multi-skill customer service advisor Review
at British Airways
Level 2 Apprenticeship
Customer Service
Newcastle upon Tyne
Review Submitted: May 2026
Overall Rating
4.8 /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!
4.5/5
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Overview of Role
5/5
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Skills Development
4.8/5
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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:
5/5
The multi-skill department entails dealing with multiple different types of queries including changing flight-only bookings, flight-only and package holiday sales, disruption support, and the BA club queries. The role is very varied and fast paced so no two days are the same. You are constantly learning something new on the job which has grown my out of box thinking and problem solving skills.
To what extent do you enjoy your programme?
4/5
At the start of the apprenticeship I enjoyed the program a lot. There were lots of workshops and time to complete the allocated tasks and activities. The job role is incredibly varied and every day was different interacting with customers which was rewarding. However, towards the end of the apprenticeship we had a lot more tasks and had to complete our showcase for our end point assessment yet the off job time was very limited and I felt we weren't given enough time.
Skills Development
Have you learnt any new skills or developed existing skills?
5/5
Through my job role I have learnt a lot of new skills with all the new systems I have been trained to use in order to support all our customers. Through the apprenticeship I have learned lots regarding different types of customers, personal development [SWOT, PDP], how to handled feedback, conflict. I also developed my existing knowledge in workplace legislation and regulations.
Structure and Support
How well organised/structured is your programme?
4/5
The apprenticeship was well structured and each task helped lead into the next task which developed my learning and helped everything to flow smoothly. I would have liked more time at the end of my apprenticeship to complete my EPA.
How much support do you receive from your employer?
5/5
All of my employers were very supportive, caring, and patient during the apprenticeship and offered guidance for all my queries whether they were regarding my job role or the apprenticeship work. They also helped to put us in contact with the previous apprenticeship group so we could ask questions and get first hand experience.
How much support do you receive from your training provider when working towards your qualifications?
5/5
My training provider did regular check ups and progress reviews and helped me to develop an action plan for the following tasks. I also took part in workshops which helped to consolidate my knowledge.
How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
5/5
The apprenticeship helped to consolidate the general knowledge we needed for our job role and covered important legislation like HASAW, GDPR, the equality act. It was also helpful in terms of understanding how to handle different situations like conflict.
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 lots of different clubs to get involved with. We frequently have charity fundraisers. We have bi-yearly work parties for recognition which are very fun to get involved with.
Recommendations & Advice
Would you recommend British Airways to a friend?
Yes
Why?
There are many different departments that you can move into which offers a variety of experiences. All the staff are extremely friendly and helpful. There are lots of opportunities for learning and development through training courses.
What tips or advice would you give to others applying to British Airways?
Have confidence and make conversation. It will help you on all your calls with customers and build lasting relationships while also making friends with colleagues.
Don't be afraid to ask questions - this will help you learn new things which is so helpful when dealing with customer queries.
Don't be afraid to ask questions - this will help you learn new things which is so helpful when dealing with customer queries.
