Customer Service Apprentice Review

I am a customer service representative. We work both landside; checking in passengers and airside; boarding passengers. We focus on going above and beyond for all of our customers and work as a team to make this happen, everyday you will face different challenges within the aviation industry.

Yes. I believe teamwork is a huge aspect in the terminal, even though we work independently in some areas we rely heavily on the people around us at each stage of process which creates a community of support. You also become more confident and and build relationships because of this.

I enjoy the apprenticeship because we get the opportunity to learn and work in a very unique environment. There is no job quite like it and everyone you are surrounded by appreciates this also. During coursework and exams you have the chance to use the global learning centre to train and build on your skills.

The apprenticeship is very well organised and this was clearly shown within the first few days of joining the programme. You are given a roadmap of the whole journey over 18 months with detail about the work you will be completing and combining this with your day to day duties in the terminal.

We receive huge support from our managers and trainers especially. Those that help run the apprenticeship are very easy to talk to and work hard to solve any problems that may arise. If we ever need more support we can contact our own line mangers via email.

Our trainer providers have supplied many workbooks, presentations and documents we can look through to assist with our work. If we ever have a question they are available to give us advice and they have prepared us well for our end point assessments and achieve our qualifications.

We implement everything we learn from our training provider on a day to day basis, there is so much that goes into the job but most is covered during training and anything that hasn’t you will learn on the go.

We were told there would be opportunities for fun team exercises outside the working environment for example; GoApe and flying programmes, however due to covid we have been unable to participate in these activities. Instead we have regular welfare calls where we discuss anything we want to talk about.

Yes

I would recommend British Airways because it provides such a unique job. As someone who never planned to be working within the aviation industry, I enjoy the working environment and have learnt about people skills. It has taught me hard work is very fulfilling and you will always go home after a shift thinking you achieved something big.

You should be open and willing to try new things, don’t be embarrassed to make mistakes as everyone around you has your back and wants to see you do well. And just to give it a go and stuck to it if you are not sure because it is very rewarding.