IAG Loyalty
Duty Officer
Get notified of more jobs like this · No spam, ever
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
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, 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 ✨
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. You’ll 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, you’ll 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 it’s natural disasters, civil unrest, or extreme weather, you’ll step in quickly to rebook, reschedule, and update customers with clarity and care.
- Balancing the urgent with the routine — some days you’ll be a calm, authoritative voice in a crisis; other days you’ll focus on the steady flow of customer requests and adjustments that keep everything running smoothly.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
When people remember their holiday, they’ll remember you — whether it was the quiet efficiency of sorting a new hotel, or the steady reassurance when things felt at their worst.
What you'll be doing 🚀
This is a role for someone who’s 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 you’ll love it
This job at times isn’t easy. You’ll be the person people depend on when they feel most vulnerable. Some days will be emotionally and mentally tough. You’ll join a team whose support for each other is unrivalled
But the satisfaction? Unmatched. You’ll go home knowing you’ve made someone’s worst day so much better. You’ll be the reason families can relax again, the reason plans get back on track, the reason people feel safe.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
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.
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.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Location