Premium Customer Executive

A career without limits

As the nation’s flag carrier, we take great pride in connecting Britain with the world and the world with Britain.

It’s something we’ve been doing for over 100 years, ever since we launched the world’s first international scheduled air service between London and Paris.

This originality has been in our blood since day one. It’s the spirit we share with the people that fly with us, our partners, and our colleagues.

So, whether you are a reassuring voice on the end of a phone, a smile at the door, under a wing keeping the turbines spinning or landing us gently in far-flung places, a job at British Airways is yours to make.

We know great things can happen when you’re inspired to think big and bring your ambition to work every day, which is why, at British Airways the sky is never the limit.

The Role: Premium Customer Executive

Join British Airways as a Premium Customer Executive, where you will build and nurture strong relationships with our High Value Premium Customers. This role places you at the forefront of delivering exceptional, tailored customer service, ensuring our valued customers are recognised for their loyalty and supported throughout their journey.

What You’ll Do:

• Design and deliver a bespoke service tailored to High Value Premium Customers by collaborating with key teams, including Proactive Customer Care, Loyalty, and the Concorde Team.

• Develop a proactive plan to meet customer needs based on commercial metrics and insights.

• Drive a "Listen and do the right thing" culture across all customer touchpoints to ensure seamless service experiences.

• Deliver a framework to gather, share, and action customer feedback, ensuring continuous improvement and collaboration across departments.

• Support commercial initiatives aimed at engaging and retaining High Value Premium Customers.

• Act as a first point of contact, managing customer interactions with professionalism and care.

What You’ll Bring to British Airways:

• Passion for delivering exceptional customer service and building strong customer relationships.

• Strong communication, influencing, and problem-solving skills to effectively navigate customer needs.

• Flexibility, resilience, and an ability to adapt to change while maintaining a customer-first approach.

• A collaborative mindset to work cross-functionally with teams to achieve shared goals.

Your Experience:

• Previous experience in customer service or operational roles, with a proven ability to manage customer expectations.

• A strong understanding of customer journey dynamics in a complex organisation.

• Demonstrated ability to navigate senior-level interactions with professionalism and poise.

Are you ready to make a real impact and elevate the experience for our Premium Customers? Apply now to join British Airways and help us build a better BA for our most valued customers. Let’s go further together.

Inclusion & Diversity

At British Airways we all have a part to play in creating an inclusive place to work. Diverse representation among our people is really important to us and we recognise that all our colleagues are uniquely different and bring their own originality, creativity and identity to work.

Inclusion and diversity is a key driver of innovation and we’re committed to creating a culture where everyone feels that they can be themselves. We’re looking for people from all backgrounds and cultures to join us and be a part of our journey to become a Better BA as we continue to connect Britain with the world and the world with Britain.

If you wish to find out more about the role please contact Finola O'Sullivan [email protected]