Customer service operative Review
at British Airways
Level 2 Apprenticeship
Hounslow
Review Submitted: May 2023
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
-
Overview of Role
5/5
-
Skills Development
3.4/5
-
Structure and Support
Overview of Role
Please give an overview of your role and what this involves on a day-to-day basis:
5/5
We respectfully and sensitively deal with customers to identify needs and issues that they may have. We deal with passenger flight queries, verify travel documents and provide boarding passes, tell passengers about luggage restrictions and weigh baggage and collect any excess weight charges.
To what extent do you enjoy your programme?
5/5
I really enjoy the programme as it has given me more confident in what I am doing and also has taught me the real aspect of customer service.
Skills Development
Have you learnt any new skills or developed existing skills?
5/5
Each day is a different day, so you come across lots of problems and each day you are learning something new. The skill that stands out the most is the ability to communicate clearly with the customer. it’s equally important to have the right approach when it comes to responding. Exceptional customer service skills include speaking clearly and articulately, providing just the right amount of information and asking the right questions at the right time.
Structure and Support
How well organised/structured is your programme?
3/5
The programme is structured well overall, however the work based part of the programme can sometimes get overwhelming.
How much support do you receive from your employer?
3/5
I did get quite a lot of support from employers.
How much support do you receive from your training provider when working towards your qualifications?
3/5
I did have good support from the training provider where they had reviews every month to see how you are doing with your work, and to see if you are keeping up. Then we had 1-2-1 meetings, where we discussed what we have done so far.
How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
4/5
We would have more knowledge and in-depth experience and skills as we are taught more about customer service and how to deal with customers when it comes to helping them out and providing the right support.
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
Yes there is, we do get involved in charity works and help out in things like the Comic Relief.
Recommendations & Advice
Would you recommend British Airways to a friend?
Yes
Why?
The airline is excellent in terms of providing customer service and in treating its employees. It would bring you pride to work for an airline with such a rich history and bright future.
What tips or advice would you give to others applying to British Airways?
The tip or advice I would give others is be your self. Don’t compare your self to others and how they are working. Have a positive mind and always believe the best in you. No matter how hard it is never give up.
