A day in the life of a Customer Support Advisor
A typical day as a Customer Support Advisor is fast paced, varied, and of course passenger focused. The core of our role is responding to feedback and questions we receive from passenger before, during or after travel. Some cases require in depth investigation, and we work closely with the teams across the business involved in the passenger’s journey. No two days are the same in our role, feedback and questions can be varied so we never know what the next case will bring. We see the weird and the wonderful! Ever been asked for a light from our runway? We have and we made it happen!!
We cover the following contact channels, so it’s important in this role to be adaptable:
- Feedback platform – responding to ticket customers/ passengers have submitted
- Phonelines
- Live chat
- X (Twitter)
- Email feedback
- Noise inbox – investigating and responding to complaints about aircraft noise
More than customer support
Each advisor has their own area of expertise that they look after such as car parking, special assistance and security to name a few. Each month we collect the data and feedback we have received through our channels. We hold monthly meetings with each team and report back on the feedback we have received along with any trends we see. This helps each team identify areas where they are doing well and areas for improvement.
Collaboration
Working with different teams and areas of this business (internally and externally) is vital in our role. It’s important for us to understand how each area of the business operates and contributes to the passenger’s journey. Having an insight into this helps us with investigations and due to the relationships we have built with the teams we often reach out to them for support and their expertise in their area which contributes to our investigation and outcome for the passenger.
Why we enjoy our role
With many reasons to enjoy our role, here is what the members of our team think:
‘What I enjoy most about working in the customer support team is that every day is different. The variety of contact we receive keeps the role interesting, and just when you think you’ve heard it all, something new comes in that surprises us all.’
‘I like that everyday is different and no task is ever the same, as all queries and complaints vary. I like communicating with a wide range of passengers, solving problems, and helping to resolve complaints in a calm and professional manner. I find it rewarding to support passengers, ease their concerns, and contribute to making their journey as smooth and stress-free as possible.’
‘There is always something new to learn, whether it’s understanding a different perspective or finding the best solution to a unique issue. Our customers’ queries are constantly evolving, which keeps the role engaging and encourages continuous development and adaptability.’
‘I like carrying out investigations to find out what’s really going on behind the scenes. What starts as a first thought often turns out to be something completely different, which keeps the role interesting and engaging. I also enjoy using customer feedback to spot trends and turn insights into meaningful changes, and it’s rewarding to know I’ve contributed to improvements in the customer experience.’