January 26, 2022

Meet the Airteam: Tom - Member Experience Lead

To help you get to know the Airteam a little better, we're putting them in the hot seat with a Q&A.

Next up is Tom, our Member Experience Lead!

Firstly, what is your role at Airtime Rewards and what does it involve?

My role is the Member Experience Lead. Helping our members is our priority. I ensure that the team is providing the best service we can and that our members' experience is as hassle-free as possible. We want to make sure that any queries we receive are responded to and resolved as quickly as possible.

(Note: Member Experience is our version of Customer Service!)

Can you tell us about your Airtime Rewards journey?

I’ve been with Airtime for over 2 years now and I've loved every minute. I came in as the first agent in the MX team and I now manage a team of 4. I’ve learnt a lot about the company, the industry and especially our members. I have worked for startups in the past and understand the demand and need to adapt to a constantly changing environment. Airtime has given me the opportunity and tools to be myself and put that across to our members.

What does a typical day as the Member Experience Lead at Airtime Rewards look like?

Firstly, I make sure the team is ready for the day ahead. Assess the contact we’ve had, make sure there are no high pressing issues or incidents, and assign the tasks to the team for the day. Most of my day is spent helping the team and liaising with other departments on improving the overall member experience, reporting any concerns to help get them rectified.

What’s your favourite thing about your job?

The people, I just enjoy interacting with everyone. I enjoy hearing from our members, I love working with the team and everyone else across the business.

What has your proudest achievement been whilst working at Airtime?

Our customer satisfaction rating. It currently hovers over 90% which is brilliant. It means we are giving a great service to our members. We take on board all feedback and are always working on improving.

What is the biggest challenge of working in Member Experience?

Trying to lose weight as someone always brings in treats to the office!

What’s your main piece of advice for someone looking to get into a member experience role?

You just really have to care. Empathy is a huge factor, if you care and can understand that people are in touch because they need your assistance, it makes the job much easier and more fulfilling. Good grammar helps too.

When not working at Airtime, what do you like to do?

I’m a big football fan! I’m a United supporter and I’ll pretty much watch any football match that is on.

And finally, why should everyone be using Airtime Rewards?

Why not!? It’s completely free and you get rewarded for shopping. It’s a no-brainer.

Quick-fire Questions 🔥

1. Favourite Airtime feature?

The pending period countdown - I think it’s a great addition so you can see when to expect your rewards to be paid out.

The FAQs in the help section of the app are also very useful!

2. Other than Airtime, what is your favourite app?

Other than the food delivery apps, probably Twitter.

3. Spender or Saver? 

Definite spender. On what? I have no idea.

4. First Job?

I stacked shelves in a local shop when I was 12. Not even sure if it was legal but I did enjoy that job.

5. Best thing about working at Airtime?

The people - some of the best people I’ve worked with.

6. Which retailer have you spent the most with?

Greggs - by far.

7. Favourite food? 

A roast dinner; any meat, all the trimmings, just get it on my plate and lather it with gravy.

8. Dogs or Cats?


9. What’s something people would be surprised to know about you?

I really really dislike cheese, can’t stand it.

We hope you enjoyed getting to know our Member Experience Lead, Tom! 

Fancy working with Tom and the team? We're currently looking for a Customer Service Advisor/Member Experience Agent to join our Manchester office! Apply here.

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