Candidate Experience Delivery Manager

The role: Candidate Experience Manager

As the Candidate Experience Manager at British Airways, you will play a pivotal role in ensuring a seamless and exceptional journey for candidates throughout the recruitment process.

Based in our Waterside Recruitment Centre, your primary responsibility will be to oversee the operational delivery of candidate engagement, providing world-class service across all touch points. You will lead a team to troubleshoot on-the-day issues, drive process clarity and consistency, and lead an effective recruitment centre including the on the day operation.

This role requires a proactive approach to problem-solving, strong leadership, and continuous improvement to enhance the candidate experience.

What you'll do:

• Ensure the smooth execution of candidate engagement activities and resolve any on-the-day issues promptly to maintain a positive candidate experience.


• Drive clarity and consistency in the recruitment assessment processes, benefiting both candidates and stakeholders, while ensuring compliance with company and legal requirements, such as GDPR.


• Devise and supervise the roster for effective recruitment centre operation collaborating with the grounded crew hub team as needed and ensuring timely preparation of all resources required for candidate assessment centres.


• Lead and participate in improvement projects across the recruitment team to deliver measurable service and efficiency enhancements, aligning with stakeholder needs and exceeding candidate expectations.


• Support the Assessment Manager with stakeholder management and specific candidate improvement projects, acting as the "voice of the candidate" to advocate for their needs.


• Provide leadership to the assessment delivery team ensuring high performance standards, meeting SLAs, and fostering a collaborative and supportive work environment.
  
  Experience of effective service delivery in a complex environment, with proven leadership of teams in a busy operational setting.


• Strong problem-solving skills and the ability to manage multiple complex issues under pressure, while driving change and delivering operational excellence.


• Excellent communication, influencing, and negotiation skills, with the ability to work collaboratively and lead teams effectively.


• Attention to detail, numeric skills, and comfort working with ambiguity, coupled with a proactive approach to continuous improvement.


• Knowledge of HR and recruitment processes, and familiarity with data protection and information security principles are desirable.


Your experience:

• Leadership of teams in a busy operational environment (essential)


• Experience in HR and recruitment processes (desirable)


• Knowledge of data protection and information security (desirable)


• Working knowledge of assessment centre facilitation and delivery (desirable)


If you are passionate about delivering exceptional candidate experiences and driving operational excellence, we invite you to join our team and be part of our journey towards excellence.

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., 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.