Cargo Customer Service Executive

Hours: 37.5 hours per week, Monday to Friday 10am – 6pm.

Salary: £30,000 per annum + shift allowance

Contract: 6 month Secondment/FTC

Location: Hybrid – 3 days a week at either our Cargo Facility at DCE (London Heathrow) or VHQ (Crawley). Thursdays at DCE are essential

Closing date: 8 April 2026

Assessment Centre: 16th April - DCE (London Heathrow) - Time 12:30pm - 3:00pm

Please note, you must be available to attend this assessment centre to be considered for the role

As our Executive – Cargo Customer Service, you’ll be the frontline expert supporting our US East Coast operation from the UK, handling complex and high-value cargo bookings. From pharmaceuticals to luxury vehicles and interline shipments, you’ll manage specialist customer needs with precision, empathy, and commercial awareness.

This role plays a key part in extending our global coverage, giving you exposure to international markets while working closely with Sales, Revenue Optimisation, and Operations teams to deliver a seamless customer experience.

You’ll be part of a collaborative UK-based team, benefiting from strong onboarding, support, and development, while contributing directly to revenue performance and customer satisfaction.

Manage specialist bookings and quotes for UK and US customers, including high-value and sensitive shipments.
Handle escalated customer queries and VIP accounts with professionalism and care.
Negotiate rates for complex shipments in collaboration with Revenue Optimisation and Sales teams
Ensure compliance with IATA, Dangerous Goods, and GDP regulations.
Support customers in using online booking platforms and troubleshoot booking issues.
Drive customer satisfaction by resolving service failures and prioritising high-impact accounts.

Are you a customer service professional with proven Cargo experience with a keen eye for detail and a passion for logistics? Do you enjoy solving problems, building relationships, and working in a role with international exposure? Then this could be the role for you.

Alongside the above, we’re looking for someone with:

Amazing customer service skills and proven experience in a customer-facing role.
Understanding of freight forwarding and cargo revenue management.
Excellent communication, negotiation, and relationship-building skills.
Strong organisational skills and attention to detail.
PC literacy and familiarity with booking systems and CRM tools.

If the above sounds like you, and you want to help us set the standard for premium cargo customer service at Virgin Atlantic, we’d love to hear from you!

Our customers come from all walks of life and so do our colleagues. That’s why we’re proud to be an equal opportunity employer and actively encourage applications from all backgrounds. At Virgin Atlantic, we believe everyone can take on the world - no matter your age, gender, gender identity, gender expression, ethnicity, sexual orientation, disabilities, religion, or beliefs. We celebrate difference and everything that makes our colleagues unique by upholding an inclusive environment in which we can all thrive. So that everyone at Virgin Atlantic can be themselves and know they belong.

To make your journey with us accessible and individual to you, we encourage you to let us know if you’d like a little extra help with your application, or if you have any individual requirements at any stage along your recruitment journey. We are here to support you, so please reach out to our team, ([email protected]) feeling confident that we’ve got your individual considerations covered.