Advisor - Customer Care & Claims

4 weeks ago

Crawley West Sussex, United Kingdom Virgin Atlantic Full time

Location: Swansea or Crawley - Hybrid 2-3 days per week in the office

Contract: 12 Month Fixed Term Contract or Secondment

Hours: Full Time 37.5 hours per week, Monday-Sunday 08:00-18:00

Closes: Sunday 12th May 2024

In a nutshell

At Virgin Atlantic, we're looking for exceptional individuals to join our team as Customer Care and Claims Advisors. In this role, you will have the opportunity to be the hero for our customers when things haven't gone according to plan. With your knowledge, efficiency, and passion for doing the right thing, you will respond to and resolve complaints on first contact, building trust and letting our customers know that we are always there for them.

Day to day

What you'll do:

  • Investigate, research, and respond to all incoming complaints and claims, primarily by phone, but also in writing
  • Evaluate the importance of the complaint or claim, offering suitable compensation by utilising the provided guidance tools to prevent any further complaints, while prioritising the achievement of a resolution during the initial contact
  • Use your initiative to recognise areas of improvement and provide feedback on any trends to management
  • Be diligent in your approach to complaint handling, striving to protect the Virgin Atlantic brand and retain customer confidence
  • Handle specialist correspondence such as EC Care, Personal Injury, and Baggage claims
  • Look to resolve issues at the source to prevent repeat complaints and continuously improve our services
About you

Do you love helping customers while empathizing with their situation? Are you passionate about delivering exceptional customer service and being a brand ambassador?

In addition, we'd love you to have:

  • A great phone manner, with confidence in picking up the phone and discussing customers' complaints openly with them
  • The ability to negotiate and objectively assess a situation to bring it to a satisfactory close for both the customer and the business
  • A drive to resolve complaints upon first contact and fix problems at their root cause
  • Experience in complaint handling and/or airline knowledge would be advantageous
  • Intermediate proficiency in using laptop computer systems and navigating various software applications
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, ( recruitment@fly.virgin.com) feeling confident that we've got your individual considerations covered.

Additional information

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 a virtual interview with an assessment.

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