Customer Care OCC GTS Specialist

Ever wondered what it’s like to work in the Operation Control Centre (OCC). We have a phenomenal opportunity for a Specialist – Customer Care OCC GTS (Global Ticketing Services), to play a key part in supporting our Customer Teams in the event of major flight disruption. This could include unplanned aircraft changes, delays, or cancellations. You'll work at pace to complete ticket issuance, reissues, and crucial daily tasks, whilst supporting our global airports with complex ticket issues and provide customer forecasting and real-time route analysis to key OCC collaborators.

Some of your key responsibilities in this role will be:

• Handling incoming calls from Airport Duty Managers and Station Managers regarding any issues relating to flights or aircraft changes.
• Highlighting issues during an IROP (Irregular Operations) event, or as and when needed within the OCC.
• Providing inventory information for the OCC during IROP so that an informed decision on customer experience, re-protection options and business impact can be made.
• Sourcing other airline seats for re-protection and ensuring the most cost-effective solutions are achieved.
• Co-ordinating resources during disruption to ensure all passengers are contacted, documentation is amended, and accurate records are kept.
• Completing out of hours aircraft changes when required.
• Co-ordinating and utilising our in-house automated rebooking system to re-protect our customers following a cancellation.
• Evaluating customer impact and making decisions on down-grading or up-grading passengers due to differing aircraft types when we action aircraft swaps.
• Supporting any ticketing related requests or issues, resolving these in a timely manner. Supporting tactical decisions on how to combat any spikes in calls to GTS.
• Look for ways to provide continuous improvement to processes and legacy procedures to encourage the team to work smarter and more efficiently.

Do you thrive working in a fast-paced environment and have excellent time management skills? Do you have experience of making decisions that balance the needs of the customer and the business?

In addition to the above we're looking for:

• Fares and/or IATA/ABTA ticketing knowledge.
• Solid understanding of airline operations, ideally gained from an operational or airport environment, with in-depth knowledge of reservation, loyalty, and service recovery systems.
• Proficient computer skills, including strong competency in MS Office and aviation reservation and operational systems.
• Strong interpersonal and influencing skills, with the ability to assess situations objectively, engage confidently with stakeholders at all levels, and make consistent, effective decisions under pressure.
• Proven high-level decision-making capability, balancing customer needs with operational and commercial considerations.

Although not essential, it would be great if you also had the following:

• Knowledge of Air 4 (VS Term / AXIS) and Amadeus.
• A background of working in a ticket booking environment within aviation.

If this sounds like you, and you would like to unlock your potential with us, we would 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.

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