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customer relations Crawley, West Sussex, South East England, England

Virgin Atlantic

Full Time Crawley, West Sussex, South East England, England 10.56 - 12.04 GBP Today

Job description

Crawley

Fixed Term

Competitive

21-07-2023

Job Details

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 11.00 - 23.00 followed by 3 days off)

Location: VHQ - Crawley

Contract: 12 month secondment

Closing Date: Thursday 13th July 2023

In a nutshell

At Virgin Atlantic, our purpose is to ensure everyone can take on the world. Our vision is to be the most loved travel company. To achieve both, we're harnessing our spirit of entrepreneurship and innovation to reimagine the world and create thoughtful experiences that feel beautifully different at every opportunity.

Our people are game changers who see the world differently. Acting as a loud and proud voice for positive change for our people, places, and the planet, they're not afraid to roll up their sleeves to take on the big things while never forgetting the importance of the small details. So, if you're ready to take your career to new heights, read on.

Ever wondered what it's like to work in the Operation Control Centre (OCC) Well, we have a phenomenal opportunity to become a key part of the team as a Specialist. In this role, you will be continually monitoring our flying program, supporting our customers particularly during any disruption and creating communications in the tone & style of the Virgin Atlantic brand.

You'll also be conducting in the moment service recovery, supporting airport and crew teams reducing the need for customers to contact Customer Care and ensuring that our database is updated to prevent further investigation.

Day to day

Some of your key responsibilities in this role will be:

Producing communications to customers regarding disruption and liaise with all internal partners to ensure they are distributed to our front line teams
Building the post flight information within the CR database in to efficiently deal effectively with post flight complaints and claims
Seeking opportunities for an immediate resolution or surprise and delight for any of our impacted customers, working closely with internal departments
Monitoring of US and China tarmac rules ensuing all operating crew and airport teams are following our legal and company requirements
To work with vital team members to provide proactive service recovery for any service break down / brand damaging issues
To provide seamless handovers for all service recovery, so they are resolved as quickly as possible at the first point of contact and have responsibility for logging them into the service recovery database
To collect real-time information to allow accurate investigations into any claims and work with internal partners (such as engineering, external legal advice, CR Claims Manager) to collect the evidence eligible for EU Compensation
For EU Claims defence ensure all defence packs are thoroughly researched and all the relevant paperwork and witness statements are collected
Proactively communicate to the Digital Engagement team information relating to our flying programme and operational issues to enable them to accurately answer customer contacts
To be a key participant in any corporate response when activated with a focus on customer issues for the ongoing flying programme as well as ensuring any communication is in the correct tone

About you

Do you thrive working in a fast-paced environment and have excellent time management skills?

Do you have experience of making decisions whilst under pressure, that balance the needs of the customer and the business?

In addition to the above we're looking for:

Excellent Interpersonal and influencing skills
Knowledge of Airline passenger consumer & contractual rights including a solid understanding of all relevant legislation including EU 261/2004, US 14CFR and the Montreal Convention
Detailed airline operations knowledge ideally gained from an operations or airport background with a good understanding of airline reservations, loyalty and service recovery systems
Knowledge and experience of process and policies of above wing operations at Virgin Atlantic airports and/or Customer Centre would be helpful

If the above sounds like you, then we'd love to hear from you!

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.

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