Customer Service Advisor

Virgin holidays; Crawley; Hybrid; GBP 22,000 - 28,000; Full time

Job summary

Virgin Atlantic Holidays seeks enthusiastic Customer Service Advisors to enhance customer experiences. Your responsibilities include taking calls, resolving customer inquiries, and maximizing satisfaction. This role is pivotal in delivering exceptional service and requires excellent communication and adaptability skills.

Qualifications

• Excellent communication skills, both verbal and written.
• Strong listening skills to understand and fulfill customer needs.
• Confidence with technology.

Responsibilities

• Taking inbound calls and messages from existing customers.
• Offering customers memorable experiences.
• Responding to customer correspondence and complaints.

Skills

Communication skills

Listening skills

Self-motivation

Adaptability

Education

Previous experience in customer service

Job description

Hours: Full-time hours 37.5 hours a week, Monday – Sunday. Mixture of days, evenings, and weekend between the hours of 09:00 – 19:00

Location:Hybrid remote working with two days a week in our VHQ in Crawley after completion of 7 week training course

In a nutshell

Virgin Atlantic Holidays are looking for new team members who share our passion for becoming the most loved travel company. Join us and be a part of our journey! We are currently hiring Customer Service Advisors to become part of our outstanding team in Crawley.

Do you love making guests smile every single day knowing you have delivered outstanding service? Do you always prioritise the customer at the heart of everything you do?

If so, then this could be the role for you because this is no ordinary customer service role.

Day to day

Some of the key responsibilities for our advisors are:

• Taking inbound calls and messages from existing customers, amending packages, assisting in any queries, and engaging with our frequent flying members.
• Offering our customers irresistible, effortless, and memorable experiences, providing advice and mentorship 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.
• Participating in team meetings and briefings.
• 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.
• Respond to customer correspondence, including complaints within industry guidelines and our internal timelines.

About you

If you are dedicated to delivering unforgettable experiences and thrive in an encouraging, successful team, then this could be the ideal role for you. Join us and let's create remarkable moments together!

To be successful in this role you will need to have:

• Excellent communication skills, both verbal and written.
• Strong listening skills to understand and fulfill customer needs, especially in blocking or critical issues.
• Self-motivation, with the ability to confidently work independently.
• Open-minded and adaptable with the ability to see the bigger picture.
• Previous experience in customer service
• Confidence with technology – we will train you in the systems we use, but experience in navigating a laptop and the internet is essential.

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, ( [e-mail]) feeling confident that we’ve got your individual considerations covered.