Meet Vicki, our Customer Servicing Manager 

Here at IAGL, we're proud to be home to three growing businesses across Loyalty, Holidays and Ventures, and a team of ambitious people... People like Vicki!

Vicki Jarman (part-mermaid 😉), is the Customer Servicing Manager for The Wine Flyer. Having started life at IAG Loyalty in the Contact Centre before moving into our Retail business to join The Wine Flyer team, Vicki is definitely someone that's gone places with IAGL.

Let's dive into another IAG Loyalty Lowdown to hear more!

Q. Hey Vicki, nice to meet you! Tell us about yourself.  

Hey IAGL! Good to be here. I'll start with who's at home... I live with my husband and a part-time dog (my parents have a disabled dog and we care for her whenever they are out she is adorable. She was classed as terminal and we took her on for what was supposed to be her final few weeks - 4 YEARS ago haha). I've been married for 22 years and have a step-daughter and a step-grandson who live in Greece. We see them as often as we can.
My biggest passion is to travel and anything to do with the sea, I think I'm part mermaid as I always feel complete when I'm by or in the sea.

Q. We love that! 🧜‍♀️🌊 Tell us a bit more about what you do?

There is no typical day but my role is to look after our customers, the Customer Servicing Team and the processes involved.

"I love that we are really making a difference to the customer experience. The Wine Flyer is a newer part of IAGL and the way we work is directly impacting its success, we want to ensure customers feel valued and experience what I call the "ooh factor".

That pleasantly surprised reaction when we tell them how we plan to rectify a problem. We are currently rated alongside industry leaders on Trust Pilot and recently were promoted from 4.6 to 4.7 which is rated as excellent.

"We are a small close team and the thing that I love the most is how we all work together, we all have a very personal attachment to The Wine Flyer and you can just sense how we share a desire to succeed."

Q. Cheers to that! What was your career path before your current role?

Up until I was 30 I had a career as a sales manager and trainer, I worked for a large publishing company in the business-to-business sector. We decided to pack up and move to Egypt to become diving instructors in 2005 (told you I was passionate about the sea). This was an incredible phase in our lives with some absolutely phenomenal experiences, including diving with 25 hammerhead sharks, finding a pygmy seahorse the size of my fingernail and taking people with severe spinal cord injuries and paralysis under the water and teaching them to dive. 

We returned to the UK after 12 wonderful years due to health reasons. This is when I came across a role in the Contact Centre for IAG Loyalty (Avios at the time!) as a Sales Agent. My intention was to take the role for 6 months to get me back in to a more formal working life, but after 3 years I became one of the first Senior Agents in the newly formed Agent Support role. This involved assisting other agents and also dealing with any customer situations where something had not gone to plan and needed a quick effective solution - this was an ideal practice ground for the Customer Servicing Manager role I successfully applied for in June 2023. 

"It did not take long for me to start exploring the travel perks and everything that life at Loyalty had to offer. The potential to explore new roles and develop in to other parts of the business has made it easy for the years to fly by and working in a new venture with The Wine Flyer has made the future even more exciting."

Q. Truly incredible experiences! Looking ahead, what are your goals (at work or home!) for 2024? 

I'm an on/off runner and this year I would really love to properly run a 10k - nothing too ambitious but something to keep me focussed. I'm also keen to gain my WSET level 2 (The Wine & Spirit Education Trust) so I can be more knowledgeable with our customers.

Q. Finally, could you share your best travel stories since working at IAGL?

So many to choose from, but I'm going be a bit different and start with one of the worst! Landing in South Africa and 48 hours later it being completely shut down because of Omicron! Route home was 7 flights in total to get out and get home.
The best was last year when we went back and did all the things we planned the previous trip and more, closely contended by a trip to Brazil where we took a boat ride under Iguazu falls (pictured right). 

Thanks for sharing an insight to your super interesting career and travel path, Vicki! We loved getting to know you.

If you're inspired by Vicki's story, and want to join our Club, check out our latest vacancies right here.