Business Manager
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Business Manager (12 months fixed term)
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: Business Manager, Newcastle
This role is pivotal to the success of the Global Engagement Centres and ensuring we deliver world class customer service through a multitude of channels, ensuring our people are engaged, valued and motivated to drive customer loyalty and retention.
What you'll do:
You will lead a team of up to 7 Team Leaders and their teams of specialists and advisors across a 7-day shift pattern, responsible for driving customer service through your teams of people, providing reward and recognition to your teams, whilst managing any performance concerns.
You will be accountable for achieving or exceeding metrics on a range of tangible metrics from productivity and attendance through to customer and colleague satisfaction.
You'll be responsible for delivering an engaged and motivated workforce through your Team Leaders that demonstrates resilience to change and tangible customer benefits, using data and insights to drive your decision making, whilst using your own initiatives to find solutions when required.
You will be seen as an approachable and influential role model to others and be able to work and engage with stakeholders with ease.
What you'll bring to British Airways:
You'll have a strong background of people leadership through a fast paced and operational mindset that has a proven track record of planning and organising your time to maximise your time effectively, whilst being able to demonstrate working under pressure and sometimes to tight timescales.
You'll be able to deliver business decisions openly, taking accountability and ownership so that change is understood and accepted as normal.
You will have strong communication skills that is designed to collaborate, influence, and negotiate with others to achieve the best results for your people and the business.
You'll be able to demonstrate resilience and flexibility to meet the needs of your customer, your team and the operation whilst leading from the front.
Your experience:
You will have at least a 24month background of leading a team of people ensuring that motivation and coaching, along with performance management sits at the core of your role.
You'll have a background of working within a Contact Centre environment and delivering customer service through remote channels, delivering a high performing team through customer satisfaction.
What we offer:
We believe that all the people who work with us should feel valued for the part they play. It's one of the reasons our rewards go far beyond a competitive salary.
From the day you join us, you'll get access to brilliant staff travel benefits including unlimited basic and premium standby tickets on British Airways flights. You'll also receive up to 30 discounted 'Hotline' airfares per year for yourself, friends, and family.
At British Airways you'll have the chance to take on new challenges and move forward in a way that feels right for you. We encourage all those who work for us to consider opportunities right across our business to help you develop and progress.
We never stand still, and we don't expect our people to either.
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.