Customer experience team Review

Item: Customer experience team at British Airways
Rating: 4.5
Author: Anonymous

at British Airways

Level 2 Apprenticeship

Teaching

London

Review Submitted: March 2021

Overall Rating

4.5 /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!

4/5 - Overview of Role

4/5 - Skills Development

4/5 - Structure and Support

Overview of Role

Please give an overview of your role and what this involves on a day-to-day basis:

4/5

I work in the customer experience team of British Airways, my role includes checking customers in and board them for their scheduled flight, I help our passengers with any enquiries about their travel requirements and provide them with an exceptional customer service.

To what extent do you enjoy your programme?

4/5

I have enjoyed every step of my apprenticeship, from getting trained on different skills and areas of the customer experience team to attending workshops and applying my skills on the job.

Skills Development

Have you learnt any new skills or developed existing skills?

4/5

I have acquired many new skills while working at the airport, one of them is decision-making skills, it’s important to be aware of the processes and make decisions within a timescale as while handling customers, boarding flights has given me a sense of when to make the correct decisions.

Structure and Support

How well organised/structured is your programme?

4/5

Ground operative customer service level 2 apprenticeship is well organised with all the training programme, different workshops, opportunities within the company and planning on how to help all the apprentices to achieve their final grade.

How much support do you receive from your employer?

4/5

I have received an extreme amount of support from my managers and coaches. My employer has always helped me with all my issues and to achieve my grades.

How much support do you receive from your training provider when working towards your qualifications?

4/5

I receive a good amount of support from my training provider towards my apprenticeship. If I need any help then I always email my coach and get a solution of my issue in minutes. I’ve gotten so much help with completing my assignments and meeting deadlines.

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 qualification helps me get a better understanding of what the customers and the employer needs from us as employees representing the brand.

Are there extra-curricular activities to get involved in at your work? (For example, any social activities, sports teams, or even professional networking events.)

4/5

There were plenty of workshops about different areas and scenarios of the airport online on the MS teams due to the pandemic, however, we’d have done a charity event for flying start (flagship charity programme, a global partnership with comic relief) as our 20% off- the job training.