Home Based Customer Service Agent

2 weeks ago

Birchwood, United Kingdom IAG Loyalty Full time

Come and join IAG Loyalty the iconic brand behind the Avios Currency. As we continue to grow, we are so excited to announce that we are hiring across our Customer Service team; creating amazing travel experiences for our customers through the world-renowned loyalty scheme.

We are proud to be a different type of Contact Centre
The details:

- Working from home full time
- £21,000 plus annual bonus (dependant on company and personal performance)
- Amazing worldwide travel industry discounts including 1 x annual flight commission for you + 1 other (more benefits below).

**Why join our club?**
We believe that everyone should work in a way that suits them best, **so you go ahead and choose the work life balance that suits you**. Our home working model allows you to work from home full time, with access to a roster system that you can* influence to adapt around what is important to you.* (_Operating hours are Monday to Sunday 7.30am - 10pm and full-time shift is 37.5 hours)_
We also offer 4 on and 4 off shift patterns (_Shifts are 11 and 12 hours a day including 2x 30 minute lunch)_
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).
**Join our club and reward the world.**

**Customer Service Agent**
We believe in providing the best possible experience for our customers and doing this with heart Our Agents support customers via telephone regarding various travel enquiries. The aim is to offer first contact resolution, adding value and leaving a great impression.

**What you'll be doing**
- Answer inbound calls from British Airways Executive Club members who want to book, amend and cancel their travel plans.
- Strive for first contact resolution.
- Deliver exceptional customer service and promote opportunities.
- Promote travel opportunities through personal travel experiences.
- Identify opportunities to add value to existing bookings.
- Work with various travel and in-house systems.
- Collaborate with experts across the team on complex enquires.

**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 and go above and beyond for our customers who have existing bookings. You will be a natural problem solver and use your questioning and listening skills to be able to offer bespoke solutions to meet the customer's needs. 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)_
- Monthly commission (dependant on monthly KPIs and personal performance)
- Career progression opportunities
- Minimum of 25 days' annual leave
- 1 x annual flight concessions for you + 1 other (British Airways)
- Unlimited standby flight tickets with British Airways after 6 months
- 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 - 5 weeks training split into office and home learning.
- A work area that is quiet and free from disruption or distraction
- A broadband connection that is 3mb with a latency time of less than 100 milliseconds
- A dedicated live landline connection socket in the Home.

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.

**Job Types**: Full-time, Permanent

**Salary**: £21,000.00 per year

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