, you’ll have the chance to grow too — with real opportunities to develop your skills and your career.

Come join a team that’s passionate about travel, serious about quality, and full of people who love what they do.

Diversity, equality & inclusion are all important to us. We believe a diverse and inclusive workplace contributes to our sense of wellbeing and belonging, enabling us all to thrive professionally and personally. Equality and equity are important in ensuring that everyone is treated fairly. Our focus is on creating a positive and inclusive working environment for all.

• We aim to be inclusive – everyone feels valued and respected as an individual.
• We aim to ensure equality and equity - everyone treated fairly as individuals with recognition of unique differences.
• We aim to be diverse – with a mix of colleagues representing ourcommunity.

We are advertising this role as a permanent full-time role, however if you would like to apply on a part-time basis, you are welcome to open a discussion about this at the Teams interview stage.

Closing date for applications is: 6th July

Please note - we may close this vacancy early if we receive lots of applications or business priorities change.