At a Glance
- Tasks: Support customers with travel enquiries and create memorable experiences.
- Company: Join IAG Loyalty, a leader in travel rewards and experiences.
- Benefits: Home-based role, competitive salary, annual bonus, and flexible shifts.
- Other info: Dynamic team culture with ongoing training and career development opportunities.
- Why this job: Make a real difference in customers' travel journeys while working from home.
- Qualifications: Experience in customer service and strong communication skills required.
The predicted salary is between 25551 - 25551 £ per year.
Start Date: 5th October 2026
Salary: £25,551.03 + 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.
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.
What we need from you
- 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.
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.
Customer Service Advisor (Home-based) employer: IAG Loyalty
IAG Loyalty is an exceptional employer, offering a dynamic work environment in Crawley where innovation and collaboration thrive. With a strong commitment to employee growth, we provide ample opportunities for professional development and leadership training, ensuring that our team members can shape their careers while contributing to a diverse holiday portfolio. Our inclusive culture fosters creativity and teamwork, making IAG Loyalty a rewarding place to work for those seeking meaningful impact in the travel industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor (Home-based)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at IAG Loyalty. 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 IAG Loyalty 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 Customer Service Advisor (Home-based)
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 IAG Loyalty:Your cover letter is your chance to shine! Tell us why you want to work at IAG Loyalty 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 IAG Loyalty!
How to prepare for a job interview at IAG Loyalty
✨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.
