Customer Relations Executive in Crawley

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.

The opportunity

While we always want our customers to make amazing memories on their holidays, sometimes things don’t quite go as expected. We in Customer Relations can really make a difference in resolving post travel complaints and regaining customer confidence, loyalty and trust by showing we are here to listen and help. We are recruiting for a Customer Relations Executive on a permanent basis. This is a Monday to Friday role, working office hours with no bank holiday working. Working in our friendly and enthusiastic team you will investigate and respond to post travel complaints and issues raised by our customers. You will own each customer complaint received either via email, letter or phone from initial system logging, investigating with our suppliers and internal teams and responding to our customer to successfully conclude the file within our agreed SLAs in writing or by phone. We celebrate successes in our team and really recognise the impact the service we offer post travel makes to our customers.

What You’ll Be Doing

• Responding to assigned customers post-travel correspondence. This comes in via email, webforms from ba.com, post or by phone.
• Ensuring complaints are resolved to the customer’s satisfaction and refunds issued.
• Deciding if and what compensation can be offered and provide considered and well composed written response to customers where appropriate.
• Liaising and negotiating with suppliers to investigate customer feedback and providing ideas and solutions that could be put in place to stop recurring complaints and issues.
• Working within a team to support telephone calls to customers and suppliers.
• Assisting other departments on Customer Relations issues and compensation queries.

What we need from you

• Proven experience within a customer complaint handling role.
• A real passion for service and winning our customer round even in most challenging circumstances.
• Excellent written skills are an absolute must.
• Ability to write professional, clear, and empathetic responses to customers.
• The ability to negotiate positive outcomes with our customers and suppliers, whilst building and maintaining relationships.
• A resilience and a passion to deliver excellent customer service to recover their confidence.
• Strong planning, organisation and time management skills.
• Previous UK tour operator experience and UK travel package regulations expertise would also be beneficial.
• The role will require satisfactory Criminal Record Checks (CRC) and financial probity checks.

What We Can Offer You

• 26 days holiday a year, increasing by one day for every two complete years’ service, to a maximum of 30 days — plus bank holidays.
• Unlimited standby and premium standby fares for you and your nominees (on the BA network and partner airlines) from day one.
• Holiday and flight discounts for you, friends, and family from day one.
• Flexible working hours.
• Annual bonus based on company and individual performance.
• Pension contributions (6% company/3% employee).
• Private medical and dental cover with BUPA. Paid options to cover partner and children.
• Enhanced Primary and Co-Parent Leave.
• Enjoy up to 20 days working in Europe a calendar year under our hybrid working policy.
• Cycle to work scheme.
• Electric/ULEV car scheme.
• Ability to purchase Avios from salary at a discounted rate.
• Wellbeing and recognition programmes to support and celebrate you.

What Makes Us Special

You do! Our people bring the energy, the warmth, and the ideas that make the business extraordinary. As we grow, you’ll have the chance to grow too — with real opportunities to develop your skills and your career.

Hybrid working

This role will work as part of our Holidays division. Our offices are located in central Crawley and we operate a hybrid working model (UK-based only). Typically, this role involves working from the office two days per week, with additional in-office days as required for meetings or collaboration. Office attendance is coordinated to ensure team members are on-site together, enabling effective in-person collaboration. During the initial training period, new colleagues are usually supported on a full-time, office-based schedule. Once fully trained and confident in the role, you will transition to our hybrid working approach.

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.

Closing date for applications is: 6th April. Please note: We may close this vacancy early if we receive a high volume of applications or if business priorities change.