About the role
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, 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 ✨
Your work will be a mix of the big and the everyday:
Reassuring customers in difficult moments — on the phone supporting travellers facing illness, hospitalisation, or major disruptions. You’ll work directly with customers, partners, and insurers to resolve urgent issues.
Taking care of the essentials — from changing flights and reissuing tickets to amending hotel stays, car hire, and transfers, you’ll handle the practical details that get holidays back on track. This is not about upgrading or upselling to customers’, but being their support for anything they need when they are on their holiday and in resort.
Monitoring global events — whether it’s natural disasters, civil unrest, or extreme weather, you’ll step in quickly to rebook, reschedule, and update customers with clarity and care.
Balancing the urgent with the routine — some days you’ll be a calm, authoritative voice in a crisis; other days you’ll focus on the steady flow of customer requests and adjustments that keep everything running smoothly.
When people remember their holiday, they’ll remember you — whether it was the quiet efficiency of sorting a new hotel, or the steady reassurance when things felt at their worst.
What you'll be doing 🚀
This is a role for someone who’s calm under pressure, decisive, and genuinely cares about people.
Proven ability to work under pressure and multi-task in demanding situations. You will deal with tough situations and directly imp…
