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Duty Manager

3 months ago

Crawley, United Kingdom Virgin Atlantic Full time

Duty Manager - Customer Care - Crawley

Job details

Salary:                     Competitive per annum

Hours:                      3 on / 3 off (early, mid & night shifts ) 

Location:                 VHQ, Crawley

Contract:                 12 month Fixed Term Contract 

Closing Date:          3rd September   2024 

Virgin Atlantic is a purpose led long haul airline. Committed to protecting the planet, whilst bringing the social and economic benefits of connectivity and trade to the destinations and communities we serve. We're on a mission to net zero by 2050, but no airline can tackle the decarbonisation challenge alone. At Virgin Atlantic, we're committed to innovation, pioneering change through partnership, and being transparent in our progress. 

In a nutshell

As the Duty Manager OCC at Virgin Atlantic Ltd, you will be at the heart of our operations in Crawley, United Kingdom. This unique opportunity allows you to represent our customers in the Operations Control Centre (OCC), ensuring their needs are flawlessly integrated into our operations. You will be a confident and pragmatic decision-maker, capable of keeping calm under pressure and navigating emergency situations with ease. Your role will be to advocate for our customers, ensuring strict adherence to IROP Customer Principles and compliance with consumer rights and regulations. Collaborating with senior leaders is key, as you will work together to balance complex and often conflicting responsibilities during time-pressured scenarios like delays and disruptions.

Day to day

Coordinate the day-to-day operation of the OCC Customer Operations desk to meet customer needs.

Oversee decision-making across the desk and serve as the key point of contact for the OCC Duty Director and the wider OCC.

Set expectations and provide immediate feedback to OCC Customer Desk team members.

Seek opportunities to ensure all OCC Customer Care team members have the necessary knowledge, motivation, and professionalism to meet departmental requirements and critical metrics.

Ensure the OCC Customer Care team meets minimum staffing levels and adheres to the agreed overtime budget.

Deputize for the Manager - Customer Care OCC as required.

Recruit, manage, coach, mentor, and inspire individual team members to achieve and maintain the highest levels of procedural efficiency, customer satisfaction, and staff wellbeing.

Manage sickness, other types of absence, and HR issues to a high standard, applying Red Book policy.

About you

Expert in airline passenger consumer/contractual rights, including a detailed understanding of relevant legislation such as EU 261/2004, US 14CFR, and the Montreal Convention.

In-depth airline operations knowledge, ideally gained from an operations or airport background, with expertise in airline reservation, loyalty, and service recovery systems.

Strong leadership capability with a proven ability to deliver results and lead teams.

Confident in working collaboratively within the OCC structure, often without a senior manager present, and capable of making accountable decisions in challenging situations.

Strong communication skills and able to "think on your feet."

Demonstrated credibility, trust, and confidence in interactions with people.

Emotional resilience to remain effective under pressure.

High personal and professional standards, acting as a great ambassador for Virgin Atlantic Ltd.

Ability to assess complex operational situations and implement solutions.

Champion and voice of the customer, balancing this with a concern for revenue protection.

Excellent cross-functional and team-working skills.

Demonstrated ability to establish and maintain strong collaborator engagement.

Ability to support the management team by managing change and embedding it into everyday practice, delivering success measures.

Highly motivated with the ability to translate this energy to staff.

Inquisitive approach to understanding the business and its strategies.

Does this sound like you? If you're energised by this prospect, we'd love to hear from you

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, (recruitment@fly.virgin.com) feeling confident that we've got your individual considerations covered.

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