IAG Loyalty
Customer Service Advisor (Home-based)
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Start Date: 5th October 2026
Salary: £25,551 + annual bonus of up to 27%
Who We Are 🌍
We're IAG Loyalty - one organisation with two ambitious, growing divisions across Loyalty and Holidays. Each has its own goals, strategy and team, but together we're 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 and Iberia Vacaciones, brings together trusted brands, connecting customers to thousands of destinations worldwide through seamless, end-to-end travel experiences.
We're on an exciting journey of growth and transformation – we're going places.
The opportunity ✨
Our Contact Centre plays a huge part in our mission to create the world's most rewarding travel experiences.
As a Customer Service Advisor (internally known as a Customer Loyalty Advisor), you'll be 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.
What You'll Be Doing 🚀
- Supporting customers with membership enquiries, bookings, amendments, cancellations and 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.
- Identifying opportunities to recommend products and services that enhance the customer experience.
- Using multiple systems to accurately manage bookings while aiming for first contact resolution.
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What We Need From You ⚡
We're looking for people who genuinely enjoy helping others and thrive in a fast-paced customer environment.
You'll Ideally Have
- Experience working in a contact centre or another fast-paced customer-facing environment, where you've handled 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 to identify opportunities 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.
You don't need to be a travel expert, but if you have a passion for travel and love helping people create memorable experiences, you'll feel right at home here.
Why you'll love 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 where you'll never stop learning
- 🌍 Work for one of the world's 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.
- You don't enjoy handling complex customer queries.
- Working from home isn't the right environment for you.
- You'd rather 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 customers, you'll fit right in.
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Work life balance ⚖️
We know that everyone has different priorities, so we offer flexibility to help you find the right balance.
Our Contact Centre operates between 07:30 and 01:15, seven days a week, and you'll be able to choose from two different shift patterns to suit your lifestyle.
We'll talk you through the available options during the recruitment process so you can find the one that's right for you.
The Blend 📍
This role sits within our Loyalty Division and is primarily home-based.
You'll attend our Warrington office for parts of your onboarding and initial training before working predominantly from home as part of a supportive virtual team.
We'll share 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 application, an initial screening 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.
- We're committed 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, please get in touch with our Talent team at recruitment@iagloyalty.com and we'll be 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.
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