Customer Loyalty Advisor
Customer Loyalty Advisor
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Salary Not Disclosed
1 Vacancy
Job Description
Start date:16thJune 2025
Salary: 24540
Who we are
Were 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 tocreate the worlds most rewarding experiencesfor our customers through loyalty programmes new products and holidays.Get the full IAG Loyalty lowdown here.
Were on a truly exciting journey of growth and transformation were going places! It means we have a fantastic story to tell our people and the rest of the world. This is where you come in.
The opportunity
Our Contact Centre play a huge part in our mission to create the worlds most rewarding experiences.
We help over 40m customers turn Avios into unforgettable travel experiences.
Were 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. We are proud to deliver value loyalty and engagement to all customers employees and the business.
You will answer all contact types taking new customer bookings and managing all customer queries from the British Airways Club Membersandour other airline partners and promoting a wide range of travel products and collection opportunities. The aim is to offer first contact resolution and continue to add value and exceptional customer service.
Were a friendly welcoming team that are just as passionate about taking your career places too.
And guess what Were hiring!
What youll 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 inhouse 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 its not essential we can help you explore the world!
Comfortable with numbers youll guide customers to make the most of their Avios currencyand influence decisions with your effective and inspiring ideas
Being techsavvy is a given especially as youll be working from home and navigating our bespoke and occasionally complex systems
You have a permanent home address within an 80mile radius of WA2 0XP
We might not be right for you if:
You dont enjoy working on multiple systems and customer contacts our customer queries can be complex and youll 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). We have a great squad that will ensure you feel a sense of belonging even from afar!
If handling complex queries and challenging customers easily throws you off this might not be the role for you. Were looking for someone who stays calm proactive and solutions focused in any situation.
If you think you have what it takes but dont meet every single point above please do still apply. Wed love to chat and see if you could be a great fit.
Work life balance
Were firm believers that the best version of you is when you find that perfect worklife balance. Take control and shape your shifts to suit your priorities your family and your lifestyle. Youll hear lots more about our hours during the initial stage but to give you a flavour we have 2 different shift patterns! Were open from 07:3001:00 every day but dont worry you get to choose what your shift pattern looks like so if early mornings or late nights arent your thing we got you covered!
Preemployment checks
Please note that successful candidates are subject to preemployment checks including full 2year employment references DBS and financial probity. If you require any reasonable adjustments during the recruitment process please reach out to our Talent team atso we can ensure a seamless experience at IAG Loyalty.
Equity Diversity and Inclusion at IAG Loyalty
Our vision to create the worlds most rewarding experiences applies not only to our customers but for our colleagues too. Its 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.
Please let us know if we can make any reasonable adjustments to support your interview process with us.
Required Experience:
Unclear Seniority
Employment Type
Advisor
