Salary: Competitive plus shift pay
Hours: Full Time, 37.5 hours a week. Shift pattern: 3 days on and 3 days off (7am - 7pm / 9am - 9pm / 7pm - 7am)
Location: VHQ, Crawley (on-site)
Contract: Fixed Term Contract / Secondment (12 months)
Closing Date: 14th May 2025
At Virgin Atlantic Airways, we believe that everyone can take on the world, and it's our vision to become the most loved travel company. As we embark on this next exciting stage of our journey, we're harnessing our spirit of entrepreneurship and innovation to challenge the status quo.
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:
- Proven knowledge of fares and/or ticketing IATA
- Proven ability of communicating effectively to influence both internal and external customers.
- Demonstrable experience of working under pressure, with the ability to prioritise demanding and time-critical individual workloads.
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.
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.