Homebased Customer Loyalty Advisor United Kingdom
Job description
Join IAG Loyalty where we're proud to be a different type of Contact Centre!
IAG Loyalty continues to grow and we're delighted to announce that we're going to be building a brand new team of experts. We're looking for someone who loves to add some sparkle and create unforgettable travel experiences for our customers through the iconic Avios loyalty scheme.
Join our club and reward the world
We reward our colleagues who are part of our club, not just with great careers, development and a place where you can belong, but also with travel benefits and experiences to spark your passion (it's what we do best!).
- September 18th Start date
- Full-time Home working
- Salary of £21,840 plus annual company bonus
- British Airways flight concessions
- Worldwide travel industry discounts
- Optimal private health insurance for you and your family
- SO many more listed below!
Why join our club?
We believe the best version of you is finding that perfect work and home life balance. We want you to choose that balance that suits you, your family and your lifestyle. Go ahead and Influence your shifts to adapt what is most important to you by creating your own roster.
(Operating hours are Monday to Sunday 7.30am – 01:00 and full-time shift is 37.5 hours).
If you'd prefer more structure we offer also offer 2 different 4 on and 4 off shift patterns (Shifts are 11 and 12 hours a day including 2x 30 minute lunch - they range between the times of 7:30am-10pm or 12pm-1:15am, with the later shift attracting a shift premium).
We also offer part-time shift patterns of 24 & 30 hours a week with 50% weekend availability (initial training period would be full-time).
The role - Customer Loyalty Advisor
We're looking for someone who is able to provide the best possible experience for our customers and by doing this with heart and passion! Our experts will support customers via telephone, webchat and WhatsApp with the aim to offer first contact resolution. Add some of magic to help customers book their travel needs ensuring there is a smooth customer experience.
Our customers are existing members (usually British Airways Executive Club Members) and you'll be playing a huge part in their story, helping them to make memories that last a lifetime.
What you'll be doing
- Booking and promoting a wide range of travel products for our members
- Helping our customers to help amend, cancel and service bookings
- Supporting our customers to make the most of their Avios through questioning and listening, then being able to offer products and experiences that match the customers' needs
- Engaging our members by delivering an outstanding customer experience who will want to continue to collect and redeem with the IAG Loyalty brand
- Using the inhouse and bespoke systems to price and further book products/plans/experiences for the customer
- Offering various packages, allowing the customer to pay for their experience in a way that suits them best whether that be through points or cash.
The person
Every customer and their story are different, and therefore we look for people to join our team who are passionate about people and the world, who can communicate with people from all walks of life and can offer best in class customer experience.
You will be able to articulate what it means to offer great customer service; you will be able to ask the right questions and listen to what the customer wants/needs to offer bespoke solutions to truly create those ‘wow' moments. We would love you have a passion for travel, but it is not essential that you have travelled the world (we can help you with that).
You will be good with numbers and able to guide the customer to make the most of their Avios currency and so can influence customer decisions through effective and bespoke offerings.
Working from home and working with bespoke and at times complex systems means you will be comfortable with systems and be digitally savvy.
What do you get in return?
- A flexible approach to your shifts (The system will ask for shift preference a month in advance and the system will allocate you shifts; some weekend and evening work is necessary)
- Annual company bonus (Dependant on individual and company performance)
- Career progression opportunities
- Minimum of 25 days' annual leave
- British Airways flight concessions for you + 3 others (British Airways)
- Unlimited standby flight tickets from Day 1 with British Airways and with Other Carriers at 6 months service
- Familiarisation trips to worldwide destinations with your colleagues
- Global travel industry discounts including flights, hotels, cinema tickets, and attractions
- Free worldwide travel insurance
- IAG Loyalty rewards when you join and every year on your birthday
- High value colleague recognition scheme
- Private health care
- Two days paid volunteering leave per year
- Company contributed pension.
A Home Worker is required to have a suitable working environment, details of which are below and will be discussed during the selection process:
- Do you live within 50 miles of the Contact Centre in Warrington (WA3 7WE)
- A work area that is quiet and free from disruption or distraction
- A dedicated live landline connection socket in the Home
- There must be a reliable broadband connection in the home to enable remote access
to IT systems. The minimum connection standard required is 3Mb with a latency time
of less than 100 milliseconds. However, you are responsible for ensuring your
broadband connection is reliable and has no impact to the functionality of systems.
All successful candidates are subject to pre-employment checks including full 2-year employment references, DBS and financial probity. You will be given the opportunity to disclose any concerns early in the process.
Inclusion and diversity are integral to the success of IAG Loyalty. We continuously encourage an organisational culture where colleagues with varying perspectives, life experiences and backgrounds can work together to achieve their and the organisation's potential.
Please advise the Talent team should you require any reasonable adjustments to take part in the recruitment process, so that we can remove any barriers during the process at [email protected].
Want to know what life is like at IAGL? See what we've been up to; https://www.linkedin.com/company/iag-loyalty
