Start date: 29th June 2026
Salary: £25,551.03
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 – we’re going places.
The opportunity ✨
Our Contact Centre plays a huge part in our mission to create the world's most rewarding experiences. We support over 40 million customers in turning Avios into unforgettable travel experiences.
As a Customer Loyalty Advisor, you’ll support customers across a range of channels including telephone, webchat and WhatsApp, aiming for first contact resolution wherever possible.
You don’t need experience across every channel - if you’ve worked in a Contact Centre handling calls, we’ll support you in building your skills across digital channels as part of your training.
You’ll be part of our Loyalty Services domain, managing customer interactions for our global Avios member base.
What you’ll be doing 🚀
Supporting customers with amendments, cancellations, servicing bookings and membership account queries
Handling customer interactions across voice and other service channels, delivering a consistent, high-quality experience
Creating new travel bookings including flights, hotels, car hire and experiences
Helping customers maximise their Avios benefits through tailored products and experiences
Identifying opportunities to enhance bookings and increase customer value
Delivering outstanding customer experiences that drive engagement and loyalty
Using in-house and bespoke systems to price and book products accurately
Offering flexible payment options, including points, cash or a combination of both
Previous contact centre experience, handling a high volume of customer interactions
Strong customer service skills, with the ability to ask the right questions and tailor solutions to customer needs
Confidence working with numbers and influencing customer decisions around Avios usage
Comfortable using multiple systems and navigating complex tools
A proactive, calm and solutions-focused mindset, even when handling complex queries or challenging situations
A permanent home address within an 80-mile radius of WA2 0XP
A passion for travel is a bonus, but not essential
We might not be right for you if:
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.
Work life balance
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 to suit your priorities, your family, and your lifestyle. You'll hear lots more about our hours during the initial stage but to give you a flavour, we have 2 different shift patterns! They range between 07:30-22:00 every day, but don't worry you get to choose what your shift pattern looks like so if early mornings or late nights aren't your thing, we got you covered!
The Blend 📍
This role sits within our Loyalty Division and is primarily home-based. While you’ll be working remotely for most of the time, but you will be required to attend our Warrington office for parts of the interview, onboarding and initial training.
We’ll share more details on what this looks like throughout the recruitment process, but you can expect a balance that supports your learning, sets you up for success, and keeps you connected to your team and the wider business.
📌 Things to know
We may close this role early depending on application volumes or business requirements. The process includes attending an assessment centre at our Warrington office as part of the second stage. Successful candidates are subject to pre-employment checks, including full 2-year employment references, DBS, and financial probity. If you require any reasonable adjustments during the recruitment process, please reach out to our Talent team at recruitment@iagloyalty.com so we can ensure a seamless experience at IAG Loyalty.
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.