Job Details
Salary: Competitive per annum
Hours: 37.5 per week, Monday to Friday
Location: Hybrid, 3 days a week in our VHQ, Crawley
Contract: Permanent
Closing Date: 20th March 2025
At Virgin Atlantic Airways, we believe that everyone can take on the world, and it’s our vision to become the most loved travel company. As we embark on this next exciting stage of our journey, we’re harnessing our spirit of entrepreneurship and innovation to challenge the status quo.
Join our team of forward-thinkers who approach the world with a different lens. We value individuals who are vocal about driving positive change and are willing to dive into both big and small tasks. If you’re ready to take your career to new heights, this opportunity is for you.
In a nutshell
This role is responsible for anticipating the needs of our highest value customers in order to deliver exceptional service and further grow these strong relationships, revenue per booker and ultimately loyalty to Virgin Atlantic.
Leading a team of 6 VIP Executives, the role will manage the day-to-day operational needs of the VIP team in addition to playing a pivotal role in the delivery of Virgin Atlantic’s high value customer experience as the key point of contact for all their VA travel requirements.
In addition to meeting the needs of our VIP customers on every contact (new travel requests, changes to bookings, liaison with airport managers, Club House teams, ground staff and 3rd party suppliers) this role is responsible for growing bookings and revenue through ongoing relationship management.
Sound exciting? Then read on…
Day to day
• Lead, develop and motivate the VIP team in line with the recipe for leadership to demonstrate expected competencies and behaviours, with clear objectives and measurable performance targets
• Ensure individual and team resource is deployed effectively in line with team revenue priorities and customer deadlines to meet SLAs. Use discretion and judgement to assess each customer’s individual requirements and ensure that our VIPs receive a high-quality experience of professional and personal customer service thus reflected in the VOC scores. 50% of time will be operational, processing customer requirements.
• Maintain regular contact with relevant High Value customer groups to leverage the relationship to maximise revenue and loyalty. Proactively identify opportunities to grow spend by Flying Club Wings members exercising judgement to deliver the customised experiences our highest profile and most valuable customers expect.
About you
• Must demonstrate a professional manner whilst navigating operational complexity to deliver a personalised and seamless experience for our most valued customers.
• Exceptional written and verbal communication skills with a very strong customer focus.
• Excellent customer and stakeholder management skills with a genuine ability and desire to sell and provide personalised world class customer service
• Desired experience of airline operations knowledge, with an understanding of reservations/ticketing procedures/knowledge of VA reservation systems.
Internal info
Hiring manager: Ruth FinnisGlobal grade: C
Our recipe for leadership
At Virgin Atlantic, our leaders empower teams to thrive through collaboration, innovation, and excellence. Explore our Leadership Recipe and discover the 20 core ingredients that define what it means to lead with us, driving our mission to be the most loved travel company and achieve sustainable profit. Want to learn more? Click here
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.