Duty Officer

IAG Loyalty; Crawley; Hybrid; GBP 22,000 - 26,000; Full time

Benefits offered by this job

Hybrid work arrangement

Job summary

IAG Loyalty in Crawley, UK, is hiring for a customer operations role focused on supporting travellers during disruptions. You will assist customers by phone, coordinate rebookings and changes, and work with partners and insurers to resolve issues swiftly.

The role requires resilience, a care-focused approach and the ability to handle shift work including nights and weekends, within a hybrid office setup.

Qualifications

• Proven ability to work under pressure and multi-task in demanding situations.
• Proven experience in a customer operational role.
• Proven experience of delivering excellent service.
• Ability to own the situation and make customers feel safe and reassured.
• Authenticity, genuine care and problem-solving in the moment.
• Ability to work shifts including early, late and night.
• Satisfactory Criminal Record Checks (CRC) and financial probity checks.

Responsibilities

• Provide support to customers by phone during disruptions and urgent issues.
• Coordinate rebooking, changes to tickets, hotel stays and transfers.
• Collaborate with partners and insurers to resolve problems quickly.
• Offer calm, clear updates and maintain high levels of service during crises.

Skills

Under pressure

Multitasking

Customer service

Crisis management

Communication

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.