Customer Service Advisor Apprentice BRITISH AIRWAYS PLC

There’s nothing routine about our Customer Service Advisor Apprenticeship, from the variety of customer queries to the need to work different shifts. You’ll be dealing with our customers every day, getting a buzz from answering their questions, sorting out their issues and hopefully, making their day.

This apprenticeship requires you to apply through the employer's website.

Apply now

Closing date: 29 Nov 2023

Apprenticeship summary

  • Annual wage


  • Working week

    Willing to work shifts covering 8am to 8:15pm, 7 days a week and across 365 days a year. A fixed roster for the period of your apprenticeship.

    Total hours per week: 37.5

  • Expected duration

    2 Years

  • Possible start date

    01 Sep 2024

  • Date posted

    02 Oct 2023

  • Apprenticeship level

    Level 2 (GCSE)

  • Reference number


  • Positions

    10 available

What you will do in your working day

Do you get a buzz from making a positive difference to somebody’s day? You could be the first point of contact to help a customer create their dream holiday, talk knowledgeably to about the BA customer experience to help complex plans happen or create a solution to a problem to make someone’s day a whole lot easier. There is nothing routine about a Customer Contact Apprenticeship and every day will be different, working to deliver a personalised service to our customers making a difference with every customer contact. Your smile is infectious, and your caring personality can offer the personal touch every British Airways customer expects.

We’ll make sure you’re ready to deliver the very best service to our customers by giving you full training on everything that goes into our unique British Airways hospitality. It’s not about following a script – it’s about using your personal judgement and product knowledge to get the best outcome for all, even when you’re dealing with incredibly sensitive situations.

With your natural adaptability and flair for customer service, not to mention the support and training from your colleagues, you’ll also find it deeply satisfying and an excellent opportunity to build your skills. It’s a demanding, high pressure, but ultimately rewarding role that gives you the kind of experience and knowledge that’ll be valuable in any part of our business.


  • You’ll be dealing with our customers every day
  • Sorting out their issues
  • Demonstrate patience and calmness
  • Show you understand the customer’s point of view

The training you will be getting

In addition to the in-depth, on-the-job training, over the two-year programme, you’ll be working your way to achieve a Level 2 in customer service. Functional Skills in English and maths if required.

What to expect at the end of your apprenticeship

There are opportunities for career progression across the global engagement centres from customer service support, team leader roles or progression to other areas of the organisation.

Requirements and prospects

Desired skills and personal qualities

Communication skills, IT skills, Attention to detail, Organisation skills, Customer care skills, Problem solving skills, Administrative skills, Team working, Initiative, Non judgemental, Patience


GCSE or equivalent English and Maths (Grade 9 - 4 (A* - C)) Desired

About the employer

At British Airways, we take huge pride in our past – but we’re looking to the future as an airline that loves embracing the best of modern Britain. Our country’s creativity, diversity, style, wit and warmth are the same special qualities that make us who we are. Now, we’re looking to build on this spirit and passion to make tomorrow even better. If you’re made the same way as us, discover how great it feels to connect Britain with the world, and the world with Britain like no one else




Bamburgh Court

William Armstrong Drive, Newcastle Business Park

Newcastle Upon Tyne


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Training provider


Adjustments for experience

You could reduce your training time, or finish your apprenticeship faster, if you have relevant prior learning or experience. This could be relevant:

  • training
  • qualifications, like an NVQ in a relevant field
  • industry or sector experience

Apprenticeship standard

Customer service practitioner

Level 2 (GCSE)

Demonstrating experience

If your application is successful, you will have a chance to discuss your relevant prior learning or experience with your training provider and employer. You will all need to agree any adjustments to your training plan.

You should be prepared to show your competence, and evidence of relevant qualifications

Employer's Application Instructions

This apprenticeship requires you to apply through the employer's website.

Apply now

Closing date: 29 Nov 2023