British Airways has invested £17m in the refurbishment of its Newcastle contact centre, Bamburgh Court on William Armstrong Drive, which employs around 700 people. The makeover, which took a year to complete, is said to reflect the airline's long-standing commitment to the North East.
Centre's Role and Facilities
The contact centre plays a vital role in supporting BA customers globally, housing teams for UK sales, BA Holidays, customer relations, accessibility services, social media operations, and digital delivery. The refurbished space includes a state-of-the-art immersive learning facility designed to deliver training rooted in real operational and customer needs.
Investment in Skills and Careers
Tim Monk, director of customer care at British Airways, said: 'This site, and its people, play a critical role in supporting our customers across the globe. Our £17 million investment ensures we are providing a modern, collaborative environment for our colleagues. Just as importantly, we are proud of the opportunities we are creating for talent here – from apprenticeships and early careers programmes to ongoing development for our people – helping to build skills, support social mobility and create long-term careers in the region.'
Since 2022, BA has recruited three cohorts of apprentices in Newcastle, with most of the 20 progressing into permanent roles. Currently, 19 people are undertaking internal apprenticeships in leadership, operational management, and emerging areas such as data and AI.
