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:

This is a 12 month FTC as a Helpdesk Team Leader To ensure the Operations functions effectively and efficiently. You will be responsible for the day-to-day management of the NDC Helpdesk service to resolve customer problems.

What you’ll do:

• Being responsible for on the day NDC Helpdesk performance against agreed metrics and SLAs, measuring these through analysis of data.
• Managing a knowledge base and suite of process documentation, be responsible for the update and maintenance of effective processes.
• Be the primary point of contact for Helpdesk updates, issues and challenges. Always aware of the current performance and able to present updates to stakeholders of differing levels or seniority and proactively communicate issues.
• Supporting the Senior Operations Development Manager to deliver strategic changes and continuous improvements to the helpdesk platform and processes.
• Develop and maintain positive relationships with internal stakeholders in order to manage sophisticated Level 2 problems and remain up to date and advised on the current state of new developments and bug fixes.
• Proactively leading and managing the performance of a team of technical specialists through work prioritisation, escalation and clear designation of tasks to team members.
• The is an expectation that you may be part of an on-call roster to support 24/7/365 service.
• There is an expectation that you will undertake adhoc work on an outstanding basis or provide relevant cover for other teams and departments.

What youll bring to British Airways:

• Resilient in ambitious situations.
• Excellent attention to detail
• Self-starter and able to work independently.
• Excellent communication skills – with the ability to explain sophisticated technical details to a wide and varied audience.
• Strong business acumen, critical thinking, analytical skills with ability to handle ambiguity.
• Relationship building enabling collaborative working.
• Strong leadership skills and ability to take ownership and make decisions in a fast-paced environment.
• People Management
• Strong team working and collaboration

Your experience:

• 2+ years’ experience of working on process effectiveness, continuous improvement, operations or audit.
• Experience leading a team of specialists and their development.
• Experience working in a decision-making role, taking active steps to drive performance improvement

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.