Homebased Customer Service Agent

We've got big ambitions and a clear vision for the future. We're loyalty pioneers creating the world's most rewarding experiences for our people, our partners and our millions of customers. These are exciting times for the global loyalty sector and for IAG Loyalty. Our mission is to reward the world; we help customers to unlock the potential of their Avios, whether that be a trip of a lifetime, visiting family & friends or a last-minute getaway.Every customer and their story are different, that is why we encourage you to bring your voice, your positivity and most of all your heart to make a real change for our customers. We are not just your average contact centre; in fact, we are far from it **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 The Agent's support customers via telephone regarding various travel enquiries. The aim is to offer first contact resolution, adding value and leaving a greatimpression. **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, can communicate with people from all walks of life, and who can bring heart to their conversations. 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 leave the customer feeling "WOW" - if you have a passion fortravel this can help you create these wow moments but it is not essential that you have travelled the world (we can help you with that) Working from home and working with bespoke and at times complex systems means you will be comfortable with systems and be digitally savvy - don't worry we offer amazing training and support to set you up to use the systems. **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 monthly KPIs and personal performance) ? - Career progression opportunities? - Minimum of 25?days'?annual leave?? - 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 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'spotential. 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.