Customer Service Advisor (Home-based)
Job Location:
Warrington - UK
Monthly Salary:
Posted on:
Vacancies:
Job Summary
Start Date: 5th October 2026
Salary:25551 annual bonus of up to 27%
Who we are
WereIAG Loyalty - one organisation with two ambitious growing divisions across Loyalty and Holidays. Each has its own goalsstrategyand team but togetherwereunited by a shared vision to create a more rewarding world of travel and experiences.
Our Loyalty division is home to Avios the global loyalty currency enabling millions of members to collect and spend rewards across travelretailand financial services.
Our Holidays division including British Airways Holidays and IberiaVacaciones brings together trusted brands connecting customers to thousands of destinations worldwide through seamless end-to-end travel experiences.
Wereon an exciting journey of growth and transformation weregoing places.
The opportunity
Our Contact Centre plays a huge part in our mission to create the worlds most rewarding travel experiences.
As a Customer Service Advisor (internally known as a Customer Loyalty Advisor)youllbe the first point of contact for millions of Avios members delivering exceptional service and helping create memorable customer experiences.
Every conversation is different. You could be helping someone plan a long-awaited family holiday a surprise city break a once-in-a-lifetime honeymoon or their first Business Class upgrade using Avios. The next you might be finding the best solution when travel plans change or resolving a more complex enquiry.
Whatyoullbe doing
Supporting customers with membership enquiries bookings amendmentscancellationsand servicing requests helping them get the most from their Avios and travel plans.
Delivering exceptional customer service across the telephone with opportunities to develop your skills across digital channels as our Contact Centre evolves.
Identifyingopportunities to recommend products and services that enhance the customer experience.
Using multiple systems to accurately manage bookings while aiming for first contact resolution.
What we need from you
Werelooking for people who genuinely enjoy helping others and thrive in a fast-paced customer environment.
Youllideally have:
Experience working in a contact centreor another fast-paced customer-facing environment whereyouvehandled multiple customer enquiries and solved problems.
Excellent communication skills and the ability to build rapport quickly.
Confidence using multiple systems while supporting customers and managing your workload.
A calm resilient and solutions-focused approach even when handling challenging conversations.
Strong attention to detail and the ability to make informed decisions.
The confidence toidentifyopportunities that add value for customers.
A willingness to learn adapt and continuously develop.
A permanent home address within an 80-mile radius of WA2 0XP.
Youdontneed to be a travel expert but if you have a passion for travel and love helping people create memorable experiencesyoullfeel right at home here.
Whyyoulllove working here
Permanent home-based role
Annual bonus of up to 27%
Help customers unlock incredible travel experiences through Avios
Comprehensive training and ongoing coaching
Be part of a modern Contact Centre evolving across telephone and digital channels
Career development opportunities across IAG Loyalty
Supportive team culture whereyoullnever stop learning
Work for one of the worlds leading travel loyalty businesses
We might not be right for you if...
You prefer routine work where every day looks the same.
Working across multiple systems feels overwhelming.
Youdontenjoy handling complex customer queries.
Working from homeisntthe right environment for you.
Youdrather avoid challenging conversations or continuous learning.
This is a rewarding role but it can also be challenging. If you enjoy learning staying calm under pressure and making a real difference to customersyoullfit right in.
Work life balance
We know that everyone has different priorities so we offer flexibility to help you find the right balance.
Our Contact Centreoperatesbetween07:30 and 01:15 seven days a week andyoullbe able to choose from two different shift patterns to suit your lifestyle.
Welltalk you through the available options during the recruitment process so you can find the onethatsright for you.
The Blend
This role sits within our Loyalty Division and is primarily home-based.
Youllattend our Warrington office for parts of your onboarding and initial training before workingpredominantly fromhome as part of a supportive virtual team.
Wellshare more detail throughout the recruitment process ensuring you know exactly what to expect before you join us.
Things to know
We may close this vacancy early depending on application volumes or business requirements.
Our recruitment process includes an online applicationan initialscreening call an assessment centre at our Warrington office (featuring role-based exercises and an interview) followed by an offer and pre-employment checks for successful candidates.
Werecommitted to creating an inclusive recruitment experience and want everyone to feel comfortable bringing their best selves to the process. If you need any reasonable adjustments at any stage pleaseget in touch withour Talent team atandwellbe happy to work with you to provide the support you need.
Diversity and Inclusion
Our vision is to create a more rewarding world of travel and experiences. Delivering that requires diverse thinking and inclusive leadership.
We are committed to building a workplace where people feel they belong and are valued for their perspective. Inclusion drives better decisions stronger performance and more innovative outcomes.
We actively encourage applications from people with different experiences and backgrounds and are committed to ensuring our recruitment process is fair inclusive and accessible.
Required Experience:
Unclear Seniority
About Company
You might know us from Avios. The currency that can be collected with everyday spending. Discover how Avios and all our other loyalty solutions and services can work for you.
