Start date: 16th June 2025
Salary: £24,540
Who we are
We’re the people behind the global loyalty currency, Avios, and home to three ambitious, growing businesses; Loyalty, Holidays and Retail. Each business has its own goals, strategy and team, but collectively we share a purpose to create the world’s most rewarding experiences for our customers through loyalty programmes, new products and holidays.
We’re on a truly exciting journey of growth and transformation – we’re going places! This is where you come in.
The opportunity
Our Contact Centre plays a huge part in our mission to create the world's most rewarding experiences. We help over 40m customers turn Avios into unforgettable travel experiences.
We're experts at booking that next big trip via telephone, Webchat and WhatsApp, aiming for first touch contact resolution, every time.
The Loyalty Services domain manages all offline customer contacts (calls, emails, web chat, WhatsApp and social media) for the global Avios customer base. The key deliverables within Customer Contact are to create loyalty and advocacy with Avios customers, by supporting their journey through their channel of choice.
You will answer all contact types, taking new customer bookings and managing all customer queries from the British Airways Club Members and our other airline partners while promoting a wide range of travel products and collection opportunities.
We're a friendly, welcoming team, that are just as passionate about taking your career places, too.
What you’ll get up to
* Making new bookings for our amazing customers
* Assisting customers with amendments, cancellations, servicing bookings and membership account queries
* Guiding customers to maximise their Avios benefits by offering tailored products and experiences
* Creating outstanding customer experiences that keep our members excited to collect and redeem with the IAG Loyalty brand
* Utilising our in-house and bespoke systems to price and book products
* Providing flexible payment options, allowing customers to pay for their experiences using points or cash
What we need from you
* If you thrive on helping people, we want to hear from you! Having Contact Centre experience is essential.
* You know what exceptional customer service looks like - asking the right questions, and tailoring solutions to create those ‘wow’ moments
* While a passion for travel is a plus, it’s not essential – we can help you explore the world!
* Comfortable with numbers- you’ll guide customers to make the most of their Avios currency, and influence decisions with your effective and inspiring ideas
* Being tech-savvy is a given, especially as you’ll be working from home and navigating our bespoke and occasionally complex systems
* You have a permanent home address within an 80-mile radius of WA2 0XP
We might not be right for you if:
* You don’t enjoy working on multiple systems and customer contacts – our customer queries can be complex, and you’ll need to problem solve, going above and beyond for every contact.
* Working remotely is not your thing – this role will be permanently based at home (apart from elements of training).
* If handling complex queries and challenging customers easily throws you off, this might not be the role for you. We’re looking for someone who stays calm, proactive and solutions-focused in any situation.
If you think you have what it takes but don't meet every single point above, please do still apply. We'd love to chat and see if you could be a great fit.
Work life balance
We're firm believers that the best version of you is when you find that perfect work-life balance. Take control and shape your shifts to suit your priorities, your family, and your lifestyle. You'll hear lots more about our hours during the initial stage but to give you a flavour, we have 2 different shift patterns! We're open from 07:30-01:00 every day, but don't worry you get to choose what your shift pattern looks like.
Pre-employment checks
Please note that successful candidates are subject to pre-employment checks, including full 2-year employment references, DBS, and financial probity. If you require any reasonable adjustments during the recruitment process, please reach out to our Talent team at recruitment@avios.com so we can ensure a seamless experience at IAG Loyalty.
Equity, Diversity and Inclusion at IAG Loyalty
Our vision, 'to create the world's most rewarding experiences,' applies not only to our customers but for our colleagues too. It's about taking belonging seriously, actively fostering a culture where everyone feels welcomed and valued by embracing diverse identities, personal histories, and perspectives.
This commitment makes IAG Loyalty a rewarding place to work and enhances our ability to solve complex problems, drive innovation, and better serve our customers and communities.
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