Customer Loyalty Advisor

Start date:

16th March 2026

Salary: £24,540

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.

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, Whats App and telephone, aiming for first touch contact resolution, every time.

The Loyalty Services domain manages all offline customer contacts (calls, emails, web chat, Whats App 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!

• Assisting customers with amendments, cancellations, servicing bookings and membership account queries

• Supporting customers across a variety of digital and voice channels, including webchat, Whats App 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

• If you thrive on helping people, we want to hear from you! Having Contact Centre experience for Webchat, Whats App 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

• 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.

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…