Here in the Customer Contact Centre in Birchwood, we champion the voice of the customer. Avios has a unique opportunity to have both the online and offline teams in the one department providing a holistic view of the customer journey. This helps us put the customer at the heart of everything we do. The team have responsibility for delivering a brilliant customer experience across all customer channels from voice, online, email or webchat. The Avios Customer Contact Centre, which has over 250 colleagues, consistently delivers outstanding sales, service and fulfilment to its customers.
Contact Centre Agents
Our contact centre agents are responsible for answering queries from our customers 365 days a year, booking amazing experiences and adding value by promoting our partners and suggesting new products and ways of collecting and spending Avios. Our agents speak to customers in a variety of ways including over the phone, over email or through our great webchat function. Our Team are also responsible for answering inbound redemption calls from our British Airways Blue Executive Members making us a truly global business.
Opportunities in this area can include: Multi-skilled Agents, Multi-media Agents, Sales Agents and Customer Relations.
Contact Centre Management
Our Contact Centre Managers are integral to ensure our agents drive performance through exceeding targets and offering exceptional customer service. They support their team by managing and coaching our agents helping them to achieve and exceed potential through inspirational leadership.
Opportunities in this area can include: Sales Team Managers, Multi-skilled Team Managers, Multimedia Team Managers and Head of Team Managers.
The Contact Centre support functions consist of Planning & Operations, Integration, Business Support and our Online Team. These departments are fundamental to the mechanics of the Contact Centre. They’re focused on improving and managing staff schedules and customer and airline disruption, whilst also being accountable for operational budgets and planning forecasts. Our Online Team, which is made up of 15 colleagues, ensure that our customers receive the most efficient and optimal user experience reducing customer effort making us easy to do business with.
Opportunities in this area can include: User Acceptance Testing, Resource & Planning, Administration, Quality, Customer Relations, Customer Account Management, Travelwatch Executives, Product Loading Executives, Ticketing Executives and our UX/UI roles based in our Crawley office.