Salary: Competitive
Location: Swansea or Crawley - Hybrid 2-3 days per week in the office
Commute: Candidates must live within 120 minutes of either VHQ, Crawley or Pobl House, Swansea
Contract: 12 Month Fixed Term Contract/Secondment
Hours: Full Time 37.5 hours per week, Monday-Sunday 08:00-18:00
Shift Flexibility: Rotating roster covering the hours of 0900-1800 including weekend working.
We understand that typical office hours don’t suit everyone. Which is why we are open to flexible working patterns in our Customer Care team, providing opportunities to tailor your schedule around your home life. Speak to us in your interview about your requirements and we will consider if we can accommodate your request.
Closes: Sunday 23 February 2025
At Virgin Atlantic, our purpose is to ensure everyone can take on the world. Our vision is to be the most loved travel company. We have forward-thinkers who drive positive change, tackling big challenges while valuing the small details.
This is a fantastic opportunity to join a dynamic, dedicated and hardworking team passionate about providing outstanding service.
Our Special Assistance team is responsible for arranging all aspects of travel for passengers with accessibility and medical needs; minimising onboard risks, operating in line with legislation, and ensuring every customer receives a truly personalised experience. The team also ensure any Virgin Atlantic Holidays accessibility accommodations are organised in-resort, and they support the end-to-end journey for customers with accessibility requirements by handling their post travel airline related complaints. While delivering exceptional service, you’ll also work to achieve key departmental productivity metrics.
Some of your key responsibilities will include:
- Establish a passenger's fitness to fly by gathering and assessing all relevant information on any medical condition and their needs.
- Handling all medical cases with compassion and integrity.
- Be responsible for actioning all disability needs or medical requests for customers and medical repatriation companies, updating the airline system, including special seating, meals and special care, communicating all information onto the Crew, Airport Staff and In Resort teams.
- Work with suppliers In Resort to arrange accessible holidays, including booking adapted rooms, arranging suitable transfers and arranging equipment hire.
- Facilitate the pre-flight clearance of passengers whilst adhering to Virgin Atlantic Airways (VAA) medical clearance guidelines and procedures.
- Investigate and respond to any complaints or service improvement suggestions received.
- Have a collaborative approach working closely with Medical Services, Customer Centre teams, Airports and other key partners.
Our people are the heart and soul of our Virgin family! Without them, we couldn't get off the ground. We'll mentor you and help unlock your true potential, giving outstanding training opportunities to build and grow your career.
Are you an expert in understanding the value of our customers? Would you place their needs at the forefront of your role, showing compassion both over the phone and in all written communication?
Thinking of applying? We're looking for:
- A strong working knowledge of Microsoft Word and general PC literacy
- Articulate, clear and concise communication
- Have previous experience of working either in a Customer Centre or a Special Assistance Department is desirable but not essential
- Excellent organisational skills with the ability to think ahead remaining calm under pressure
- Strong decision-making capability, ability to balance multiple plates and prioritise accordingly
- As a front-line leader, you will need to have the ability to work independently by yourself alongside working closely with your team.
Do you have a keen eye for attention to detail, with a can-do attitude in finding the best outcome for our customers? If so, then we would love to hear from you.
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.