Working in our Swansea contact centre
Fly your own path with a career in a Virgin Atlantic contact centre
Whether it’s reuniting with friends and family, travelling for business, or the start of an adventure, when it comes to booking a flight, everyone’s checklist is different. As the trusted voice of Virgin Atlantic, you’ll help people take on the world one conversation at a time, making sure every part of the customer experience is amazing, from advising where and when to fly and choosing the best ticket to supporting if plans change or go astray.
Sales at Virgin Atlantic
Redefining the customer experience is core to our DNA and influences every part of what we offer. Our sales team are a breath of fresh air(line) who drive, innovate, and encourage our customers to see the world differently- connecting them to people, places, and paths they never thought to wander.
You’ll be taking inbound calls from new and existing customers, using your enthusiasm and knowledge of our products to tailor each journey to our customer’s needs, whilst delivering fantastic customer service.
We’re all about personality and what makes you unique here. So there’s no need for the hard sell—just a passion for people and travel.
Service at Virgin Atlantic
Creating thoughtful experiences that feel brilliantly different wouldn’t be possible without our advisors. They support our customers where they want us to be, whether that’s via email, chat, or phone.
You’ll use your flair for customer service to have effortless and meaningful interactions with customers post-booking, from providing advice and guidance on our fabulous products to remaining calm and professional if a customer’s plans change.
Queries and requests come in all shapes and sizes, and no two calls are the same, but by weaving creativity and innovation into everything you do, you’ll rise to the challenge.
Digital engagement
Swipe, scroll, like, comment. We’re a sociable lot when it comes to engaging with our customers. As the world becomes ever more digitally focused, our team of advisors are on hand to support.
A boundary-pushing bunch with bundles of energy and creative talent. You’ll support our customers through various platforms such as live chat, email, SMS messaging, and social media.
You need to be quite digitally savvy with a passion for interacting with customers, providing the exceptional service they know and love one click at a time.
Customer care
To keep things running smoothly, we have dedicated customer support teams who can patiently handle any issue, keeping their cool even in difficult moments.
Our customer solutions team do just that, find solutions. Working in a dynamic and agile environment, you’ll investigate emotive and complex customer issues to improve their experience.
Our customer care team understands that one size doesn’t fit all. When things don’t go quite to plan they’re empowered to make the right decisions for customers,
Ready for the next step?
Building a career
If you have drive, commitment and a grab-life-by-the-beach-balls attitude, every day can be amazing here. Whatever your personal goals or aspirations, there’s a world of opportunities and more than one way to succeed. You just have to want it.
Life on the front line
We’re a 24-hour, 365 day’s a year operation with customers calling us from around the globe. When we say customer centres don’t get much faster paced than this, we mean it.
It isn’t easy. You’ll work in a constantly changing service environment and work towards meeting ambitious targets. But if you love nothing more than providing outstanding customer experiences and get that feel-good factor when you’ve helped someone, then our customer centre’s the place for you.
Training
We want you to be at your best. Our customer centre academy is a seven-week program that’ll give you the inside intel to get your career off to a flying start.
You’ll experience a blended learning journey of virtual and trainer-led classroom sessions –getting hands-on with all our products and systems.
It’s intense – we won’t lie. There’s lots to learn, and being an airline, things are forever evolving, so you’ll never know everything. But if you have a passion for people and an insatiable appetite for knowledge, the world’s your oyster.
Investing in you
Your development is a big deal to us. And our contact centres are the perfect place to ignite your career, whether you want to launch into leadership, a specialist role, or fancy exploring another part of the company completely. We’ll empower you to take on the world in your own way.
From our development program ‘The Academy’ – where you’ll find invaluable modules run by existing leaders. To access to our online Learning Locker, where you can build your skills and knowledge on pretty much anything you can think of – there’s something for everyone when it comes to fulfilling your potential.
The sky’s the limit
Whether you’re an experienced leader or aspiring to grow and develop your career, our people leaders bring passion and purpose to our company. If you’ve got drive, determination and a love of people, you’re sure to go far. There’s a world of opportunities waiting – here are a few to get you started.
Our Team Leaders champion customer service. Responsible for driving the day-to-day performance of our sales, service and customer care teams, they coach, develop, and inspire their team of advisors to make sure customers are consistently treated to thoughtful experiences that feel brilliantly different. Role modelling best practices and ensuring the vision of Virgin Atlantic customer experience is maintained.
They empower colleagues to be the best they can be by building and leading a motivated team to achieve Key Performance Indicator targets and are ambassadors of our values who strive to bring the best out in their colleagues, even in challenging situations.
Our Customer Centre Managers blend excellent customer service with forward-thinking management. Championing our mission to become the most loved travel company.
Results orientated, they drive our teams to aim higher and reach further when it comes to targets and quality standards. All while embracing our ‘sales through service’ culture—inspiring a real passion for our products and services across their team, making a difference when it truly matters. They provide inspiration, motivation and encouragement and get a buzz from seeing their team grow and develop as they fly their career path.
Our brilliant benefits
As a member of our customer team, you’re rewarded for making friends, being amazing, and thinking red.
We offer a competitive basic salary, with extra bonuses and incentives that allow you to earn more. You’ll also be recognised in our company-wide colleague recognition bonus scheme*. And of course, we’re renowned for our brilliant staff travel benefits, which are among the best in the industry.
We encourage everyone to take on the world, and you’re no exception. After six months, you’ll receive up to seven flights a year to any of our global destinations. Did someone say Vegas?
- Paid annual leave starting at 28 days per year (including bank holidays)
- A roster request system allowing you greater flexibility to manage your work/life balance*
- A rolling allocation of confirmed days off which can be requested up to months in advance
- Ongoing training and development through a dedicated on-demand digital learning platform
- Access to the best travel concessions in the industry, across our own network, partners and other airlines*
- Contributory company pension and flexible benefits
- Onboard retail therapy discounts
- Discounts at selected car hire, hotels and attraction
* after qualifying period of six months
We may alter or withdraw non-contractual benefits at our discretion from time to time.