Specialist – Customer Care OCC Holidays

Contract: Permanent
Salary: Competitive
Hours: Full time, 3 on 3 off shift pattern (3 x 07:00 – 19:00 followed by 3 days off, 3 x 19:00 – 07:00 followed by 3 days off, 3 x 10:00 – 22:00 followed by 3 days off)
Location: The VHQ, Crawley
Closing date: 24th September 2025

To become the most loved travel company, we want to make sure our customers have an amazing experience at every stop of their journey.

That’s why we have a team available in the UK 24/7 to provide care and support to our Virgin Atlantic Holidays customers via phone, SMS, WhatsApp and email whilst they are on holiday.

Alongside our local reps in many destinations who are available during office hours. All this means our customers can relax knowing someone is always available to assist if needed.

Our OCC Holidays Specialists do an outstanding job of helping our customers and resolving any issues right away. We also work closely with our overseas resort teams, suppliers and internal departments, to ensure our customers have a smooth and enjoyable journey.

In this fast-paced role, you will be responsible for:

• Enhancing customer satisfaction through timely resolution of customer issues, in line with company policies, but also keeping the customer experience at the forefront of everything we do.
• Anticipate customers’ needs and provide proactive solutions to issues encountered while in resort for any part of their holiday package (flight, hotel, transfer, car hire, park tickets, etc.)
• Work closely with the Virgin Atlantic Customer Operations team to proactively communicate with customers during flight disruption, providing clear & accurate information and advice.
• Provide 24-hour support to airport teams and overseas resort staff, as well as being a 24-hour point of contact for our suppliers if needed.
• Recording and communicating critical information regarding customer accidents and illnesses, to support health & safety investigations and reporting.
• Collaborate with the Accessible Travel Services team to obtain medical clearance for ill or injured customers.
• Monitor weather patterns & world events, reporting relevant information to a wide array of stakeholders. In instances where a significant incident or event affects a VAH destination, manage this effectively in line with our Emergency Procedures.
• Assist customers with flight upgrades and changes to return flights, including re-issuing flight tickets.
  Complete all daily reporting accurately and in a timely manner.
• Work closely with all departments to ensure errors are resolved & corrective action is taken for continuous improvement.

Based within the Operations Control Centre (OCC), this is an amazing opportunity for someone who puts the customer at the heart of everything they do and is proactive in their approach in looking to resolve issues in a creative way in the moment.

In addition to the above, we're looking for:

• Strong background in customer service or customer relations, with outstanding customer focus.
  Resilience and confidence in your ability to make quick decisions.
• Excellent communication skills, both written and verbal as you will be communicating with customers directly, both on an individual basis and in bulk communications.
• Calm under pressure, with the ability to prioritise multiple tasks.
• Self-motivated & disciplined individual with the ability to work independently whilst also considering the wider team.
• Good organisational skills and attention to detail.
• Confident in full Microsoft package with specific focus on Microsoft Excel.
• Experience of Travelbox, Amadeus and Air4 is preferred, but not essential – training on all systems will be provided.
• This is an office-based role within the Operations Control Centre (OCC), working 12-hour shifts on a 3 on 3 off pattern, to include Day, Mid and Night shifts. The correct candidate must be able to fulfil these shift requirements, working from home is not offered within this role.

If this sounds like you and you meet/exceed the above criteria, 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.

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