Customer Service Representative Review
at British Airways
Level 2 Apprenticeship
Marketing
Hounslow
Review Submitted: May 2023
Overall Rating
4 /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
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Overview of Role
4/5
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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:
4/5
I check in passengers everyday as well as handling upgrades and seat changes of passengers. I also handle any difficult situations such as passengers whos flights have been cancelled or delayed due to weather or air traffic controller strikes which have been happening recently over France. We also hand out vouchers to customers.
To what extent do you enjoy your programme?
4/5
I enjoy my programme a lot. I have met many new people and I have made a lot of new friends as well as learning a lot of new skills and trying new things. My apprenticeship has introduced me to a lot of tasks and I have been able to try new things.
Skills Development
Have you learnt any new skills or developed existing skills?
4/5
I have learnt new customer service skills when dealing with customers that are angry or stressed because of cancelled flights or disrupted flights. I print off tickets and boarding passes for customers that may need them so I have learnt computer skills as well as technology skills with the boarding pass printer.
Structure and Support
How well organised/structured is your programme?
3/5
My programme is quite well organised, I think that there is room for improvement with managers being able to make time for you, but in general I think that my apprenticeship is quite organised and well structured with tasks and days off and the shift times as well balanced for free time.
How much support do you receive from your employer?
4/5
I think the support that I receive from British airways is good because we are always invited to different support groups and events such as workshops which helps us boost our knowledge of any of the topics we work with so that if any customers have queries then we know the correct information.
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 we have one to one meetings once a month which we are offlined for.
How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
3/5
I’m not sure how new qualifications helps me perform better other than that I learn new skills to help new customers queries.
Are there extra-curricular activities to get involved in at your work? (For example, any social activities, sports teams, or even professional networking events.)
5/5
There are always a lot of extra curricular activities such as abseiling off of the London stadium orbital slide. That was a lot of fun and we raised money.
Recommendations & Advice
Would you recommend British Airways to a friend?
Yes
Why?
There are always new opportunities at British airways to make new friends and meet new people and try many new things you maybe have never done.
What tips or advice would you give to others applying to British Airways?
To be yourself, everyone is really kind and helpful.
