FAQs
What is the role of the Director of Customer Care at British Airways?
The Director of Customer Care is a senior leadership position responsible for the strategic oversight of British Airways' global customer contact operations, focusing on optimizing customer service and aligning BA products with customer preferences.
What qualifications are needed for this position?
Candidates need previous experience in leading and managing contact centre operations, proven capability in leading and developing people, and validated experience in creating and implementing strategy and change at a senior level.
Is project management experience required for this role?
While not mandatory, project management experience is desirable and can enhance a candidate's suitability for the role.
What does the job entail regarding customer data?
The Director of Customer Care will develop and maintain the enterprise architecture related to customer data assets and governance, ensuring effective use and oversight of these data resources.
How does this role contribute to the customer experience?
This role oversees the delivery of best-in-class customer service standards by leveraging insights and market trends to devise customer loyalty and resolution strategies, enhancing the overall customer journey with British Airways.
Are there benefits offered with this position?
Yes, the role offers a competitive rewards and benefits package, including a defined contribution pension scheme, life assurance cover, and options supporting physical, mental, and financial wellbeing, along with staff travel benefits.
How important is leadership in this role?
Leadership is crucial, as the Director of Customer Care needs to act as a trusted leader, guiding and inspiring the Global Engagement Centres to create a strong and empowered culture within a diverse and inclusive team.
What is the focus of the operational departmental plans in this position?
The focus of the operational departmental plans includes overseeing their production and delivery, as well as assessing related performance to ensure alignment with strategic objectives.
Is there a focus on technology in this position?
Yes, the role involves deploying technologies that positively impact customer retention, automate the measurement of customer experience, and personalize customer care.
Does the company have a stance on diversity and inclusion?
Yes, British Airways values diversity and is committed to being an equal opportunities employer, not discriminating based on race, religion, age, marital status, veteran status, or disability status.