Customer Service Level 2 Apprenticeship at British Airways

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Customer Service Level 2 Apprenticeship

Working in shifts in Customer Service at Heathrow, you’ll take on duties across the team – from Check in and Connections to Arrivals and Premium areas. Your helpful, welcoming personality will equip you to meet, greet, deal with queries and be a true ambassador for our brand. The work will give you a great insight into the whole customer journey. We can promise that most days will be anything but ‘every day’, especially with so many different customers to meet and colleagues to support.

With thousands of customers coming through Heathrow each day, life will be fast-paced and tough at times. But with your natural adaptability, and passion for customer service, you’ll rise to the challenge and build the foundations of a British Airways career.

To get you off to the best possible start, we’ll make sure you’re up to speed with full training. Then you’ll be in the highly-experienced hands of our welcoming, friendly team. If that wasn’t enough, we’ll also support you as you work towards an Intermediate Apprenticeship (Level 2) as Aviation Ground Operative.

The role

  • Respectfully and sensitively deal with customers to identify needs and issues.
  • Use in-depth knowledge of British Airways products, services, policies and systems to provide solutions.
  • Focus on service excellence, safety and security.
  • Be an ambassador for the British Airways brand.
  • Build relationships with customers, as well as colleagues within your team and the business.

What we look for

  • Must hold or be predicted to obtain required grades before the apprenticeship start date;
  • Five GCSEs 9 – 4 (A*- C) or equivalent, including English and Maths at grade 9 -4 (A*- C).
  • IT competency.
  • Passion for customer service.
  • Great communication skills.
  • Ability to organise and prioritise.
  • Effective teamworking.


Level 2 - Aviation Ground Operative, Intermediate Apprenticeship equivalent to five GCSEs A* - C (9-4)

Programme start dates vary from September 2020 to January 2021

Important application information

You must be prepared to undergo a Criminal Record Check and provide satisfactory references for the last five years to get an airside pass.

You’ll wear the British Airways uniform with no visible tattoos or body piercing.

You should be fluent in both spoken and written English, and hold a valid passport (with minimum of 12 months before expiry date) with the unrestricted right to live and work in the UK .

As part of your application process, we will be asking you a few questions to establish if you are eligible for funding as part of this apprenticeship. All information you give will be checked and verified later.

Here is what you will be asked for when you apply:

  • Confirmation that you don’t already hold a qualification in the subject area of the Apprenticeship at the same or a higher level.
  • Are you able to prove that you have the right to live and work full time in the UK, without sponsorship from British Airways?
  • Do you hold a valid and current passport for the United Kingdom of Great Britain & Northern Ireland?
  • Can you confirm that you have not lived or worked outside of the UK with-in the last three years?

If you are able to satisfy the above entry and eligibility criteria, then we encourage you to apply!

If you’re not a UK passport holder we’ll need you confirm that you don’t already have a disqualifying qualification, that you have lived in the UK continuously for the last three years, and that, if you hold a visa, you don’t have any work restrictions.

Based on your responses we’ll do some further checks to confirm your eligibility for the programme.

About British Airways

Get somewhere at British Airways.

We’re made of pretty special stuff at British Airways. And it’s exactly opportunities like our inspiring apprenticeships that make us. Staying true to our world-famous history, while looking to our future through the eyes of modern Britain, we’re showing people they can be as proud of their career as the flag they fly.

How to apply

To apply for this role and to find out more, please click on the apply button.

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