Customer Service Duty Manager

Reference 11334

Closing date 21/11/2025

Brand British Airways

Career area Customer Service

Contract type Permanent Full Time

Location Mumbai Airport

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.

CUSTOMER SERVICE DUTY MANAGER - MUMBAI

The role demands a strategic approach to operational management, encompassing critical functions including check-in processes, operational coordination, safety protocols, security management, and effective disruption handling. You will be a champion of safety.

What you'll do:

You will be expected to swiftly identify operational shortfalls and implement immediate corrective actions to maintain the highest standards of service and punctuality.

Your primary focus will be leading, motivating and inspiring the frontline Customer Services team. This involves developing motivational strategies to achieve performance targets, supporting team members in reaching their full potential, and creating an inspirational work environment that drives excellence. You will lead both British Airways staff and Ground Handling Agent teams, fostering a culture of high performance and continuous improvement.

You will be required to advise, manage, and motivate teams, transforming operational challenges into opportunities for exceptional customer service.

The ideal candidate will demonstrate exceptional leadership skills, operational expertise, and a commitment to delivering the highest standards of airline service. Your ability to navigate complex operational environments while maintaining a customer-centric approach will be crucial to success in this role.

Education

Degree-level or equivalent education

Comprehensive knowledge of aircraft turn around processes

Performance data analysis skills

Exceptional written and verbal English communication

Professional communication with customers and authorities

Specialist knowledge

Operational Systems Knowledge

Target achievement

UK/EU-OPS compliance

Supplier management

Ensuring safe and secure operations

What you'll bring to British Airways:

Inspiring, people-centric leadership

Airport operational experience

In-depth understanding of BA products/ and airport processes

Airline system proficiency

Superior communication skill

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