Specialist – Customer Care OCC GTS

Virgin holidays; Crawley; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading travel company based in Crawley is seeking a Specialist in Customer Care to provide critical ticketing and rebooking support during disruptions. This role involves delivering real-time assistance, managing customer queries, and ensuring accuracy in customer care systems. The ideal candidate will have ticketing knowledge, experience in airline operations, and excellent communication skills to collaborate effectively with stakeholders. Join us and help create positive customer experiences when plans change, while working alongside a team passionate about customer service.

Benefits

Equal opportunity employer

Inclusive work environment

Supportive application process

Qualifications

• Proven experience in ticketing and customer care in the travel industry.
• Ability to work under pressure and manage high workloads.
• Excellent communication skills for stakeholder management.

Responsibilities

• Deliver real-time ticketing and re-issue support.
• Provide ticketing assistance during disruptions.
• Monitor customer connections and manage rebooking.

Skills

Fares and/or IATA/ABTA ticketing knowledge

Understanding of airline and tour operator operations

Proficiency in reservation, ticketing and operational systems

Communication and influencing skills

Customer-focused judgment

Tools

MS Office

Job description

In a nutshell

When disruption hits, our customers need confidence, clarity, and decisive action. As a Specialist – Customer Care OCC (GTS), you’ll sit at heart of the Operations Control Centre, providing critical ticketing and rebooking support during some of the most time-pressured moments in our operation. You’ll work closely with OCC colleagues, airports, Virgin Atlantic Holidays and partner airlines to protect customer journeys, support On Time Performance, and ensure our customers feel looked after when plans change. This is a role for someone who understands that great customer care is as much about smart decisions as it is about empathy. You'll need the ability to thrive under pressure while thinking clearly in complex situations, and can manage a high workload, including day-to-day tasks alongside disruption, ensuring Virgin Atlantic and Virgin Atlantic Holiday tickets are issued effectively and promptly.

Day to day

• Deliver real-time ticketing and re-issue support for Virgin Atlantic and Virgin Atlantic Holiday customers
• Provide ticketing support during disruption, including aircraft changes, delays, diversions and cancellations
• Monitor customer connections and manage rebooking, rushes and misconnections in line with EC261 and customer principles
• Source reprotection options across partner airlines, balancing customer experience and cost effectiveness
• Provide ticketing support across the OCC, Swansea, LHR and Virgin Atlantic Holidays, flexing with demand
• Handle ticketing-related queries from internal teams, airports and airline partners
• Escalate issues clearly and confidently during IROP events, keeping stakeholders informed
• Ensure customer care systems and records are accurate, timely and audit-ready

About you

• Proven fares and/or IATA/ABTA ticketing knowledge
• Solid understanding of airline and tour operator operations, ideally from an operational or airport environment
• Confident using reservation, ticketing and operational systems alongside MS Office
• Calm, structured decision-maker who performs well under pressure
• Strong communicator, able to influence and collaborate with a wide range of stakeholders
• Customer-focused, with the judgement to balance service, operational and commercial priorities

Be yourself – Our differences make us stronger

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.

Additional information

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: https://careers.virginatlantic.com/leadership