Customer Relations Executive

British Airways Holidays

Come and be part of our next adventure

Hybrid – Crawley (2 days p/w) 

At British Airways Holidays, we don’t just sell holidays — we create memories. Whether it’s handpicked hotels, curated car hire, or unforgettable experiences, we help our customers make the most of their time away. And it all starts with our people.

This is your chance to be part of it.

A little about us

We’re a thriving business, passionate about travel and part of IAG Loyalty, the people behind the global loyalty currency, Avios. Each business has its own goals, strategy and team, but collectively we share a purpose to create the world’s most rewarding experiences for our customers through holidays, loyalty programmes and new products. 

At the heart of everything, is our people - both our customers and our incredible team.

About the role

While we always want our customers to make amazing memories on their holidays, sometimes things don’t quite go as expected. We in Customer Relations can really make a difference in resolving post travel complaints and regaining customer confidence, loyalty and trust by showing we are here to listen and help.

We are recruiting for a Customer Relations Executive on a permanent basis. This is a Monday to Friday role, working office hours with no bank holiday working.

Working in our friendly and enthusiastic team you will investigate and respond to post travel complaints and issues raised by our customers. You will own each customer complaint received either via email, letter or phone from initial system logging, investigating with our suppliers and internal teams and responding to our customer to successfully conclude the file within our agreed SLAs in writing or by phone.

We celebrate successes in our team and really recognise the impact the service we offer post travel makes to our customers.

What you will be doing

• Responding to assigned customers post-travel correspondence. This comes in via email, webforms from ba.com, post or by phone
• Ensuring complaints are resolved to the customer’s satisfaction and refunds issued. Deciding if and what compensation can be offered and provide considered and well composed written response to customers where appropriate.
• Liaising and negotiating with suppliers to investigate customer feedback and providing ideas and solutions that could be put in place to stop recurring complaints and issues.
• Working within a team to support telephone calls to customers and suppliers
• Assisting other departments on Customer Relations issues and compensation queries

What you will bring

• Proven experience within a customer complaint handling role
• A real passion for service and winning our customer round even in most challenging circumstances
• You will be communicating with our customers mainly in writing, sometimes by phone. Excellent written skills are a absolute must.
•  Ability to write professional, clear, and empathetic responses to customers
• The ability to negotiate positive outcomes with our customers and suppliers, whilst building and maintaining relationships is an essential part of the role
• You will be dealing with dissatisfied customers so a resilience and a passion to deliver excellent customer service to recover their confidence is needed.
• Dealing with multiple files at the same time and at different stages of investigation requires strong planning, organisation and time management skills
• Previous UK tour operator experience and UK travel package regulations expertise would also be beneficial.

Our offices are based in central Crawley and we offer hybrid working (within the UK only). Generally, this role works from our offices twice a week, with additional days as needed depending on meetings etc. Office days are co-ordinated so that colleagues in the same team are in the office together to collaborate in person. We usually support new colleagues in the office full time for the first few weeks.

Why You’ll Love It Here

• 26 days holiday a year, increasing by one day for every two complete years’ service, to a maximum of 30 days — plus bank holidays. With the option to buy or sell 5 more.
• Unlimited standby and premium standby fares for you and your nominees (on the BA network and partner airlines) from day one
• Holiday and flight discounts for you, friends, and family from day one
• Flexible working hours
• Annual bonus based on company and individual performance
• Pension contributions (6% company/3% employee)
• Private medical and dental cover with BUPA. Paid options to cover partner and children.
• Enhanced Primary and Co-Parent Leave
• Enjoy up to 20 days working in Europe a calendar year under our hybrid working policy.
• Cycle to work scheme
• Electric/ULEV car scheme
• Ability to purchase Avios from salary at a discounted rate
• Wellbeing and recognition programmes to support and celebrate you

Diversity, equality & inclusion are all important to us. We believe a diverse and inclusive workplace contributes to our sense of wellbeing and belonging, enabling us all to thrive professionally and personally. Equality and equity are important in ensuring that everyone is treated fairly. Our focus is on creating a positive and inclusive working environment for all.

• We aim to be inclusive – everyone feels valued and respected as an individual.
• We aim to ensure equality and equity-everyone treated fairly as individuals with recognition of unique differences.
• We aim to be diverse – with a mix of colleagues representing our community.

Closing date for applications is: 8th February

Please note - we may close this vacancy early if we receive lots of application or business priorities change.