Customer Relations Business Lead - Americas

Job title: Customer Relations Business Lead - Americas in New York at British Airways

Company: British Airways

Job description: British Airways is one of the world's leading global premium airlines serving almost 40 million customers a year, travelling to over 180 destinations in more than 70 different countries worldwide.Currently, British Airways has an exciting opportunity open for a Customer Relations Business Lead This position will be based in New York (this is a remote role with regular travel to New York).You will lead the North American team in their response to Customer Relations complaints from North American regulatory bodies. You will also be accountable for supporting the local legal team in defending claims brought against the airline.Accountabilities:

• Accountable for the team's performance management and delivery of targets and key service metrics


• Facilitate a culture of open and honest communication ensuring key messages are cascaded.


• Point of contact for all queries from the US DoT, CTA, and consumer agencies related to customer complaints and claims.


• Act as local legal advisor, working with internal and external council, providing all data and if required, support in court.


• Local representative for British Airways Media relations


• Maintain all local legal and regulatory documentation as required.


• Manage relationship with local baggage support related to repair and replacement.


• Manage all local people management and payroll responsibilities.


• Deliver cost effective resolution of complex high value customer relations matter


• Accountable for local reports relevant to customer complaints and claims as required.


• Point of first contact for US/Canadian regulators on accessibility/discrimination complaints


• Default senior Complaint Resolution Officer for US DoT discrimination matters


• Leads the North American disability coordination on behalf of Customer Relations.

• Experience in managing, leading, coaching and motivating staff within a customer driven environment.


• Strong commercial decision maker.


• Ability to reprioritise work and meet deadlines.


• Know how to prioritise when faced with multiple issues and can flex my team on the day


• A born problem solver


• Operational experience, people management and excellent coaching skills


• Understanding of broader airline legal framework, specifically relating to customer complaints and claims.


• IT competence within salesforce, Office 365 and airline environment.

Expected salary:

Location: New York

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