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Senior Customer Service Agent
2 months ago
Closing Date: Sunday 15th September 2024 In a nutshell Join our team at Heathrow as a Senior Customer Service Agent Use your skills and personality to create memorable experiences for customers while prioritising safety and on-time performance. We're looking for those with experience in organisations or companies that have a strong customer focus, particularly with high value customers, such as our Upper Class and frequent flyer guests. Day to day As Senior Customer Service Agent, your responsibilities will include:
- Leading by example in delivering outstanding customer service during every step of the customer journey on the ground. This could be at check-in, the Upper Class Wing, or airside (which requires obtaining a Heathrow airport airside ID)
- Adapting to changing and unforeseen situations with the ability to multitask under pressure to protect the operations and our brand image
- Ensuring appropriate care packages and compensation are offered to customers whose experiences or travel plans have not gone as planned, and managing any challenging conversations along the way
- Support the leadership team in operational readiness and adherence to the resource plan. You'll also support in the above-wing critical time path for on-time boarding or disembarkation
- Adhering to all corporate safety and security processes and procedures to meet regulatory and compliance airport standards
- Minimum 12 months customer service experience working with high value customers
- Previous experience in a supervisory type role, such as team leader or similar
- Excellent communication and numeracy skills with a good attention to detail
- Strong planning and organising abilities, ensuring efficiency in daily tasks
- Knowledge of VSTerm/Snapp or equivalent airline booking or check-in system is desirable
- Flexibility to work different shifts between 04:00am and 23:00pm, including weekends and bank holidays
- The ability to acquire an airport airside pass ID that permits you to enter and work in restricted areas of London Heathrow airport
At Virgin Atlantic, our people are the heart and soul of our Virgin family. We're committed to unlocking your true potential and providing outstanding development opportunities to help you build and grow your career. As Senior Customer Service Agent, you'll be given the chance to be a role model for our high-reaching team that's dedicated to delivering world-class experiences to our customers on the ground.
Apply today and kick-start your career with us 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?
If successful during your application, you would be invited to complete our interactive online assessment. Here, you'll be asked a series of situational judgement questions, followed by some pre-recorded video questions to answer. If successful through this digital assessment, the final stage will be an invite to our in-person assessment centre at London Heathrow airport, England.
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, () feeling confident that we\'ve got your individual considerations covered.
