Sunday, September 15, 2013

Mandarin language speaking cabin crew - British Airways

Job Purpose

This is a fantastic opportunity for Mandarin Language Speakers to join our Mixed Fleet where you have the chance to excel and be recognised for your individual contribution as Cabin Crew. If you aspire to be the very best, you are customer focused and work well as part of a team, then this could be the opportunity you’ve been looking for.
You will be customer services driven and you’ll build on your previous customer service experience and be encouraged to accept responsibility for the delivery of excellent customer service on-board provided in both English and Mandarin. You’ll have the opportunity to develop new skills, take control of your career path and be recognised and rewarded for the outstanding performance you demonstrate.

As a Mandarin Language Speaker, your flying will be to all the Mixed Fleet destinations one of which will be Singapore. You will have trips of up to 9 nights away from your home base at London Heathrow.

This unique opportunity will provide you with the chance to immerse yourself in Chinese culture, enhancing the outstanding customer service on board for our Chinese, Mandarin speaking customers. 

Another benefit will be the opportunity to regularly travel to Singapore (and Sydney). For some of you, this would provide a chance to further improve your knowledge of Mandarin Language in its natural environment. For others, it would provide a chance to reconnect regularly with friends or family in Singapore (and Sydney).

More details on all of the Mixed Fleet roles can be found on   
Total Reward Package Cabin Crew: approximately £20,000 pa which includes basic salary, elapsed hourly pay and performance related incentive reward.

Principal Accountabilities
  • To ensure operational safety, security and health and safety responsibilities are performed to the highest standard and are compliant with EU-Ops, British Airways requirements and all other relevant legislation
  • Maintain compliance at all times with SEP/Recency
  • To deliver world-class customer service style and standards reporting to the Senior Cabin Crew Member on the day
  • To act as a British Airways Ambassador to crew, colleagues and customers
  • To ensure compliance with all corporate policies, (including uniform and punctuality), local processes, procedures and relevant legislation, including Dignity at Work
  • To work independently, proactively offering support to colleagues
  • To build effective working relationships with crew colleagues and service partners to work as one team
  • To deliver the crew objectives set by the business and a personal development plan, developing self-awareness through 360 feedback
  • To proactively provide further levels of customer service to our Mandarin speaking customers
  • Provide public announcements in Mandarin as required

The Individual

Essential Capabilities
  • Always focused on safety
  • Passionate about customers and service
  • Confident in dealing with premium customers
  • Strong team player, able to communicate clearly and build relationships with colleagues, customers and service providers
  • Effective and confident in prompt decision-making
  • Able to remain calm and diffuse challenging situations and resilient under pressure
  • Demonstrates pride and knowledge of the British Airways Brand and understanding of the business objectives and issues
  • Champions dignity at work and diversity
Mandarin Language Requirements
  • The ability to speak and understand Mandarin including the ability to understand complex sentence structures
  • Confident and accurate usage of a wide variety of Mandarin vocabulary appropriate for food and beverage service, first aid, tourism or other uncommon aviation technical terms
  • Confident in making public announcements in Mandarin as required, both pre-prepared and ad-hoc
  • Ability to write in Mandarin Chinese is not essential
Essential Qualifications
  • To be aged 18 or over at the time of application
  • To be the required height, with weight in proportion, and meet the minimum reach requirement
  • To be medically fit to meet regulatory and role requirements
  • To have English and Maths to GCSE level or equivalent
  • To have proven customer service experience
  • To have a passport with unrestricted indefinite right to live and work in the United Kingdom
  • To be prepared to undergo a Criminal Record Check for all countries of residence for six months or more in the previous five years
  • To wear the British Airways uniform to the required standard with no visible tattoos or body piercings, and to be prepared to remove any headwear in the event of an emergency Experience
  • Customer service experience Expertise
  • Knowledge of safety procedures, service style and standards needed to ensure delivery of world-class customer service
  • Ability to confidently use Mandarin language suitable to a customer service environment.
Application Process

To apply, you will need to successfully complete a series of multiple choice questions which may take approximately 30 minutes. These questions form part of the selection process and your responses will be assessed. The subsequent stage will consist of the following questions:
  • Please describe why you are applying for this role and what attracts you to both British Airways and Mixed Fleet? (Maximum 250 words) 
  • Please give an example of when you have recently delivered excellent customer service. Please be explicit about the situation, your role within it and how you knew the customer was satisfied (Maximum 250 words)
  • Please can you tell us how you heard about this vacancy?
We are planning to assess candidates at our Heathrow recruitment centre, located in Waterside, British Airways’ Corporate Headquarters. Please be aware we have limited assessment slots, so we recommend you submit your application at the earliest opportunity. 

For further information please visit our website at 

To apply, please click here
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