Multichannel Agent

**Multichannel Agent**
- **Contract -** Full Time
**- Roster basis**:
**Location -** Hybrid (Home based with occasional need to travel into Avios Customer Contact Centre, Birchwood, Warrington)

**Who are we?**

**We're loyalty pioneers, creating the world's most rewarding experiences.**

Since the launch of Avios in 2011, we have evolved from a leader in travel rewards to a leader in loyalty.

We design customer loyalty programmes, build loyalty management tools, provide loyalty tech solutions and produce invaluable data and customer insights to maximise and leverage the ever-increasing potential of loyalty.

We've created millions of memories for members around the world, harnessing their loyalty and love for travel with hotel and flight rewards and unforgettable experiences.

Today, IAG Loyalty is continuing that growth on a global stage:

- **3000 Avios** are collected **every second** (more than 100 billion annually) by
- **35 million members** across **200 countries globally** from
- **200+ partnerships **with the biggest names in travel, retail, hospitality, finance and more.

**At a Glance**

**What you will be doing**
- Use our translation tool to converse with our customers in multiple languages
- Answer inbound calls from members who want to book, amend and cancel their travel plans
- Support customers with queries relating to their accounts and our partners
- Have a passion for delivering top quality customer service and take accountability for resolving customer's issues
- Meet and exceed individual and team KPI's
- Communicate with customers when disruption may affect their travel plans
- Competently liaise with customers/suppliers when dealing with queries in resort.
- Re-hoteling customers where necessary with full awareness of financial implications striving for the best outcome

**What we are looking for**
- Achieving operational targets in current role
- Proven ability of delivering excellent customer service and passionate about adding value to the customer experience
- Strong written communication skills with an outstanding attention to detail
- A natural ability to build rapport with customers, both over the phone and via webchat
- Ability to handle objections with confidence and resilience
- Excellent computer literacy with the ability to learn complex systems
- A strong team player who enjoys a challenge, and able to work under own initiative
- Can demonstrate adaptability, and reliability and able to work to the roster requirements
- Desire to work over and above when emergency situations arise
- Previous experience of working within a webchat team (desirable but not essential)
- Spanish speaking (desirable but not essential)

**What we can offer you**:

- Discounts on BA flights and holidays from day one for you, your friends and family
- Annual Bonus (dependant on Company & Individual Performance)
- Unlimited standby and premium standby fares for you and your nominees on the full BA network and numerous other partner airlines
- One non-contractual Annual Bookable Travel Concession for employee, partner and dependants after 12 months service.
- Exciting global travel industry discounts including flights with hotels, rail, cruises & tour operators also available through travel providers
- Company Pension
- Private Health Care
- 25 days annual leave, plus 2 days charity leave and a day off on your birthday
- Travel Insurance
- Life Assurance
- Cycle to work scheme
- New Joiner Avios/Birthday Avios/Thank you Avios