Customer Care Adviser – Swansea

You already know how important great service is to our customers. As a Customer Care Adviser, you’ll take that expertise to a new level – resolving complex issues, restoring confidence, and turning challenging situations into positive experiences. When things don’t go as planned, you’ll be the one who steps in and saves the day. With one call, you’ll show just how much we care - listening actively, handling objections with empathy, and transforming frustration into reassurance. Your knowledge and initiative will help us resolve complaints on first contact, prevent future issues, and protect our Virgin Atlantic brand.

Customer Care is a fast-paced and rewarding part of the business. It’s not always easy, you’ll be dealing with complex and sometimes sensitive situations, but you’ll have the support of a close-knit team that shares ideas, celebrates wins, and pulls together to achieve positive outcomes.

• Investigate, research, and respond to incoming complaints or claims, primarily by phone, but also in writing, with a thorough and empathetic approach
• Manage objections and overcome barriers by confidently handling difficult conversations and working towards a fair resolution
• Assess the value of complaints or claims and make appropriate compensation offers using the guidance tools provided, aiming for first-contact resolution
• Use your initiative to identify trends, recognise areas for improvement, and provide feedback to management
• Handle specialist cases, including EC Compensation and EC Care, with accuracy and care
• Resolve issues at the source to prevent repeat complaints, always striving for continuous improvement in customer experience
• You’ll also be making real change by sharing feedback with other teams to help improve processes and customer experiences across the business

We’d love you to bring:

• A great phone manner and the confidence to have open conversations with our customers is essential for this role
• Strong negotiation skills and the ability to objectively assess situations, ensuring a fair outcome for both the customer and the business is desirable
• Motivation to achieve first contact resolution and meet phone and file closure targets, contributing to the team’s overall success in meeting Service Level Agreement (SLA) goals
• A proactive approach to resolving complaints on first contact and fixing problems at the source to prevent future issues

If you’re someone who thrives in a fast-paced environment, loves helping customers, and finds satisfaction in turning challenges into successes, this role will give you the chance to make a genuine difference every day! It’s not always easy - but it’s incredibly fulfilling. You’ll build confidence, empathy, and decision-making skills while representing the Virgin Atlantic brand with care, fairness, and integrity.

If successful through the screening stage of your application, you'll be invited to complete our online video assessment. The final stage of the process will be an invitation to attend our in-person assessment centre at Codi House, Llansamlet, Swansea.

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 at [email protected] feeling confident that we’ve got your individual considerations covered.