Customer experience team Review

My role is to provide customers with an excellent service from start to finish. This can involve checking customers in for flights and checking their documentation. Or it can be boarding flights that are departing checking customers identification and also their boarding passes. You could also work in the lounges.

I have learnt how to assist customers with restricted mobility and ensure that their needs are met at check in and also going through to departures. I have developed my communication skills ensuring that I am always using the correct method of communication and know when it is essential to relay information.

I enjoy the majority of the programme the training can be quite challenging but once you are in the terminal and applying the things that you have learnt you feel more confident and are able to enjoy the day to day role and what it intales. I enjoy the fact that each day is different.

In the beginning of the programme their was a lack of communication which can make you become anxious as to what is expected of you and leave you feeling unsure. But as the months went on we received more information and began to have welfare calls every other week which was reassuring.

We received some support from the apprenticeship team that were looking after us they would always reply to emails if we had any concerns and action any immediate questions that needed fixing. It was reassuring to know our issues were being listened to and that we had that level of support.

There is continuous support from the trainer when working towards the qualification. Whether that’s communicating if you are having any issues with the coursework and need assistance on what is expected of you. Or communication when you have completed outstanding level of work. They also support you when carrying out workshops.

I feel that the content that we learned in our coursework enabled us to have a deeper understanding of how we can apply this knowledge to the working place. It prepared us for what life would be like working in the terminal and enabled us to perform to a higher standard.

I’m sure there are extra curricular activities that we would normally get to be involved in but due to the pandemic I don’t feel many of these were possible as they did not run the same way they normally would and we didn’t receive much information on them.

Yes

I would recommend working for British airways as it gives you an insight into working for a large scale company and gives you skills that will develop you as a person. The nature of the job is very fast paced so there is never a dull moment and you get to make customers days special.

I would advise anyone thinking of applying to ensure they do their research on the company and really understand the role and what is expected of you as there is a lot of work that does need to be completed. I would say just to be yourself and go for it.