Duty Officer

Who we are

Were IAG Loyalty - one organisation with two ambitious growing divisions across Loyalty and Holidays. Each has its own goals strategy and team but together were united 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 travel retail and financial services.

Our Holidays division including British Airways Holidays brings together trusted brands connecting customers to thousands of destinations worldwide through seamless end-to-end travel experiences.

Were on an exciting journey of growth and transformation were going places.

The opportunity

Your work will be a mix of the big and the everyday:

• Reassuring customers in difficult moments on the phone supporting travellers facing illness hospitalisation or major disruptions. Youll work directly with customers partners and insurers to resolve urgent issues.

• Taking care of the essentials from changing flights and reissuing tickets to amending hotel stays car hire and transfers youll handle the practical details that get holidays back on track. This is not about upgrading or upselling to customers but being their support for anything they need when they are on their holiday and in resort.

• Monitoring global events whether its natural disasters civil unrest or extreme weather youll step in quickly to rebook reschedule and update customers with clarity and care.

• Balancing the urgent with the routine some days youll be a calm authoritative voice in a crisis; other days youll focus on the steady flow of customer requests and adjustments that keep everything running smoothly.

When people remember their holiday theyll remember you whether it was the quiet efficiency of sorting a new hotel or the steady reassurance when things felt at their worst.

What youll be doing

This is a role for someone whos calm under pressure decisive and genuinely cares about people.

• Proven ability to work under pressure and multi-task in demanding situations. You will deal with tough situations and directly impact customers in the moment.

• Proven experience in a customer operational role

• Proven experience of delivering excellent service

• You need to have the ability to own the situation and have confidence in a crisis. Our customers need to feel safe and secure with you in their corner.

• Authenticity genuine care and an ability to solve problems in the moment that immediately help our customers

• Ability to work shifts that cover earlies lates and nights

• The role will require satisfactory Criminal Record Checks (CRC) and financial probity checks to start with us.

Why youll love it

• This job at times isnt easy. Youll be the person people depend on when they feel most vulnerable. Some days will be emotionally and mentally tough. Youll join a team whose support for each other is unrivalled

• But the satisfaction Unmatched. Youll go home knowing youve made someones worst day so much better. Youll be the reason families can relax again the reason plans get back on track the reason people feel safe.

• If you want a role with real purpose where your calm care and quick thinking change lives in the moment this is the adventure for you

Shifts are 4 days on 4 days off 11 hour shifts covering weekends and bank holidays with a mixture of earlies lates and nights. This includes a fixed annual shift allowance

Based in our Holiday division. Our offices are based in central Crawley and we offer hybrid working (within the UK only). Generally this role works from our offices twice a week with additional days as needed depending on meetings etc. Office days are co-ordinated so that colleagues in the same team are in the office together to collaborate in person. We usually support new colleagues in the office full time for the training period and you adopt our hybrid working model once you are fully ready.