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Job details
Salary: Competitive
Location: Swansea or Crawley - Hybrid 2-3 days per week in the office
Contract: 12 Month Fixed Term Contract or Secondment
Hours: Full Time 37.5 hours per week, Monday-Sunday 08:00-18:00
Shifts: Roster includes 50% weekend working over a 4-week shift pattern
Closes: Sunday 12th May 2024
In a nutshell
At Virgin Atlantic, we're looking for exceptional individuals to join our team as Customer Care and Claims Advisors. In this role, you will have the opportunity to be the hero for our customers when things haven't gone according to plan. With your knowledge, efficiency, and passion for doing the right thing, you will respond to and resolve complaints on first contact, building trust and letting our customers know that we are always there for them.
Day to day
What you'll do:
* Investigate, research, and respond to all incoming complaints and claims, primarily by phone, but also in writing
* Evaluate the importance of the complaint or claim, offering suitable compensation by utilising the provided guidance tools to prevent any further complaints, while prioritising the achievement of a resolution during the initial contact
* Use your initiative to recognise areas of improvement and provide feedback on any trends to management
* Be diligent in your approach to complaint handling, striving to protect the Virgin Atlantic brand and retain customer confidence
* Handle specialist correspondence such as EC Care, Personal Injury, and Baggage claims
* Look to resolve issues at the source to prevent repeat complaints and continuously improve our services
About you
Do you love helping customers while empathizing with their situation? Are you passionate about delivering exceptional customer service and being a brand ambassador?
In addition, we'd love you to have:
* A great phone manner, with confidence in picking up the phone and discussing customers' complaints openly with them
* The ability to negotiate and objectively assess a situation to bring it to a satisfactory close for both the customer and the business
* A drive to resolve complaints upon first contact and fix problems at their root cause
* Experience in complaint handling and/or airline knowledge would be advantageous
* Intermediate proficiency in using laptop computer systems and navigating various software applications
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.
Our recipe for leadership
If successful during your application, you would be invited to complete our interactive online assessment. Here, you'll be asked a series of situational judgement questions, followed by some pre-recorded video questions to answer. If successful through this digital assessment, the final stage will be an invite to a virtual interview with an assessment.
Company
Richard Branson founded Virgin Atlantic in 1984 with the intention of shaking up the aviation industry. Since then, we’ve grown from a small team, one 747 plane and a single route, to a global network that employs thousands of wonderful people worldwide.
We’re not just your average airline. We’re a family-centric one who recognises togetherness as a hugely important aspect of life. We support and care about our employees and their families, which makes Virgin Atlantic a special place to work and the long-haul airline our customers fall in love with.
When it comes to our people, they’re a passionate lot, united in creating something different. It’s always been like this. It’s in our DNA, and it was ignited within us from the moment we started flying. So, step on board, get ready to find your purpose, embrace your human spirit and let it fly.
Our ways of working
We’re on a mission to become the most loved travel company, but with this comes great responsibility. We must support all of our people to embrace a growth mindset. To think like a start-up and act like an owner of Virgin Atlantic and to live our values every day. Our ways of working are designed to reflect the balance of happiness, productivity, collaboration, and team spirit that make us uniquely Virgin. We have built our approach on six core principles, recognising work as an activity, not a place. The focus is less on when and where people work, collaborate, or learn, but on their performance and outcomes. This is built on a foundation of trust and celebrates the diversity of our people, embracing that we all have different work-life considerations and varying times when our energy is highest.
Our people & networks
At Virgin Atlantic, we want to inspire everyone to take on the world, championing inclusivity, activism, and challenger spirit. It guides us in everything we do as we strive to make progress on the issues that matter most. We know difference is a strength, enabling us to be a force for good for our employees, customers, and communities. We aim to be an employer of choice, and our purpose, the belief that drives us, is that everyone can take on the world. We’re committed to bringing together a workforce that reflects the society we live in, creating an environment that supports diversity, equity, and inclusion, and allowing all our people to bring their whole selves to work.
Supported by their own Executive Ally, our four employee networks are employee-led communities where our people can connect, celebrate and support each other. The networks work together to raise awareness of Diversity, Equity, and Inclusion across the business and, through regular conversation, inform the actions we need to take as an organisation to create an environment where everyone feels they belong.
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