Customer service apprentice Review
at British Airways
Level 2 Apprenticeship
Logistics and Operations
London
Review Submitted: March 2021
Overall Rating
4.3 /5
The Overall Rating is the average of all the ratings given in each category. We take those individual ratings and combine them into one final score!
5/5
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Overview of Role
5/5
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Skills Development
3.8/5
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Structure and Support
Overview of Role
Please give an overview of your role and what this involves on a day-to-day basis:
5/5
As a customer experience team member, I check customers in at the airport for their flights, provide customers with important infomation and offer my assistance. I also work with my colleagues to board flights at gates using lots of communication to make sure flights take off in time. Other duties involve working in arrivals.
To what extent do you enjoy your programme?
5/5
I thoroughly enjoy my programme at terminal 5 because every day is different and I enjoy meeting new people. One day I may be at check in which is nice to interact with friendly people as well as helpful colleagues. Another day may include lots of teamwork and determination to board a flight which is very exciting.
Skills Development
Have you learnt any new skills or developed existing skills?
5/5
Having previous customer service skills from part time retail jobs in the past, I have developed my interaction skills and become much more confident in dealing with problems with customers. I often work In a busy environment, I have learnt how to use my time effectively and attend customers whose need the most support first.
Structure and Support
How well organised/structured is your programme?
4/5
My programme is well structured because we had initial training at the beginning of the apprenticeship which included security, emergency measures, system training and lots more. This gave myself and my team reassurance and knowledge in how to deal with a difficult situation. During the programme we have scheduled days where we complete workbooks and we can discuss together some of the work.
How much support do you receive from your employer?
4/5
I receive good support from British Airways by having a line manager which I can call or email whenever I have a question or need to discuss something which is important so I can resolve my problems and feel less anxious. My apprentice coach is also very supportive and will help with the apprentice work such as workbooks and also be there for a chat if needed.
How much support do you receive from your training provider when working towards your qualifications?
4/5
I receive lots of support from my training provider, I had one coach for the duration of the apprenticeship and she was very knowledgeable and helpful when working with us. My coach had one to one meetings with me to discuss my progress to which was very helpful to keep me on track.
How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
4/5
I feel that my qualifications help me perform better because i have more knowledge about communication, team work and general life skills than normal employees at my workplace. It means I can put scenarios that I learnt from my apprenticeship into use when dealing with difficult customers and security breaches at the airport. I will be more confident and deal with them more efficiently.
Are there extra-curricular activities to get involved in at your work? (For example, any social activities, sports teams, or even professional networking events.)
3/5
There are charity events that apprentices can be involved at while at British Airways, these include physical challenges outside of the workplace. They are often large events with lots of employees so is a good chance to improve team work and help the charities reach their goal by receiving donations. Due to Covid19 this wasn’t possible this year.
Recommendations & Advice
Would you recommend British Airways to a friend?
Yes
Why?
British Airways is a top employer and flag carrier of England. It also has a good reputation for proving good service. It is an inclusive company and takes into account diversity and fairness when recruiting. The team is extremely friendly and offers a large variety of different departments and jobs. I enjoy working at the airport and meeting lots of new people, it is a great company to progress to higher up roles. Finally the shift work is good as we can swap shifts and days off with colleagues.
What tips or advice would you give to others applying to British Airways?
Tips and advice I would give to applicants would be to be confident and chatty when going through the interview stages. Dress smart and have a friendly smile and inviting body language. Make sure to make conversation flow easily and be yourself. If you enjoy meeting new people and love team work, then apply.
