Customer service representative apprentice Review
at British Airways
Level 2 Apprenticeship
Customer Service
Hillingdon
Review Submitted: April 2025
Overall Rating
4.1 /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
Checkin, boarding, dealing with customer queries and any ticketing problems through the help of our reservations team. Additionally assisting in the lounge guest services and welcome desks.
To what extent do you enjoy your programme?
4/5
I believe its a very beneficial programme and opens the doors to great opportunities not to mention the great and unique interactions with all day to day customers that come through our terminal. Though I do feel like our communication between teams can be improved and to be kept in the loop with our organisation such as certain admin access and disruption group chats.
Skills Development
Have you learnt any new skills or developed existing skills?
4/5
I have learned how to use aviation systems relevant to my job role, developed my knowledge in aviation policy and my companies policies, I have additionally developed my skills in what to look out for in security and GDPR.
Structure and Support
How well organised/structured is your programme?
3/5
I believe there is always room for improvement when it comes to organising our study days, system access and uniform. Though we'll structured for our points of escalation I believe we could benefit greatly from a bit extra communication and clearance.
How much support do you receive from your employer?
3/5
I believe that our managers could be a bit more present with how our reviews go along with if there is any needed information. Sometimes it can take days to get a hold of my manager for something as basic as system access.
How much support do you receive from your training provider when working towards your qualifications?
5/5
I am very satisfied about our training provider as I am able to chase up any issues with them and get a response as soon as it is needed. Everything is given to me clearly and I am able to keep up with my work without any challenges.
How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
4/5
I learn a lot of specialist knowledge through my learning provider and it helps me advance and better understand our airline and airport policies in the terminal.
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
I have been made aware of airline sporting teams such as football teams within our team and other networking events such as the menopause cafe.
Recommendations & Advice
Would you recommend British Airways to a friend?
Yes
Why?
I believe its a good starting point for someone who might be unsure where to progress in their career path
What tips or advice would you give to others applying to British Airways?
Be yourself and it truly is so as scary as it seems at first
