Customer Relations Business Lead - Americas

British Airways PLC; New York (NY); Remote; USD 96,000 - 119,000; Full time

Job summary

A leading global airline seeks a Customer Relations Business Lead in New York. This remote role involves leading a team to manage customer complaints, support legal claims, and ensure compliance with regulatory bodies. The ideal candidate will possess strong leadership and problem-solving skills, with experience in the airline industry. This position offers a competitive salary and the opportunity to make a significant impact in customer relations.

Qualifications

• Experience in managing, leading, coaching and motivating staff.
• Understanding of airline legal framework regarding customer complaints.

Responsibilities

• Lead the North American team in response to customer complaints.
• Accountable for team's performance management and delivery of targets.
• Point of contact for US DoT and consumer agencies.

Skills

Problem Solving

Leadership

Coaching

Decision Making

Tools

Salesforce

Office 365

Job description

British Airways is one of the world's leading global premium airlines serving almost 40 million customers a year, travelling to over 180 destinations in more than 70 different countries worldwide.

Currently, British Airways has an exciting opportunity open for aCustomer Relations Business LeadThis position will be based in New York (this is a remote role with regular travel to New York).

You will lead the North American team in their response to Customer Relations complaints from North American regulatory bodies. You will also be accountable for supporting the local legal team in defending claims brought against the airline.

Accountabilities:

• Accountable for the team's performance management and delivery of targets and key service metrics
• Facilitate a culture of open and honest communication ensuring key messages are cascaded.
• Point of contact for all queries from the US DoT, CTA, and consumer agencies related to customer complaints and claims.
• Act as local legal advisor, working with internal and external council, providing all data and if required, support in court.
• Local representative for British Airways Media relations
• Maintain all local legal and regulatory documentation as required.
• Manage relationship with local baggage support related to repair and replacement.
• Manage all local people management and payroll responsibilities.
• Deliver cost effective resolution of complex high value customer relations matter
• Accountable for local reports relevant to customer complaints and claims as required.
• Point of first contact for US/Canadian regulators on accessibility/discrimination complaints
• Default senior Complaint Resolution Officer for US DoT discrimination matters
• Leads the North American disability coordination on behalf of Customer Relations.

What you will need:

• Experience in managing, leading, coaching and motivating staff within a customer driven environment.
• Strong commercial decision maker.
• Ability to reprioritise work and meet deadlines.
• Know how to prioritise when faced with multiple issues and can flex my team on the day
• A born problem solver
• Operational experience, people management and excellent coaching skills
• Understanding of broader airline legal framework, specifically relating to customer complaints and claims.
• IT competence within salesforce, Office 365 and airline environment.

You must have employment authorisation to work in the United States.

Salary range for this role is: 96,584-118,047 USD

We are an Affirmative Action/Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. We are a VEVRAA Federal Contractor.

Any queries please contact [e-mail]