Working in our Crawley contact centre
Show us your potential, and start your Virgin Atlantic Holidays career in our contact centre
Whether you’re working in sales or service, we want to make sure every part of our customers’ experience with us is amazing. From researching when or where to fly and deciding the best package to letting them know their options if plans change or go astray. You’re the trusted voice of Virgin Atlantic Holidays, helping people take on the world one conversation at a time.
Sales at Virgin Atlantic Holidays
Our sales team doesn’t do ordinary. They do extraordinary. When you’re part of Virgin Atlantic Holidays’ award-winning customer centre, you’ll become a proud brand ambassador through a love of connecting with customers and passion for travel.
Taking inbound calls from new and existing customers, you’ll use your enthusiasm and knowledge of our products to tailor each holiday to our customer’s needs whilst delivering fantastic customer service.
We’re not about the hard sell. We’re about personality and pride in what makes you unique. You don’t need a script – just be wonderfully, unapologetically yourself.
Service at Virgin Atlantic Holidays
Customer service and commitment to our passengers have been the driving force behind our brand. If a customer feels valued, listened to, and appreciated, we’ve achieved our goal.
Your personality will help us to craft moments of customer delight, which helps set us apart from other airlines. Occasionally, our customers plans can change. So, you’ll need to remain calm and professional to rise to the challenge.
Queries and requests come in all shapes and sizes, and no two calls are the same, from helping people amend their booking to taking their holiday to the next level with additional products and services.
Customer Care
Our goal is to become the most loved travel company. Caring and doing the right thing for our customers is what we do best, and we understand one size doesn’t fit all. Wowing them with our individuality, flare, and innovative thinking is what keeps our customers flying with us time after time.
We have multiple teams that make up the customer care department, including the executive office, baggage tracing and customer care and claims.
We empower our advisers and specialists to make the right decisions so that our customers receive the best experience possible. We fix our customers’ pain points by teaming up with other areas of the business to continuously improve.
Operational Support
To keep things running smoothly, we have dedicated teams working their magic behind the scenes who can turn their hands to a million and one different tasks.
Based in our operations control centre, our duty managers and specialists are the beating heart of our operation. Responsible for monitoring our flying programme and protecting our customer experience, they represent our brand as they communicate with our customers during times of disruption.
Our amazing special assistance team provide exceptional service, and look after all aspects of travel for passengers with additional needs. Because being brilliantly different is what we do. It’s who we are. And we wouldn’t have it any other way.
Ready for the next step?
Setting you up for success
There are some things that can’t be taught. Some people just happen to be naturally in tune with our values and culture, but there are plenty of things that definitely can be learnt. That’s why we have so many great training and development opportunities.
Training
You don’t need experience to succeed in your career with us, because we provide all the skills and tools you’ll need to flourish. Your training and support begins the minute you walk in the door with our brilliant customer centre academy, where you’ll get a feel for our company, culture and how we work.
You can also take advantage of the online Learning Locker, our gateway to a variety of learning programmes from practical workshops to downloadable guides and recommended reading. In fact, we’re always looking for new ways to help our people upskill and further their careers through initiatives like our apprenticeship programmes.
Our brilliant benefits
As a member of or customer team, you’re rewarded for making friends, being amazing, and thinking red.
We offer a competitive basic salary, with extra bonuses and incentives that allow you to earn more. You’ll also be recognised in our company-wide colleague recognition bonus scheme*. And of course, we’re renowned for our brilliant staff travel benefits, which are among the best in the industry.
We encourage everyone to take on the world, and you’re no exception. After six months, you’ll receive up to seven flights a year to any of our global destinations. Did someone say Vegas?
- Paid annual leave starting at 28 days per year (including bank holidays)
- A roster request system allowing you greater flexibility to manage your work/life balance*
- A rolling allocation of confirmed days off which can be requested in advance
- Ongoing training and development through a dedicated on-demand digital learning platform
- Access to the best travel concessions in the industry, across our own network, partners and other airlines*
- Contributory company pension and flexible benefits
- Onboard retail therapy discounts
- Discounts at selected car hire, hotels and attraction
* after qualifying period of six months
We may alter or withdraw non-contractual benefits at our discretion from time to time.
Fam trips
We believe that to be able to advise our customers about the places and experiences we offer, it’s important to go there yourself.
Each year, a selection of our advisors has the opportunity to get hands-on by taking a fam trip (or familiarisation trip) to some of our most loved destinations – staying at our partner hotels and enjoying some of the attractions. Whether it’s theme park thrills in Orlando to a guided tour of St Vincent or anything in between, you’ll capture every aspect to make sure you’re ready with recommendations for customers following in your path. It’s hard work, but hey, someone’s got to do it.
While it may seem like a free holiday, there’s a little more to it. Fam trips involve a lot of hard work to capture every aspect of the travel experience. There’s often a lot of information to catch and very little downtime! Still, it’s not the worst thing in the world to do as a part of your job.
Building a career
Development’s a big deal, and we love seeing people progress. So, if you want to go and explore the big wide world of Virgin Atlantic, we’ll support you all the way. From access to online resources in our Learning Locker to free courses and apprenticeships, we’ll help you improve everyday skills or develop the new ones you need to land that dream job. You won’t be on your own.
Whether you want to progress into leadership, a specialist role or fancy exploring another part of the company, we’ll empower you to take on the world in your own way. There’s a world of opportunities waiting – here are a few to get you started.
Our Team Leaders champion customer service. Responsible for driving the day-to-day performance of our Sales and Service teams, they coach, develop, and inspire their team of advisors to make sure customers are consistently treated to thoughtful experiences that feel brilliantly different. Role modelling best practices and ensuring the vision of Virgin Holidays customer experience is maintained.
They empower colleagues to be the best they can be by building and leading a motivated team to achieve Key Performance Indicator targets and are ambassadors of our values who strive to bring the best out in their colleagues, even in challenging situations.
Our Customer Centre Managers blend excellent customer service with forward-thinking management. Championing our mission to become the most loved travel company.
Results orientated, they drive our teams to aim higher and reach further when it comes to targets and quality standards. All while embracing our ‘sales through service’ culture—inspiring a real passion for our products and services across their team, making a difference when it truly matters. They provide inspiration, motivation and encouragement and get a buzz from seeing their team grow and develop as they fly their own career path.