Customer service practitioner Review
at British Airways
Level 2 Apprenticeship
Logistics and Operations
Newcastle upon Tyne
Review Submitted: April 2023
Overall Rating
3.8 /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!
3.5/5
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Overview of Role
4/5
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Skills Development
3.6/5
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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:
3/5
In our role we take calls to answer customer queries and solve their problems or book flights and holidays for our passengers. We also resolve customer relations cases and service member accounts. Every day is something different and new.
To what extent do you enjoy your programme?
4/5
I really enjoy how different every day is and the support we have received from the business. I have met friends for life because of the programme and I enjoy resolving our customers problems and making them happy.
Skills Development
Have you learnt any new skills or developed existing skills?
4/5
Learnt how to use all of the BA systems, for example the system we use for booking flights, packages, our telephone system, break adherence system. I have developed my time management throughout the course of the programme so far.
Structure and Support
How well organised/structured is your programme?
4/5
I think the programme is really well structured and balanced, the apprenticeship side of things is all interconnected with the BA work side of things making it easier to manage.
How much support do you receive from your employer?
5/5
British Airways as an employer are extremely supportive through everything whether it is work related or not and I feel as though they are involved in the apprenticeship and don’t just leave us to get on with it alone, there is a lot of support available.
How much support do you receive from your training provider when working towards your qualifications?
2/5
I think that we receive more support from BA than Seetec but only because we are at work every day and don’t see our ADC from Seetec all the time meaning it is easier and more accessible for BA to support us.
How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
4/5
The qualification alongside the job itself helps me in order to look at customer service in general which gives us a different and wider view of customer service than just thinking about it in terms of British Airways itself.
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
BA does a lot for charity so there are always opportunities to get involved in that. We hold regular travel markets in the office also to build further knowledge. BA offers educational trips to even further build knowledge to help with the role. Table tennis in canteen also for during breaks and lunches. We also got the
Opportunity to go to London multiple times with our apprenticeship to learn more about the business and experience what we have to offer.
Opportunity to go to London multiple times with our apprenticeship to learn more about the business and experience what we have to offer.
Recommendations & Advice
Would you recommend British Airways to a friend?
Yes
Why?
Because BA has been really supportive throughout and the travel benefits and perks are amazing within the company. I also think you get a sense of pride when working for and being associated to such a globally well known company.
What tips or advice would you give to others applying to British Airways?
To be passionate about the industry as that is what BA are looking for especially with their current “better BA” campaign.
