Salary: Competitive
Hours: Full Time 37.5 hours per week, Monday - Sunday. 09:00 – 17:30
Location: Hybrid remote working, with 3 days a week in our VHQ, Crawley or Pobl House, Swansea
Contract: 12 Month Fixed Term Contract
Closing Date: 10th November 2024
At Virgin Atlantic, we recognise that a little extra effort can make a big difference. We're seeking hard-working Customer Care & Claims Advisors who are enthusiastic about providing outstanding, genuine service. Our team is skilled at handling customer inquiries with compassion and resolving issues with creativity, guaranteeing that every travel experience, no matter the challenges, is as remarkable as the final destination.
You will provide empathetic assistance through various channels, ensuring that each customer's needs are met with personalised attention.
Some of your key responsibilities will include:
- Engaging with customers to resolve inquiries and claims quickly, efficiently, and with a personal touch.
- Balancing empathy with efficiency to ensure every customer feels understood.
- Detailing and investigating claims to understand the core of each issue and respond with meaningful solutions.
- Collaborating with our wider customer care team and other departments to ensure a flawless Virgin experience.
- Staying curious and open to learning, growing, and adapting as we evolve.
Do you love helping customers and can empathise with a customer’s situation and help bring their problem to an adequate resolution? Are you a proud brand ambassador who places the customer at the heart of your focus? Do you enjoy speaking to customers over the phone? Do you naturally take ownership for finding and fixing problems?
In addition to the above we'd love for the successful candidate to demonstrate the below:
- A warm and empathetic individual who excels in communication.
- A keen eye for detail and the ability to balance multiple tasks with ease.
- You excel under pressure, can handle multiple tasks at once, and maintain your focus even during busy times. Your ability to prioritise and manage your time effectively ensures you keep up the pace without compromising on quality.
- Previous experience in customer service or claims handling is a big plus (though a positive attitude and desire to grow go a long way, too!).
- An understanding that every Virgin Atlantic customer deserves not just service but an unforgettable experience.
At Virgin Atlantic, our leaders empower teams to thrive through collaboration, innovation, and excellence. Explore our Leadership Recipe and discover the 20 core ingredients that define what it means to lead with us, driving our mission to be the most loved travel company and achieve sustainable profit. Want to learn more? Click here
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.