IAG Loyalty
Customer Service Advisor (Home-based)
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Customer Service Advisor (Home-based)
Customer Service Advisor (Customer Loyalty Advisor)
**Location:**Home-based (with training at Warrington, WA2 0XP) Start Date: 5th October 2026 Salary: £25,551.03 + annual bonus of up to 27%
🌍 Who we are
We're IAG Loyalty—a unified organisation with two ambitious, growing divisions: Loyalty and Holidays.
- Loyalty powers Avios, the world’s leading global loyalty currency, enabling millions to collect and spend rewards across travel, retail, and financial services.
- Holidays (including British Airways Holidays and Iberia Vacaciones) delivers seamless travel experiences to thousands of destinations.
We’re on an exciting growth journey, united by one vision: "creating a more rewarding world of travel and experiences."
✨ The Opportunity
As a Customer Service Advisor (Customer Loyalty Advisor), you’ll be the first point of contact for millions of Avios members, crafting exceptional customer experiences.
What your workday looks like 🚀
- Help customers plan family holidays, surprise breaks, honeymoons, or Business Class upgrades using Avios.
- Manage bookings, amendments, cancellations, and reward queries while achieving first contact resolution.
- Recommend products/services tailored to individual needs.
- Use multiple systems to manage bookings efficiently.
🚀 Responsibilities
- Deliver exceptional service via telephone, with growing opportunities across digital channels.
- Handle complex customer enquiries with a solutions-focused approach.
- Operate between 07:30 and 01:15, seven days a week, in flexible shift patterns.
- Work predominantly home-based, supported by a virtual team.
⚡ Requirements
We’re looking for people who genuinely enjoy helping others and thrive in fast-paced environments.
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Ideal qualities:
✔ Experience in a contact centre or customer-facing role (handling multiple enquiries). ✔ Strong communication skills and rapport-building abilities. ✔ Comfort with multi-system management and prioritisation under pressure. ✔ Calm, resilient and proactive—handling everything from routine questions to escalations. ✔ Strong attention to detail and decision-making skills. ✔ Willingness to learn and adapt continuously.
Additional criteria:
- Must have a permanent UK address within an 80-mile radius of WA2 0XP.
- Travel knowledge is a plus, but enthusiasm for helping customers unlock rewarding experiences is essential.
Knowledge of travel isn’t required—just the drive to create memorable customer moments.
❤️ Why work here?
💰 Competenitive rewards
- Permanent home-based role with minimal commuting.
- Annual bonus (up to 27%) and comprehensive training/coaching.
📉 Ongoing growth
- Career development opportunities across IAG Loyalty.
- Modern Contact Centre evolving across phone and digital channels.
- Supportive team culture with continuous learning.
✈️ Meaningful impact
- Help customers unlock incredible travel rewards through Avios.
- Work for one of the world’s leading travel loyalty businesses.
- Our vision “more rewarding world of travel” drives everything we do.
⚖️ Work-Life Balance
We respect different lifestyles. You’ll choose from two flexible shift patterns (consisting of early/late/night/weekends slots) within the 07:30–01:15 operational window. Support will be available pre-hire to find the best fit.
📍 Hybrid Model
- Base location: Home-based primarily.
- Onboarding/Training: Held at Warrington office (WA2 0XP) as a campus virtual environment.
- Additional in-person meetups may be scheduled post-hire within a virtual-first approach.
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📌 Key Notes
-
Progressive closing dates apply depending on application/recruitment demands.
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Recruitment process:
- Online application.
- Screening call (10–15 mins).
- Assessment centre (Warrington office: role-based exercises + interview).
- Offer & pre-employment checks.
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Inclusion matters: Our commitment to a fair, accessible, and inclusive recruitment process is unwavering. If you need reasonable adjustments, contact recruitment@iagloyalty.com.
Diversity & Inclusion
We champion diverse thinking to deliver our vision. Our cultural values reflect valuing perspectives, collaboration, and growth across all roles—from team members in the Contact Centre to London HQ.
Core Values 💎
They define how we work together, support each other, and align ideas toward the same purpose: "creating more rewarding travel experiences."
🔹 More Than Words
We’re not just a business—it’s a cultural family united by a love of travel and helping one another. Every role at IAG Loyalty powers two ambitions:
- Loyalty: Bridge spend experiences with Avios rewards.
- Holidays: Seamlessly connect people with unforgettable travel.
Tagline: "We’re creating a more rewarding world of travel— and yes, it’s going to be exciting.”
🚀 Next Steps
Ready to create memorable customer experiences? Apply and join our team!
For any queries regarding reasonable adjustments, email: recruitment@iagloyalty.com.
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