Advisor - Customer Care & Claims

3 weeks ago


Swansea, United Kingdom Virgin Atlantic Full time

Swansea, Crawley

Fixed Term

Competitive

12-05-2024

Job Details

Salary: Competitive

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

Shifts: Roster includes 50% weekend working over a 4-week shift pattern

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

Be yourself

Additional information



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