Customer service practitioner Review

by British Airways

Best Apprenticeship Employer

Rating

9/10

1. Please give an overview of your role and what this involves on a day-to-day basis:

Selling flights and packages, changing existing bookings, resolving customer relations cases, servicing member accounts.

8/10

2. Have you learnt any new skills or developed existing skills?

I have learnt how to use various systems that I was unfamiliar with beforehand. I have also developed my time management skills.

9/10

3. To what extent do you enjoy your programme?

I enjoy how different each day can be, as every call involves something or someone new. I also enjoy the range of tasks we have to do, from booking flights to responding to customer complaints.

8/10

4. How well organised/structured is your programme?

The apprenticeship is very well structured by British Airways. They allow us time every week to complete apprenticeship work and give us extra flexibility to do further learning.

10/10

5. How much support do you receive from your employer?

The people who support our apprenticeship are very involved in our work. They are there to help us both fulfil our role and make sure we complete all apprenticeship work. We are able to contact them at any time if we have any issues.

10/10

6. How much support do you receive from your training provider when working towards your qualifications?

The training provider is less involved in our day to day roles as we have a limited amount of workshops to complete. We also know we can contact them if we need support.

7/10

7. How well do you feel that your qualification (through your training provider) helps you to perform better in your role?

We have the benefit of being able to research the business and learn more about the products we sell. This helps us when talking to customers as we are able to pass on this knowledge to them and help them make a decision.

10/10

8. Are there extra-curricular activities to get involved in at your work? (For example, any social activities, sports teams, or even professional networking events.)

There are always extra things we can get involved in. Many colleagues support the Flying Start charity and we often have travel markets where we can learn more about destinations. We also have had the opportunity to visit the head office to learn more about the business.

10/10

9a. Would you recommend British Airways to a friend?

Yes

9b. Why?

British Airways offers its employees lots of support. There are many opportunities and benefits on offer too - we get travel concessions, to work with charities and to visit various different places to further our knowledge of the business.

10. What tips or advice would you give to others applying to British Airways?

Be passionate about the role and make sure you research British Airways beforehand.