Customer Loyalty Advisor

AIRMILES Travel Promotions, Ltd.; Remote; GBP 24,000 - 29,000; Full time

Job summary

A leading travel promotions company is looking for a Contact Centre Representative to support customers in managing bookings and queries through various communication channels. The role requires exceptional customer service skills and the ability to work with technology effectively. The opportunity offers flexible shifts and a remote work environment, making it ideal for individuals who value a good work-life balance. Candidates should feel comfortable navigating complex systems and providing tailored solutions to enhance customer experiences.

Benefits

Flexible working hours

Work-life balance support

Inclusive workplace culture

Qualifications

• Experience with Webchat, WhatsApp, and telephone communication.
• Ability to tailor solutions for customers.
• Comfortable working from home and navigating complex systems.

Responsibilities

• Assist customers with bookings, cancellations, and membership queries.
• Support customers via various digital and voice channels.
• Maximize Avios benefits for customers.

Skills

Contact Centre experience

Exceptional customer service

Tech-savviness

Problem-solving ability

Job description

Start date: 16th March 2026

Salary: £24,540

Who we are 🩵

We’re the people behind global loyalty currency, Avios, and home to two ambitious, growing businesses across Loyalty and Holidays. Each business has its own goals, strategy and team, but collectively we share a purpose to create the world’s most rewarding experiences for our customers through loyalty programmes, new products and holidays.

We’re on a truly exciting journey of growth and transformation – we’re going places! This is where you come in.

The opportunity ✨

Our Contact Centre play a huge part in our mission to create the world's most rewarding experiences.

We help over 40m customers turn Avios into unforgettable travel experiences.

We're experts at helping our customers via Webchat, WhatsApp and telephone, aiming for first touch contact resolution, every time.

The Loyalty Services domain manages all offline customer contacts (calls, emails, web chat, WhatsApp and social media) for the global Avios customer base. The key deliverables within Customer Contact are to create loyalty and advocacy with Avios customers, by supporting their journey through their channel of choice. We are proud to deliver value, loyalty and engagement to all customers, employees, and the business.

You will answer all contact types, take new customer bookings and managing all customer queries from the British Airways Club Members and our other airline partners and promoting a wide range of travel products and collection opportunities. The aim is to offer first contact resolution and continue to add value and exceptional customer service.

We're a friendly, welcoming team, that are just as passionate about taking your career places, too.

And guess what? We're hiring!

What you’ll get up to

• Assisting customers with amendments, cancellations, servicing bookings and membership account queries
• Supporting customers across a variety of digital and voice channels, including webchat, WhatsApp and telephone, ensuring a consistent and high-quality experience.
• Making new travel bookings for our amazing customers, from flights to hotels, cars and experiences.
• Guiding customers to maximise their Avios benefits by offering tailored products and experiences
• Creating outstanding customer experiences that keep our members excited to collect and redeem with the IAG Loyalty brand
• Utilising our in-house and bespoke systems to price and book products
• Providing flexible payment options, allowing customers to pay for their experiences using points or cash

What we need from you

• If you thrive on helping people, we want to hear from you! Having Contact Centre experience for Webchat, WhatsApp and telephone is essential.
• You know what exceptional customer service looks like - asking the right questions, and tailoring solutions to create those ‘wow’ moments
• While a passion for travel is a plus, it’s not essential – we can help you explore the world!
• Comfortable with numbers - you’ll guide customers to make the most of their Avios currency, and influence decisions with your effective and inspiring ideas
• Being tech-savvy is a given, especially as you’ll be working from home and navigating our bespoke and occasionally complex systems
• You have a permanent home address within an 80mile radius of WA2 0XP

We might not be right for you if:

• You don’t enjoy working on multiple systems and customer contacts – our customer queries can be complex, and you’ll need to problem solve, going above and beyond for every contact.
• Working remotely is not your thing – this role will be permanently based at home (apart from elements of training). We have a great squad that will ensure you feel a sense of belonging, even from afar!
• If handling complex queries and challenging customers easily throws you off, this might not be the role for you. We’re looking for someone who stays calm, proactive and solutions-focused in any situation.

If you think you have what it takes but don't meet every single point above, please do still apply. We'd love to chat and see if you could be a great fit.

Work life balance

We're firm believers that the best version of you is when you find that perfect work-life balance. Take control and shape your shifts to suit your priorities, your family, and your lifestyle. You'll hear lots more about our hours during the initial stage but to give you a flavour, we have 2 different shift patterns! They range between 07:30-22:00 every day, but don't worry you get to choose what your shift pattern looks like so if early mornings or late nights aren't your thing, we got you covered!

Pre-employment checks

Please note that successful candidates are subject to pre-employment checks, including full 2-year employment references, DBS, and financial probity. If you require any reasonable adjustments during the recruitment process, please reach out to our Talent team at [e-mail] so we can ensure a seamless experience at IAG Loyalty.

Equity, Diversity and Inclusion at IAG Loyalty

Our vision, 'to create the world's most rewarding experiences,' applies not only to our customers but for our colleagues too. It's about taking belonging seriously, actively fostering a culture where everyone feels welcomed and valued by embracing diverse identities, personal histories, and perspectives.

This commitment makes IAG Loyalty a rewarding place to work and enhances our ability to solve complex problems, drive innovation, and better serve our customers and communities.

Please let us know if we can make any reasonable adjustments to support your interview process with us.