Contact Centre Team Leader Review
at British Airways
Higher Level Apprenticeship
Transport Planning
Newcastle upon Tyne
Review Submitted: May 2026
Overall Rating
4.9 /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
4.8/5
-
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
Managing a team of specialist advisors that deal with customer relations
To what extent do you enjoy your programme?
5/5
This is my second apprenticeship. Having completed Level 3 Team Leader course I have now started a Level 5 Operational Manager apprenticeshipt
Skills Development
Have you learnt any new skills or developed existing skills?
5/5
The apprenticeship programme is instrumental in my development and career progression.
Structure and Support
How well organised/structured is your programme?
5/5
My current Level 5 course is very well structured. There are three key themes covering with related topics and learning checkpoints. The topics follow on from each other with tasks relevant to learning undertaken.
How much support do you receive from your employer?
5/5
As a company, British Airways are fully invested in this programme, ensuring I allocate the time needed to successfully complete apprenticeship work and, through one to one meetings, have regular catch ups on my progress, offering additional support where needed.
How much support do you receive from your training provider when working towards your qualifications?
5/5
Hawk Training is the provider. They have the right balance of guidance and advice alongside keeping me on track and help mitigate any minor setbacks that occur within the timeframe.
How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
5/5
The qualification has helped improve my skills. This in turn, has aided career progression through development opportunities to put those new skills to work.
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
There are a lot of social activities in the work place that I can get involved with.
Recommendations & Advice
Would you recommend British Airways to a friend?
Yes
Why?
In my opinion, British Airways is a brand that has a certain pedigree and epitomises air travel. As an employer, the are committed to creating a diverse and inclusive working environment through regular staff feedback. There is a very open culture within the company which has embedded my pride in being part of such an iconic brand.
What tips or advice would you give to others applying to British Airways?
Be prepared to learn! There is a lot to learn about but you will have the time and support to build your knowledge over time.
