Customer Care Advisor – Holidays - Virgin Atlantic

Salary: £27,700.00

Hours: Full Hours: Mon - Fri

Location: Crawley, West Sussex – hybrid

Contract: 12 Month Fixed Term Contract/Secondment

Closing Date: 23rd February 2025

In a nutshell

Our Customer Care Holidays Advisors are the keepers of Customer Confidence. When things haven't gone to plan, they sweep in and save the day. With one outbound call, they show just how much we care. Actively listening, handling objections with empathy, and turning frustration into reassurance. Their knowledgeable and efficient problem-solving skills ensure complaints are resolved on first contact, while also addressing any concerns along the way.

By getting to the heart of the issue, overcoming doubts, and preventing future problems, they build trust and let our customers know we are only ever a quick phone call away!

Day to day

1. Investigate, research, and respond to all incoming complaints and claims, primarily by phone but also in writing, ensuring a thorough and empathetic approach.
2. Working closely with our suppliers across the world, ensuring a smooth and thorough investigation into all customer feedback and complaints.
3. Manage objections and overcome barriers by confidently handling difficult conversations, addressing concerns, and working towards a fair resolution.
4. Assess the value of complaints or claims and make appropriate compensation offers using the guidance tools provided, aiming for first contact resolution to prevent escalations.
5. Use your initiative to identify trends, recognise areas for improvement, and provide feedback to management.
6. Approach complaint handling with diligence, protecting the Virgin Atlantic & Virgin Atlantic Holidays brand while restoring customer confidence and loyalty.
7. Handle specialist cases, including EC Care, Personal Injury, and Baggage claims, with accuracy and care.
8. Working closely with Duty Office and In Resort teams to ensure the customers' complaints have been handled in resort, and a smooth handover is completed with the Customer Care team upon their return.
9. Resolve issues at the source to prevent repeat complaints, always striving for continuous improvement in customer experience.

About You

Do you love helping customers whilst empathising with their situation? Do you get a buzz from a job well done and take pride in being a brand ambassador?

In addition to the above we'd love you to have:

1. A great phone manner and the confidence to have open conversations with our customers.
2. Strong negotiation skills and the ability to objectively assess situations, ensuring a satisfactory outcome for both the customer and the business.
3. A proactive approach to resolving complaints on first contact and fixing problems at the source to prevent future issues.
4. Experience in Holidays/Travel Agent, with airline knowledge being advantageous.

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.

Our recipe for leadership

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.

Be yourself

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, (recruitment@fly.virgin.com) feeling confident that we’ve got your individual considerations covered.