Customer Experience Representative Review

My role is a Customer Experience Representative and I recently completed my airside training. My airside role involves working at the gate, lounges, connections, check-in and dealing with difficult customers. Periodically, I may be allocated landside to do check-in which is what I was doing prior to my airside training.

I have improved my customer service skills, my interactions with customers, I have learned how to become a professional and I have continued to follow my passion for aviation.

I enjoy the programme some of the time, particularly when representing BA at career events. However, I believe some of the customer service training and dealing with difficult customers should have come in earlier in the apprenticeship.

I would say that it is well organised with good notice given to us when we are allocated outside of our usual duties and asked to attend training/workshops.

I receive some good support from my Apprentice Business Partner and she wants to support me where possible. However, I do believe that there is more that needs to be done and this will improve in the coming days.

I believe that my academic support was poor as we were only given a proper written brief and guidance to complete our assignments in the fifth month. This resulted in a long period of time with us not being 100% clear of what was expected from us.

We get extra training and recaps on some topics which we may not have come across since the end of our initial training, such as dealing with firearms and customers with dual nationality.

On various occasions during the year, we get involved in representing BA at career events and also getting involved with BA’s own events such as BA does Strictly and Abseiling the Orbital, two fundraising events for BA’s charity Flying Start.

Yes

British Airways is a leading company in aviation and for them to offer appprenticeships in various different roles show how much they value young talent emerging into the business.

I would say that you need to be prepared to go the extra mile in what you do. With BA’s high standards of service expected from customers it is essential that you are always punctual, always professional and always ready to assist.