Customer Care and Claims Advisor

Job Description:

Salary: Competitive

Hours: Full Time 37.5 hours per week, Monday - Sunday. 09:00 – 17:30

Location: Hybrid remote working, with 3 days a week in our VHQ, Crawley or Pobl House, Swansea

Contract: 12 Month Fixed Term Contract

Closing Date: 10th November 2024

In a nutshell

At Virgin Atlantic, we recognise that a little extra effort can make a big difference. Were seeking hard-working Customer Care & Claims Advisors who are enthusiastic about providing outstanding, genuine service. Our team is skilled at handling customer inquiries with compassion and resolving issues with creativity, guaranteeing that every travel experience, no matter the challenges, is as respanable as the final destination.

You will provide empathetic assistance through various channels, ensuring that each customers needs are met with personalised attention.

Day to day

Some of your key responsibilities will include:

Engaging with customers to resolve inquiries and claims quickly, efficiently, and with a personal touch.
Balancing empathy with efficiency to ensure every customer feels understood.
Detailing and investigating claims to understand the core of each issue and respond with meaningful solutions.
Collaborating with our wider customer care team and other departments to ensure a flawless Virgin experience.
Staying curious and open to learning, growing, and adapting as we evolve.

About you

Do you love helping customers and can empathise with a customer’s situation and help bring their problem to an adequate resolution? Are you a proud brand ambassador who places the customer at the heart of your focus? Do you enjoy speaking to customers over the phone? Do you naturally take ownership for finding and fixing problems?

In addition to the above wed love for the successful candidate to demonstrate the below:

A warm and empathetic individual who excels in communication.
A keen eye for detail and the ability to balance multiple tasks with ease.
You excel under pressure, can handle multiple tasks at once, and maintain your focus even during busy times. Your ability to prioritise and manage your time effectively ensures you keep up the pace without compromising on quality.
Previous experience in customer service or claims handling is a big plus (though a positive attitude and desire to grow go a long way, too!).
An understanding that every Virgin Atlantic customer deserves not just service but an unforgettable experience.

If this sounds like you, we would love to hear from you!

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, (recruitmentfly.virgin.com) feeling confident that we’ve got your individual considerations covered.

Job Ident #: 2379

Company Details

Virgin Atlantic

Fleming Way
Crawley, England United Kingdom, International RH10 9DF International
www.virginatlantic.com/us/en

Virgin Atlantic uses a mixed fleet of Airbus and Boeing wide-body aircraft and operates to destinations in North America, the Caribbean, Africa, the Middle East and Asia from its main hub at London–Heathrow, and its secondary hub at Manchester

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Job Info

Location

Crawley, England United Kingdom, International, United Kingdom

Type

Contractor

Company Details

Virgin Atlantic

Fleming Way
Crawley, England United Kingdom, International RH10 9DF International
www.virginatlantic.com/us/en