Global Ticketing Specialist

3 months ago

Crawley, United Kingdom Virgin Atlantic Full time

**Job Details**:
**Salary**:u202FCompetitive

**Hours:u202F**Full Time - 3 on 3 off shift pattern including day & night shifts

**Location**: On Site at our VHQ Crawley, West Sussex

**Contract**:u202FPermanent

**Closing Date**:u202FMonday 29th May

**In a nutshell**:
At Virgin Atlantic, our purpose is to ensure everyone can take on the world. Our vision is to be the most loved travel company. To achieve both, we're harnessing our spirit of entrepreneurship and innovation to reimagine the world and create thoughtful experiences that feel beautifully different at every opportunity.

Our people are game changers who see the world differently. Acting as a loud and proud voice for positive change for our people, places, and the planet, they're not afraid to roll up their sleeves to take on the big things while never forgetting the importance of the small details. So, if you're ready to take your career to new heights, read on.

Ever wondered what it's like to work in the Operation Control Centre (OCC). Well, we have a phenomenal opportunity, to play a key part in supporting our Customer Teams in the event of major flight disruption. This could include unplanned aircraft changes, delays, or cancellations.
- As our new Specialist - Global Ticketing Services (GTS) - Customer Care OCC you'll work at pace to complete ticket issuance, reissues, and crucial daily tasks, whilst supporting our global airports with complex ticket issues and provide customer forecasting and real-time route analysis to key OCC collaborators.

**Day to day**:
Some of your key responsibilities in this role will be:

- Handling incoming calls from Airport Duty Managers and Station Managers regarding any issues relating to flights or aircraft changes.
- Highlighting issues during an IROP (Irregular Operations) event, or as and when needed within the OCC.
- Providing inventory information for the OCC during IROP so that an informed decision on customer experience, re-protection options and business impact can be made.
- Sourcing other airline seats for re-protection and ensuring the most cost-effective solutions are achieved.
- Co-ordinating resources during disruption to ensure all passengers are contacted, documentation is amended, and accurate records are kept.
- Completing out of hours aircraft changes when required.
- Co-ordinating and utilising our in-house automated rebooking system to re-protect our customers following a cancellation.
- Evaluating customer impact and making decisions on down-grading or up-grading passengers due to differing aircraft types when we action aircraft swaps.
- Supporting any ticketing related requests or issues, resolving these in a timely manner. Supporting tactical decisions on how to combat any spikes in calls to GTS.
- Look for ways to provide continuous improvement to processes and legacy procedures to encourage the team to work smarter and more efficiently.

**About you**:
Do you thrive working in a fast-paced environment and have excellent time management skills? Do you have experience of making decisions that balance the needs of the customer and the business?
- In addition to the above we're looking for:

- Preferable knowledge of Air 4 (VS Term / AXIS) and Amadeus
- A customer centric individual who is able to communicate effectively to influence both internal and external customers.
- Someone who can work in a calm and pressured environment, with the ability to prioritise demanding and often individual workloads, which are often time critical.
- Fares and or Ticketing IATA knowledge
- If the above sounds like you, then we'd love to hear from you

**Be yourself**:

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