Customer Service Apprentice Review
at British Airways
Level 2 Apprenticeship
Hospitality Management, Logistics and Operations
Harmondsworth
Review Submitted: June 2021
Overall Rating
3.9 /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!
4.5/5
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Overview of Role
5/5
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Skills Development
3/5
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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:
4/5
My role at British Airways was being a customer service apprentice who focuses on customer service excellence whilst maintaining a safe and secure airline.Day-to-day tasks include working at check-in, arrivals, connections, and boarding flights.Throughout the day I will Assist passengers who require any help along the journey Whilst providing a friendly customer service.Travelling can be very daunting for a lot of passengers so by making their day smoother and easier allows the passenger to have an enjoyable experience. Many passengers are not always travelling for leisure so it’s important to respect and understand that some passengers may not want to be approached however by adapting my Method of communication shows that I am catering to the specific customers needs.
To what extent do you enjoy your programme?
5/5
I enjoyed the program in terms of background knowledge within aviation such as ramp areas and different departments within aviation. For example when I am at the gate boarding, team members such as a dispatcher is present and I am able to ask them questions and gain inside knowledge.I enjoyed my apprenticeship as not every day was the same there were many scenarios and situations that I had never experienced before and now I am able to deal with things in an efficient way. Meeting new people was the highlight of me enjoying my apprenticeship as I’ve got to me loads of different individuals from my colleagues to fellow apprenticeship members as well as customers. I love to hear people stories and what makes them them and this is what made my apprenticeship very enjoyable.
Skills Development
Have you learnt any new skills or developed existing skills?
5/5
Whilst working at the airport I have learnt a lot of skills as well as developed many others. For example I would consider myself to be quite approachable and friendly however there have been many situations which have put me under pressure and I have learnt to deal with it effectively and respectively. I have definitely developed my social skills as public speaking was not necessarily a strong point of mine. However now whilst making public announcements such as at boarding gates or at landside check-in I am much more comfortable doing this.I have also developed my interpersonal skills as many different colleagues and customers come from different backgrounds and being able to adapt to their specific ways of doing things has allowed me to be understanding of the diversity within the workplace.
Structure and Support
How well organised/structured is your programme?
2/5
Due to COVID-19 or apprenticeship had significantly been affected as we were in the operation less than usual.
The timeline for set skills that we were meant to learn had to be pushback however it was completed and I am happy of how the timeline played out in the end.
The timeline for set skills that we were meant to learn had to be pushback however it was completed and I am happy of how the timeline played out in the end.
How much support do you receive from your employer?
3/5
We received a lot of support which was very helpful and comforting as joining the company was very nerve wracking for me. We were given useful contact numbers and emails to contact our employers If needed which was very effective. I enjoyed the frequent catch up calls to see how I was getting on.
How much support do you receive from your training provider when working towards your qualifications?
5/5
The training providers were excellent and went above and beyond to ensure that I was on target and meeting all My goals before the end of my apprenticeship.The training provided was very helpful and supportive when I was unsure or needed some extra support with the work. I am very happy that I was supported throughout the apprenticeship in terms of working towards my qualifications.
How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
4/5
It helped me to perform better in my role as I was able to apply what I had learnt into the classroom into the working environment. For example learning topics such as health and safety and security allowed me to before my job at work effectively as I was complying with health and safety guidelines.
Are there extra-curricular activities to get involved in at your work? (For example, any social activities, sports teams, or even professional networking events.)
1/5
Due to COVID-19 this affected extra curriculum however at the start of our apprenticeship we were informed of all the activities that we could’ve participated in such as comic relief, apprenticeship forums, as well as charity fundraisers to support other charities. We were also informed that we were able to participate in other events such as team days out however due to COVID-19 this affected it.
Recommendations & Advice
Would you recommend British Airways to a friend?
Yes
Why?
I would recommend British Airways to a friend as there are many skills that you can develop within the company. I also believe that there is also a room for individual improvement And this will allow them to develop many skills and grow within the company. I would also recommend it to a friend if they enjoy the spontaneous days said they will have as no day is ever the same. It is an environment to meet new people grow as well as learn how to maintain a professional demeanour at all times. It also build your Character in many ways as many situations we face can be challenging but stimulating at the same time.
What tips or advice would you give to others applying to British Airways?
Be yourself and display all The skills you provide. It is important to show that you are passionate about providing excellent customer service as well as performing tasks correctly and complying at all times.
Show that you are willing and open to learn with positive feedback as well as being inquisitive into the job role that you are applying for.
Show that you are willing and open to learn with positive feedback as well as being inquisitive into the job role that you are applying for.
