Duty Manager – Customer Care
4 weeks ago
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
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? 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.
-
Duty Manager – Customer Care
4 weeks ago
Crawley, West Sussex, United Kingdom Virgin Atlantic Full timeJob DetailsSalary: Competitive per annumHours: 3 on / 3 off (early, mid & night shifts )Location: VHQ, CrawleyContract: 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...
-
Duty Manager
4 weeks ago
Crawley, United Kingdom Virgin Atlantic Full timeDuty Manager - Customer Care - CrawleyJob details Salary: Competitive per annumHours: 3 on / 3 off (early, mid & night shifts ) Location: VHQ, CrawleyContract: 12 month Fixed Term Contract Closing Date: 3rd September ...
-
Duty Manager
3 weeks ago
Crawley, United Kingdom Virgin Atlantic Full timeDuty 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...
-
Care Manager
6 days ago
Crawley, West Sussex, United Kingdom ADELAIDE CARE LTD Full timeJob Title: Care ManagerWe are seeking a highly skilled and experienced Care Manager to join our team at Adelaide Care Ltd. As a Care Manager, you will play a vital role in providing high-quality homecare services that support the rights of clients to live the lives they choose.Key Responsibilities:Manage the day-to-day running of the branch, ensuring...
-
Care Manager
6 days ago
Crawley, West Sussex, United Kingdom ADELAIDE CARE LTD Full timeJob Title: Care ManagerWe are seeking a highly skilled and experienced Care Manager to join our team at Adelaide Care Ltd. As a Care Manager, you will play a vital role in providing high-quality homecare services that support the rights of clients to live the lives they choose.Key Responsibilities:Manage the day-to-day running of the branch, ensuring...
-
Duty Manager
4 weeks ago
Crawley, West Sussex, United Kingdom Virgin Atlantic Full timeDuty Manager - Customer Care - CrawleyJob details Salary: Competitive per annumHours: 3 on / 3 off (early, mid & night shifts ) Location: VHQ, CrawleyContract: 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...
-
Deputy Care Manager
2 weeks ago
Crawley, United Kingdom Adelaide Care Ltd Full timeDeputy Care Manager Role Purpose To provide high quality homecare services that support the rights of clients to live the lives they choose as far as they are able. The registered manager is directly accountable to the senior management team and to the regulatory body for domiciliary care, the Care Quality Commission. Flexible working as some evenings will...
-
Registered Care Manager
2 weeks ago
Crawley, United Kingdom Adelaide Care Ltd Full timeRegistered Care Manager Role Purpose To provide high quality homecare services that support the rights of clients to live the lives they choose as far as they are able. The registered manager is directly accountable to the senior management team and to the regulatory body for domiciliary care, the Care Quality Commission. Flexible working as some evenings...
-
Registered Care Manager
2 weeks ago
Crawley, United Kingdom ADELAIDE CARE LTD Full timeRegistered Care Manager Role Purpose To provide high quality homecare services that support the rights of clients to live the lives they choose as far as they are able. The registered manager is directly accountable to the senior management team and to the regulatory body for domiciliary care, the Care Quality Commission. Flexible working as some evenings...
-
Senior Care Manager
1 week ago
Crawley, West Sussex, United Kingdom ADELAIDE CARE LTD Full timeJob Description**Job Title:** Senior Care Manager**Job Summary:** We are seeking a highly skilled and experienced Senior Care Manager to join our team at Adelaide Care Ltd. As a Senior Care Manager, you will be responsible for providing high-quality homecare services that support the rights of clients to live the lives they choose as far as they are able.Key...
-
Senior Care Operations Manager
1 week ago
Crawley, West Sussex, United Kingdom Adelaide Care Ltd Full timeJob DescriptionJob Title: Senior Care Operations ManagerJob Type: Full-timeLocation: In personJob Description:Role Purpose:To provide high-quality homecare services that support the rights of clients to live the lives they choose as far as they are able. The Senior Care Operations Manager is directly accountable to the senior management team and to the...
-
Senior Care Operations Manager
1 week ago
Crawley, West Sussex, United Kingdom Adelaide Care Ltd Full timeJob DescriptionJob Title: Senior Care Operations ManagerJob Type: Full-timeLocation: In personJob Description:Role Purpose:To provide high-quality homecare services that support the rights of clients to live the lives they choose as far as they are able. The Senior Care Operations Manager is directly accountable to the senior management team and to the...
-
Deputy Care Manager
1 week ago
Crawley, West Sussex, United Kingdom Adelaide Care Ltd Full timeJob SummaryAdelaide Care Ltd is seeking a highly skilled and experienced Deputy Care Manager to join our team. As a Deputy Care Manager, you will play a key role in providing high-quality homecare services that support the rights of clients to live the lives they choose.Key ResponsibilitiesManage the day-to-day operations of the homecare branch, ensuring...
-
Care Manager
1 week ago
Crawley, West Sussex, United Kingdom Adelaide Care Ltd Full timeAbout Adelaide Care LtdWe are a leading provider of high-quality homecare services, dedicated to supporting the rights of clients to live the lives they choose. As a Registered Care Manager, you will play a vital role in ensuring the delivery of exceptional care and support to our clients.Key ResponsibilitiesBranch ManagementEfficiently manage the day-to-day...
-
Care Manager
6 days ago
Crawley, West Sussex, United Kingdom ADELAIDE CARE LTD Full timeJob DescriptionJob Title: Care ManagerCompany: Adelaide Care LtdJob Summary:We are seeking a highly skilled and experienced Care Manager to join our team at Adelaide Care Ltd. As a Care Manager, you will be responsible for providing high-quality homecare services that support the rights of clients to live the lives they choose as far as they are able.Key...
-
Care Manager
5 days ago
Crawley, West Sussex, United Kingdom ADELAIDE CARE LTD Full timeJob DescriptionJob Title: Care ManagerCompany: Adelaide Care LtdJob Summary:We are seeking a highly skilled and experienced Care Manager to join our team at Adelaide Care Ltd. As a Care Manager, you will be responsible for providing high-quality homecare services that support the rights of clients to live the lives they choose as far as they are able.Key...
-
Deputy Care Manager
1 week ago
Crawley, West Sussex, United Kingdom ADELAIDE CARE LTD Full timeJob Description**Job Title:** Deputy Care Manager**Job Summary:** We are seeking a highly skilled and experienced Deputy Care Manager to join our team at Adelaide Care Ltd. The successful candidate will be responsible for providing high-quality homecare services that support the rights of clients to live the lives they choose.Key Responsibilities:**Manage...
-
Customer Care Agents
1 week ago
Crawley, United Kingdom Red Sky Personnel Ltd Full timeRed Sky are currently looking for multiple Customer Care Agents at Gatwick Airport. Working as a member of the Passengers with Reduced Mobility (PRM) Team, you will be responsible for the transfer of PRM or those needing assistance from the aircraft to the terminal building or from the terminal building to the aircraft. Main Duties Always ensure that...
-
Registered Care Manager
1 week ago
Crawley, West Sussex, United Kingdom Adelaide Care Ltd Full timeRegistered Care Manager Role Purpose To provide high quality homecare services that support the rights of clients to live the lives they choose as far as they are able. The registered manager is directly accountable to the senior management team and to the regulatory body for domiciliary care, the Care Quality Commission. Flexible working as some evenings...
-
Customer Care Agent
3 months ago
Crawley, United Kingdom Wilson James Full time**BECOME** **Be Part of Something Amazing. Join Wilson James** As one of the UK's leading aviation managed service providers, we support in making airports safe, secure, and efficient with outstanding levels of customer service. Become a Customer Care Agent based at London Gatwick Airport. Working as a member of the Passengers with Reduced Mobility (PRM)...
