Duty Officer

British Airways Holidays Ltd; Crawley; Hybrid; GBP 22,000 - 28,000; Full time

Benefits offered by this job

Hybrid working (UK only)

Fixed annual shift allowance

4 days on/4 days off shift pattern

Job summary

British Airways Holidays Ltd in Crawley is seeking a calm, resilient customer operations advisor to support travellers during disruptions, illness, or hospital stays. You’ll work directly with customers, partners, and insurers to rebook and reissue tickets, hotels, cars, and transfers.

The role requires shift work including early, late and night hours, with hybrid working in the UK offices. CRC checks and financial probity checks apply at start.

Qualifications

• Experience in customer operations and crisis scenarios.
• Ability to own the situation and communicate clearly in a crisis.
• Willingness to work shifts including earlies, lates and nights.

Responsibilities

• Deal with tough situations and directly impact customers in the moment.
• Provide calm, authoritative support during crises and disruptions.
• Coordinate with customers, partners and insurers to rebook and adjust arrangements.

Skills

Customer service

Crisis management

Effective communication

Multitasking

Tools

CRM software

Job description

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 impact customers in the moment. Proven experience in a customer operational role Proven experience of delivering excellent service You need to have the ability to own the situation and have confidence in a crisis. Our customers need to feel safe and secure with you in their corner. Authenticity, genuine care and an ability to solve problems in the moment that immediately help our customers Ability to work shifts that cover earlies, lates and nights The role will require satisfactory Criminal Record Checks (CRC) and financial probity checks to start with us.

Why you’ll love it

This job at times isn’t easy. You’ll be the person people depend on when they feel most vulnerable. Some days will be emotionally and mentally tough. You’ll join a team whose support for each other is unrivalled But the satisfaction? Unmatched. You’ll go home knowing you’ve made someone’s worst day so much better. You’ll be the reason families can relax again, the reason plans get back on track, the reason people feel safe. If you want a role with real purpose — where your calm, care, and quick thinking change lives in the moment — this is the adventure for you Shifts are 4 days on 4 days off, 11 hour shifts, covering weekends and bank holidays, with a mixture of earlies, lates and nights. This includes a fixed annual shift allowance Based in our Holiday division. Our offices are based in central Crawley and we offer hybrid working (within the UK only). Generally, this role works from our offices twice a week, with additional days as needed depending on meetings etc. Office days are co-ordinated so that colleagues in the same team are in the office together to collaborate in person. We usually support new colleagues in the office full time for the training period and you adopt our hybrid working model once you are fully ready.

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.

About IAG Loyalty

At IAG Loyalty we boast two ambitious and growing divisions in Loyalty and Holidays, and together we create a more rewarding world of travel and experiences. Through Avios, our global loyalty currency, we help millions of members turn everyday spend into travel, retail and financial service rewards. And through our Holidays division, including British Airways Holidays and Iberia Vacaciones, we connect customers to thousands of destinations worldwide with seamless, end-to-end travel experiences. It’s all made possible by our teams, bringing together data, expertise and innovation to power unforgettable journeys and experiences. And in return? A one-of-a-kind culture where a love of travel connects us all. A business that’s going places, and careers that are, too. If that sounds like the kind of place you’d like to be, find out more and join our team! Together we're creating a more rewarding world of travel and experiences This is our vision, it gives us direction in where we're heading and our values show us how we’ll put! Our values outline…