Job Details
Salary: Competitive per annum
Hours: Full Time (37.5 hours) – Shift pattern TBC
Location: Heathrow Terminal 3
Contract: Permanent
Closing Date: 12th May 2025
In a nutshell
We have fantastic opportunities in our Customer Service Delivery team for Customer and Connections Hub Coordinators.
You will be a vital member of the LHR hub control team, with a focus on connecting customers and supporting the Hub Control Duty Manager. In this role, you'll tackle above-wing issues and empower our frontline teams to resolve them efficiently. Your focus will be on two key areas: assisting connecting customers through our dedicated connections squad and managing customer challenges airside, such as delayed flights and PRMs. Reporting directly to the Customer Delivery Manager, you'll play a crucial role in reviewing best practices and enhancing our hub position to deliver exceptional support to our customers.
Day to day
Here is what a typical day will look like as a Customer and Connections Hub Coordinator:
- Collaborate with TCOs and other critical stakeholders to identify and understand any customer challenges that may arise.
- Communicate any issues to the Hub Control Duty Manager, providing solutions to enhance customer journey.
- Review our VOC customer satisfaction scores daily to assess the impact of the Hub Control team's decisions on improving these scores.
- Work closely with the Customer Delivery Manager to identify opportunities for continuous improvement in our processes and customer support.
- Monitor connection activity for Virgin Atlantic arrivals and departures, prepare for any misconnects
- Discuss and formulate a plan with the OCC when connection times fall under MCT
- Take charge of the administrative tasks for the Connections Squad and coordinate with customer-facing teams to ensure they are prepared to execute the daily plan.
- Report on the performance of the Connections Squad to the Hub Duty Manager.
- Address any challenges as they arise, collaborating with VS TCOs or other airlines to make the best decisions for connecting customers.
- Partner with the Customer Delivery Manager to ensure ongoing learning and improvement in how we manage connections for our customers.
About you
- Demonstrated strong experience in customer roles at Heathrow and a deep understanding of the customer journey.
- Evidence of handling challenging customer situations and providing quick, effective resolutions.
- In-depth knowledge and experience with the end-to-end transfer process.
- Proven ability to work as part of a team and perform well under pressure to achieve outstanding customer outcomes.
- A natural communicator who thrives in a hub control team environment.
If you enjoy a challenge and thrive from working with customers, then we would love to hear from you!
Internal info
Hiring manager: Stephanie KirbyGlobal grade: B
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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.