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Virgin Atlantic | Adviser – Personal Holidays – Customer Centre – Service

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LocationCrawley, West Sussex  Further InformationJob TypeCustomer ServiceRefPHA-CCS
Salary: £18.200
Contract: Permanent
Location: Split between home working and working in The VHQ, Crawley

Contracted Hours: Full-time basis (37.5 hours a week) on an annualised hours contract. See below for more details on annualised hours. Shifts: Mixture of days, evenings and weekend between the hours of:Monday – Friday 0900-1900Saturday 0900-1800Sunday 1000-1800Closing date: Sunday, 23rd May 2021 We recognise that the definition of a healthy work-life balance can differ from one person to the next. One of the benefits of working an annualised hours contract is that it allows us to offer more flexibility with shifts, such as allowing people to work condensed working hours over less days a week, the use of annualised hours contracts has increased in recent years amongst organisations that have to manage significant ‘peaks and troughs’ in their customer demand. Using annualised hours means that an organisation can keep a core workforce employed on a regular basis and call upon employees to work extra hours when it needs them.

In a nutshell

At Virgin Atlantic, we’re just as passionate as we’ve always been about becoming the most loved travel company. Last year was an uncertain year, for us, for everyone. One thing we know for sure – last year has shown that when we combine our brand with the power of amazing people, we make something truly magical. Virgin Atlantic is still proudly flying, creating the same fabulous flight experience we’re famous for, and we’re busily laying the foundations for a profitable future. We know that the right people are key to creating success, we’re delighted to be advertising for some brilliant new team members to join us and help us achieve our vision. Do you love making guests smile every single day knowing you have delivered amazing service? Do you always place the customer at the heart of everything you do? If so this then this could be the role for you because this is no ordinary customer service role. We’re on the lookout for Service Advisors to join our fabulous team in Crawley. You’ll be responsible to make every customer feel valued by providing the excellent experience that our customers have come to love. As one of our Advisors you’ll be taking inbound calls assisting and resolving any queries and questions that they may have. If things don’t go to plan, you will show a can-do attitude and be confident to investigate and resolve every question straight away.

Day to Day

Some of the key responsibilities for our advisors are:• Taking inbound calls from new and existing customers, booking flights, assisting in any queries, and engaging with our frequent flying members.• Offering our customers irresistible, effortless, and memorable experiences, providing advice and guidance to help them find the right product that suits their needs.• Ensuring high levels of attention to detail and providing accurate information, to minimise the need for the customer to contact us again.• Maximising revenue at every opportunity, by listening to customers and their needs.• Attending and contributing in team meetings and briefings. Sharing and receiving best practice with colleagues.• Proactively ensuring that your individual coaching objectives are met and that your skill levels are constantly developed.• Assist with queries and complaints generated and offering quotes for changes to existing arrangements• Up-selling where appropriate to generate additional revenue• Actively contact customers in response to customer service questionnaire replies• Respond to customer correspondence, including complaints within industry guidelines and our internal timelines• Arrange compensation where applicable, in line with booking conditions and request refunds in respect of cancellations

About you

To be successful in this role your need to be an excellent communicator who enjoys influencing and negotiation with customers and suppliers. You’ll be building customer confidence whilst investigation options and giving effective solutions. You will need to enjoy resolving issues for customers and take personal responsibility for the problem. To be successful in this role you will need to have:• Significant experience in Customer Service• A sufficient and safe environment to work from home for 60% of your working hours• Self-motivation, with the ability to confidently work independently• Confidence with technology – we will train you in the systems we use, but sound experience in navigating a laptop and the internet is essential. Covid-19 has presented us with a unique opportunity for our teams to work more dynamically than ever before. So, once social distancing is a thing of the past, our advisors’ people will work 60% of their time at home, 40% in the office at The VHQ, Crawley, West Sussex. As an example, on a 5-day working week, this equates to 3 days at home and 2 days in the office. However, once you are fully developed in role, we are prepared to increase the amount of homeworking if this is your preference. We know sometimes technology can be temperamental, so one stipulation we do have is that you reside close enough to The VHQ to be able to get to the office and continue your shift if you experience any technical difficulties at home. You will be employed on a full-time basis on an annualised hours contract, which means that there are no set shifts each week. You will be contracted to work 1,950 hours across 12 months, and the number of hours that you work each week could be flexed up or down to meet the demands of the business (however your basic salary will remain the same each month). You will be able to view your shift pattern for the whole year and, if we need to shorten or lengthen your shift, we will give you 28 days’ notice to do this*. The shortest shift you could be scheduled to work is 4 hours, and the longest is 10.5 hours. Our people enjoy the flexibility of knowing that when work is quiet, they are scheduled additional time off without using any annual leave. We are happy to answer any questions you have about annualised hours contracts during the application process. Our training now has a blended approach, some of which will be digitalised and completed at home, combined with classroom-based learning. But don’t worry, you will be supported throughout the training course by one of our amazing Customer Centre trainers. If this sounds like you, we would love to hear from you!

Be yourself – Our differences make us stronger

 Virgin Atlantic are committed equal opportunities employers and positively encourage applications from suitably qualified and eligible applicants regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy and maternity. Diversity brings strength which is why we strive to provide an inclusive environment where individuality is celebrated, and we can ignite the potential of our forward-thinking mix of people. 

Please be aware as part of our recruitment process we may look to use a variety of resourcing tools to help us understand your skills and experience in relation to the role you have applied for. These may include application questions, video interviews or online testing. Please feel free to contact us at recruitment@fly.virgin.com if there are any reasonable adjustments to our process that you would like us to consider, for example use of hearing loops, sign language interpreter etc. Please don’t hesitate to reach out if there are any issues preventing you from being at your best during your application or assessment process. Any issues raised after your assessment is completed or once a decision has been made will be too late for us to consider within our process.

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