Job Details
Salary: Competitive
Hours: 37.5 per week, Monday to Sunday - 09:00 - 21:00
Location: Hybrid working with up to 2 days a week in Pobl House, Swansea
Contract: 6 Month Secondment
Closing Date: 8th June 2025
In a nutshell
As a member of the Customer Solutions Team, your primary focus will be ensuring elevated customer satisfaction and loyalty. In this exciting role, you'll adeptly handle disruptions, implement protocols for customer mitigation, and handle downgrades with sensitivity. You'll proactively contact customers after identifying revenue opportunities, promoting special offers, and improving their overall travel experience. This is an excellent opportunity to join a team where every day will be different! You could be a Flying Club specialist on a Monday, and on Tuesday, you could be assisting with passenger offloads and downgrades whilst also assisting our passengers with rebooking their flights and managing our schedule change queues.
Day to day
This role is centered around proactive communication, resolution, and customer reassurance to uphold the airline's brand identity and ensure seamless customer experiences. In addition to this, you will be:
- Addressing Net Promoter Score detractors and looking for a proactive resolution of customer issues,
- Collaborating with cross-functional teams to deliver personalised solutions.
- Responsible for handling schedule changes efficiently, ensuring compliance with aviation regulations
- Delivering genuine, empathetic communication with affected customers.
- Handling loyalty accounts and resolving queries efficiently
- Evaluating eligibility for status matching and conducting fraud checks.
- Focusing on supporting Customer Relations, logging interactions, and compensating passengers while minimising costs.
About you
This is an exciting opportunity to work in a dynamic and agile environment. Are you a self motivated individual with the ability to multi task and take accountability? In addition to the above we'd love for our successful candidate to show the following:
A solid understanding of AXIS
A consistent track record in delivering outstanding customer service and able to proactively address customer needs and adapt to disruptions
Excellent verbal and written communication skills.
Strong analytical and problem-solving skills.
The ability to identify root causes of customer dissatisfaction and develop practical solutions while ensuring adherence to legal requirements related to compensation and disruption management.
A willingness to take ownership of customer queries to improve retention
A strong communicator who is able to build rapport with customers, collaborators, and colleagues to demonstrate the Virgin Atlantic values.
The ability to cope with changing priorities and tasks based on both the business and operational needs
The nature of this team means that you are happy to try out new ways of working or trial different processes, so if you feel you have the skills needed, we'd love to see your application!
Internal info
Hiring manager: Ria LlewellynGlobal 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.