At a Glance
- Tasks: Support travellers in crisis, manage urgent issues, and ensure smooth holiday experiences.
- Company: Join IAG Loyalty, a leader in travel and customer experience.
- Benefits: Hybrid working, supportive team culture, and a chance to make a real difference.
- Other info: Flexible shifts with a focus on teamwork and collaboration.
- Why this job: Be the calm voice that helps people during their toughest travel moments.
- Qualifications: Experience in customer service and ability to handle pressure.
The predicted salary is between 24840 - 30360 £ per year.
We’re IAG Loyalty - one organisation with two ambitious, growing divisions across Loyalty and Holidays. 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, connects customers to thousands of destinations worldwide through seamless, end-to-end travel experiences.
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.
- Taking care of the essentials — from changing flights and reissuing tickets to amending hotel stays, car hire, and transfers.
- Monitoring global events — whether it’s natural disasters, civil unrest, or extreme weather.
- 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.
This is a role for someone who’s calm under pressure, decisive, and genuinely cares about people. You will deal with tough situations and directly impact customers in the moment. Proven experience in a customer operational role and delivering excellent service is essential. You need to have the ability to own the situation and have confidence in a crisis. Authenticity, genuine care, and an ability to solve problems in the moment are crucial.
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.
Our vision is to create a more rewarding world of travel and experiences. 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.
Duty Officer in Crawley employer: British Airways Holidays Ltd
At IAG Loyalty, we pride ourselves on being an exceptional employer, offering a supportive work culture where every team member is valued and empowered to make a real difference in customers' lives. Our central Crawley location provides a collaborative environment with hybrid working options, allowing for flexibility while fostering strong team connections. With a commitment to diversity and inclusion, we ensure that all employees have opportunities for growth and development, making this a truly rewarding place to work.
Contact Details:
British Airways Holidays Ltd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Duty Officer in Crawley
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at British Airways Holidays Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like British Airways Holidays Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Duty Officer in Crawley
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to British Airways Holidays Ltd:Your cover letter is your chance to shine! Tell us why you want to work at British Airways Holidays Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at British Airways Holidays Ltd!
How to prepare for a job interview at British Airways Holidays Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
