Following five weeks of intensive training, the first British Airways Customer Service apprentices have joined the Heathrow Customer Service (HCS) teamThe 39 apprentices are part of a two-year apprenticeship scheme which will immerse them  in a tailor-made programme that combines the skills and experience required to provide an outstanding experience to British Airways customers, both on the ground and in the air.

The ground-breaking programme sees the apprentices spend their first year at British Airways with HCS, before moving on to work as Mixed Fleet cabin crew for their second year with the airline.

There was stiff competition for a place on the programme, with the successful candidates being selected from 640 applicants.

Commenting on the initiative, Abi Comber, Head of Customer said, ” We created the scheme because we know that programmes such as ICSP have shown that cross-functional working can reap great benefits for the individual and for our customers. Colleagues who have worked in more than one front-line role develop a better understanding of the whole customer journey and the challenges and opportunities that other areas face in delivering outstanding service.”

In addition to on-the-job training and support, the apprentices are receiving tuition from customer service experts over the course of the programme, helping them work towards an NVQ Level 3 qualification.