At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible — and we’re proud to back each other every step of the way.
When you join Team Amex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day. Here, you’ll learn and grow as we champion your meaningful career journey with programs, benefits, and flexibility to back you personally and professionally. Every colleague shares in the company’s success.
That’s why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.
Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to our customers, communities, and each other every day. And, we’ll do it with integrity and in an environment where everyone is seen, heard and feels like they truly belong.
Join #TeamAmex and let’s lead the way together.
As a brand built on going above and beyond to provide the best customer experience, having the most exceptional colleagues is paramount. As the face of the company, you can create positive interactions with our customers every day–from curating a unique travel or lifestyle experience to helping them with their everyday needs. And, you can grow your skills through industry-leading training and ongoing coaching, all while learning what it means to continually set the standard for world class, customer-first service. Find your place in service on #TeamAmex.
If you have a flair for exceptional customer service, an aptitude for learning and natural curiosity, with a passion and experience with travel, this role is for you. With an intensive training and coaching program, here’s your chance to become a highly skilled Travel Consultant. Are you up for the challenge to join a key player in the travel industry?
Membership Managers are skillful consultants that educate their portfolio of Card Members on their benefits and grow engagement through their ability to develop relationships. They drive sales through their exceptional service and deep knowledge of our travel and lifestyle products and benefits. Membership Managers deliver efficiently and flawlessly every day, every time.
How will you make an impact in this role?
- Collaborating with your team of Membership Executive to understand the profile, preferences and history (travel and lifestyle) of each Member in the team portfolio
- Ensure customer profiles are accurate and up to date to further the proactive servicing philosophy
- Being the clients first point of contact by phone or e-mail and taking ownership of the Card Member’s travel and lifestyle experience from beginning to end.
- Using exceptional consulting skills so that you can recommend relevant products and services that are perfectly tailored to our Card Members needs.
- Serving as an ‘expert’ who can provide personal insight into top travel destinations and lifestyle events which can be shared with customers and colleagues
- Master existing and new product offerings, value proposition and relevance to your Card Members
- Building relationships with our travel and lifestyle partners which will enable you to provide extraordinary, perfectly executed experiences.
- Leveraging internal expertise to coordinate the handling of complex inquiries, ensuring timely completion to the satisfaction of the customer
Minimum Qualifications:
- Proven track record of exceptional customer satisfaction metrics
- Ability to provide expert and consultative customer service in a premium travel role
- Experience servicing customers ideally in hospitality, concierge/lifestyle servicing, high-end customer service or sales roles. Travel reservations experience is a plus
- Excellent communication skills across a variety of channels through active listening and impeccable written and spoken communication
- Demonstrated ability to work effectively within a team environment, displays a positive ‘Can Do’ attitude
- Ability to maintain composure under pressure and in the face of frequently changing or competing demands
- A flair for providing expert and consultative customer servicing and building strong customer relationships
- Ability to drive customer satisfaction through understanding and meeting their travel and lifestyle servicing needs and following-up on engagement opportunities
- Self-motivation to work independently, managing your time and prioritizing your workload appropriately
- A desire to take ownership of your work and maintain superior attention to detail
- A strong knowledge of world geography and travel destinations including the lifestyle scene across the globe preferred
- Travel industry and Luxury Travel and/or concierge experience preferred
- Face to Face and/or hospitality background desired
- A background in call centre servicing, driving your own efficiency metrics would be an advantage
- Flexibility to work shifts to meet customer needs
We service our Card Members 24 hours/7 days per week. The Centurion servicing department is open 7 days a week and hours of operation can change due to servicing needs.
We back our colleagues with the support they need to thrive, professionally and personally. That’s why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite in our Brighton office, in a hybrid model (combination of in-office and virtual days) or fully virtually. Guidelines for Hybrid/Home working:
- Located in the UK
- A secure home office, located at your confirmed address of residence, free from background noise or other distractions
- Internet service must meet minimum requirements of 25 mbps download x 5 mbps upload speeds. A minimum speed check can be completed online
Why American Express?
- Strong company focus on diversity and inclusion
- Internal colleague networks
- Company Pension Plan
- “Healthy Minds": free dedicated Employee Assistance Program, available 24/7
- Recognition program “Reward Blue”
- Career growth and training
- Health care including Back to Better and eye tests
- Extensive training course (12-14 weeks)
- 22 Days Annual Leave per annum, increasing with tenure
- 37.5-hour week, 5 days out of 7 with shift allowance
- Pay for Performance Bonus
- Discounted onsite Gym Membership
- Discounts and cashback through many retailers local and nationwide
- Free Tea/Coffee at offices
As a valued Travel & Lifestyle Services colleague you will also have access to the following:
- Travel agent rates and discounts
- Education Stay Programme – educational experiences that enable colleagues to better serve Card Member’s needs (up to 4 x complimentary 2 – night stays in hotels participating in our hotel programs subject to subject to availability and T&C’s)
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
To complete your application, please click on the links below. However, if you require any assistance with the completion of this process – or need any reasonable adjustments to be made – then please contact the Recruitment Team on recruitment.support.uk@aexp.com