Job Details
Salary: £25,300.65 plus shift pay and excellent benefits
Hours: Full Time (37.5 hours on a 4 on 2 off shift pattern)
Shifts: Mon - Sun from 04:00 - 23:00, working on a 7 day rotational pattern
Location: London Heathrow Airport
Contract: Permanent
Closing Date: Thursday 17th October 2024
In a nutshell
We're looking for talented Customer Service Agents to join our team at London Heathrow airport. You'll provide a warm welcome to our customers, ensuring a flawless journey, from check in and boarding, to meeting aircraft on arrival. This is an outstanding opportunity to engage, establish rapport, and use your personality to create a memorable and individual experience for our customers.
Day to day
Our airline operates 365 days a year, 7 days a week and some of your key responsibilities will include:
- Meeting and greeting all Virgin Atlantic and Delta Air Lines customers and guiding them as they enter the terminal. You'll assist them with our self-service check in kiosks, ensuring that each customer receives a helpful, friendly and professional service
- Checking in our customers, including verifying travel documentations, accurate seat assignments and ensuring their bags are within our airline regulations
- Engaging with our customers to improve revenue generating opportunities. This will include actively promoting the features and benefits of extra legroom seats or cabin upgrades to maximise sales
- Escorting Unaccompanied minors/VIP's/PRM's (Passengers with Reduced Mobility), making them feel comfortable and cared for in their journey with us
- Working with our Gate Supervisors at the boarding gate to provide the smooth and efficient boarding of all customers, in order to facilitate the achievement of our airline's on time departure targets
- Airside duties will also include representing Virgin Atlantic in meeting inbound flights at the arrival gate, baggage hall or assisting customers at our transfer desk
About you
This is an exciting opportunity to work in a multifaceted and agile environment, where we'll support and develop you along the way. Do you have the following skills and experience?
- Minimum 12 months experience working in a customer service role, preferably within the airline or travel industry
- Demonstrate outstanding communication skills, both written and verbal, and be proficient in English as a language
- Strong problem-solving abilities and a determination to provide world-class service, even when things don't go to plan for our customers
- Have the skills to remain calm and composed under pressure, ensuring engaging customer interactions at all times
- Be capable of working in a fast-paced environment and be on your feet for long periods of time while maintaining a positive and optimistic attitude at all times
- Proficiency in digital literacy would be preferred, as we work from several different computer systems. But we'll ensure you receive full training from our fantastic team
- Flexibility to work different shifts between 04:00am and 23:00pm, including weekends and bank holidays, 365 days a year
- The ability to acquire an airside pass ID that permits you to enter and work in restricted areas of London Heathrow airport
At Virgin Atlantic, our people are the heart and soul of our Virgin family. We're committed to unlocking your true potential and providing outstanding development opportunities to help you build and grow your career. As a Customer Service Agent, you'll be given the chance to be a role model for our high-reaching team that's dedicated to delivering extraordinary experiences at the airport!
If successful through the screening stage of your application, you'll be invited to complete our online video assessment. The final stage of the process will be an invitation to attend our assessment centre at our Virgin Atlantic Headquarters at Crawley on 30th November 2024 with a view to start in early 2025.
Internal info
Hiring manager: Keith HolyoakeGlobal grade: A
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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.