Premium Ambassador

British Airways; Greater London; On-site; GBP 21,000 - 32,000; Full time

Benefits offered by this job

Staff travel benefits

Discounted airfares

Job summary

British Airways plc is seeking a Premium Ambassador to join Premium Customer Care. You will deliver a highly personalised airport experience for High Value Customers, offering warm, proactive support and genuine recognition.

You will collaborate with multiple teams to ensure end-to-end service, using customer insight to enhance the overall journey and drive loyalty. A background in premium hospitality and strong communication are preferred, with a clean UK driving licence advantageous.

Qualifications

• Experience in customer service or hospitality environments.
• Experience in premium or VIP settings is advantageous.
• Strong communication and relationship-building skills.

Responsibilities

• Deliver an exceptional, highly personalised experience for High Value Customers.
• Assist arrivals and flight connections to ensure a seamless airport journey.
• Anticipate customer needs and proactively reduce friction in their travel experience.
• Build trusted relationships through personalised engagement and understanding customer preferences.
• Represent British Airways with professionalism and discretion in every interaction.
• Collaborate with Proactive Customer Care, The BA Club, Contact Centres, the Concorde Team and Cabin Crew for joined-up service.
• Use customer insight to identify opportunities to continually improve the service.

Skills

Customer service

Hospitality

Communication

Relationship building

Adaptability

Driving licence

Job description

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.

The role: Premium Ambassador

Do you have a passion for creating exceptional experiences and making every customer feel recognised and valued?

We have an exciting opportunity to join Premium Customer Care as a Premium Ambassador, becoming part of a small, dedicated team focused on delivering a highly personalised and seamless airport experience for our High Value Customers.

Loyalty is at the heart of the British Airways experience. As a Premium Ambassador, you’ll bring this to life through every customer interaction, providing warm, proactive and highly personalised support that makes our most valued customers feel genuinely recognised and cared for.

What you’ll do:

Every customer and every journey will be different. You’ll use your knowledge, judgement and personality to create an experience tailored to the individual.

• Deliver an exceptional and highly personalised experience for High Value Customers.
• Meet and support customers through arrivals and flight connections, helping to make their airport journey as seamless as possible.
• Anticipate individual customer needs and proactively remove friction from their journey.
• Build genuine, trusted relationships through personalised engagement and an understanding of individual customer preferences.
• Represent British Airways as a visible, warm and trusted ambassador, demonstrating professionalism and discretion in every interaction.
• Work closely with Proactive Customer Care, The British Airways Club, Contact Centres, the Concorde Team and Cabin Crew to create a joined-up, end-to-end premium experience.
• Use customer insight and feedback to identify opportunities to continually improve our service.
• Support the wider team and provide additional cover where required

What you’ll bring to British Airways:

• Operational experience within customer service or hospitality.
• Knowledge of the premium customer's end-to-end journey would be desirable.
• Experience working within a premium or VIP customer environment would be an advantage.
• Strong communication and relationship-building skills.
• An understanding of how great customer experiences can build loyalty and strengthen long-term relationships.
• The ability to adapt quickly to changing customer and operational needs.
• A clean UK driving licence and driving experience.

Your experience:

If you’re passionate about people, naturally build great relationships and want to play a part in creating exceptional experiences for our High Value Customers, we’d love to hear from you.

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.