Customer Care and Claims Advisor Swansea, Wales
Virgin Holidays
Full Time
Swansea, Wales
20000 - 23000 GBP ANNUAL Today
Job description
Job Details
Salary: Competitive
Location: Currently split between working from home and working in Swansea, SA7 9EQ. We're a social bunch so you can be asked to join us in office for up to 3 days a week.
Contract: Fixed Term role until 31st December 2023 available currently. We never want to let hard working people go - permanent positions may become available during this time however, it can't be guaranteed.
Hours: Monday-Sunday 08:00-18:00 contracted hours, Full-time basis on an annualised hours contract (more details below). Average hours per week 37.5 with a typical shift being 09:00-17:00 or 09:30-17:30. We also offer the possibility of colleague shift swaps depending on department cover to ensure we're being as flexible as possible.
Current working roster includes 50% weekend working over a 4-week shift pattern (subject to change with advance notice).
What's the difference between an average travel experience and one that really sparkles? The answer is simple: Us.
At Virgin Atlantic, we know that our people are the guardians of our unique and incomparable brand. Using our incredible powers, together, we can make Virgin Atlantic the most loved holiday company. We're looking for more superheroes to join our team and make this vision a reality.
In a nutshell
Our Customer Care and Claims 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 that they really do care deeply about our customers and use their knowledgeable and efficient problem solving skills to respond and resolve complaints on first contact. Getting to the heart of the issue and avoiding the situation happening again - building that trust and letting our customers know we are only ever a quick phone call away!
We all know handling complaints isn't always going to be easy but with passion and the drive for doing the right thing, you'll be a huge success. All advisors are empowered to solve customer complaints whilst working within a vibrant and supportive team that will provide continuous development to help you perform at your best.
Day to day
What you'll do:
- Investigate, research, and respond to all incoming complaints and claims, primarily by phone but also in writing.
- Assess the value of the complaint or claim making an appropriate offer of compensation using the guidance tools provided to avoid complaints being escalated. Focusing on a first contact resolution.
- Using your initiative to recognise areas of improvement and feedback any trends to management.
- Diligent in your approach to complaint handling you will strive to protect the Virgin Atlantic brand and retain customer confidence.
- Handling specialist correspondence such as EC Care, Personal Injury and Baggage claims.
- Looking to resolve issues at source to stop repeat complaints, always striving to deliver continuous improvement.
About you
Do you love helping customers while empathising with their situation? Do you get a buzz from a job well done? And do you take pride in being a brand ambassador, placing the customer at the heart of what you do?
If you answered yes, then this could be the role for you.
You will need:
- A great phone manner, 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 source.
- Experience in complaint handling and/or airline knowledge would be advantageous.
If this sounds like you, we would love to hear from you!
What We Offer:
- Comprehensive on-boarding programme, including a four-week training course. It's fast-paced and turbulent at times, but we believe it makes things...well, just a bit more fun.
- Up to seven flights a year to any of Virgin Atlantic's global destinations (did someone say Vegas?)
- Generous contributory pension scheme
- High-energy work environment that supports diversity, equity, and inclusion and encourages you to bring your whole self to work.
- Access to our employee assistance programme and Digital GP service
- Continuous mentoring and development through a dedicated development programme to support your career progression.
- Industry leading Staff Travel benefits
So, what do you say? If you're ready to take your career to new heights. .
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, ([email protected]) feeling confident that we've got your individual considerations covered.
Virgin Holidays
careersuk.virgin-atlantic.com
Crawley, United Kingdom
Shai Weiss
$2 to $5 billion (USD)
5001 to 10000 Employees
Company - Private
Airlines, Airports & Air Transportation
1984
