Customer Service Adviser

**Customer Service Advisor ( Hybrid working )** Fancy working at **Virgin Experience Days**? We’re always on the lookout for amazing people to join our friendly team. There’s never been a better time to come aboard. We’re ambitious and innovative, small and agile, and supercharged by the Virgin brand. With significant growth plans, this is your chance to get stuck in and put your stamp on the future of the business. You’ll discover an evolving culture that’s full of energy, development opportunities and perks (cocktails, anyone?). We’re out of town, with all the exuberance of a city firm and a product that’s inherently packed with excitement. So, if you want to learn,work hard, and play hard too - we’d love to hear from you. Don’t just take our word for it, have a look at what our people think: [video link] **Why we want you** We’re looking for a Customer Service Advisor to join our Customer Service team. The Customer Service team are the face and voice of Virgin Experience Days, the customer’s main point of contact. We’re here when the customer needs us, empathetic and compassionate,excited to help. We’re problem-solvers, we know our work is a make-or-break moment for the customer. We represent a brand built on Heartfelt Service, so the stakes are high, and we’re committed to delivering. Working with the Customer Service Team Leader we need you to help us: Hit your KPIs of 80-90 contacts a day, 80% satisfaction score and 80% quality monitoring score Ensure all assigned tickets are responded to in line with set SLA’s Liaise with the other departments of the VED team to resolve our customers queries Assist and guide the customer where possible to maximise on sales and upgrades Be an ambassador for VED at all times, keeping communication open and friendly to maintain a heartfelt service As well as individual KPIs, positively contribute to the overall department Customer Satisfaction Score Escalate any unresolvable complaints or supplier issues to Team Leaders or Escalated Care team Own your tickets from beginning to end, to give our customers a seamless journey, with the exception of days off where you should ensure you have coverage for anything that requires action A little ad hoc admin Training new starters **What you’ll need**: Excellent communication skills, both verbal and written A good understanding of social channels The ability to work with multiple systems An empathetic approach A positive and proactive attitude Problem solving skills The ability to own it - the end to end customer journey, knowing when to go outside of usual process Organisational skills to self-manage your workload whilst keeping service levels high **What’s in it for you?** Competitive salary Discretionary annual bonus Opportunities to try our experiences for free Friends and family discount Virgin Tribe Membership Flexible working The View from the Shard free entry for you and your plus one **Our Purpose at Virgin Experience Days** Ordinary is everywhere, because it’s easy. But we go further, striving for extra at every turn. We look after the small details, we think about the big picture, and we piece it all together to create something really, really special. Our products positively glow with it, transporting our customers to the most incredible worlds. Together with our partners, we open doors to ?ve-star hotels, and unlock Michelin-starred menus. We have you driving Ferraris, jumping out the skywe have you?ying World War II warplanes. We know there’s no one size ?ts all for extraordinary, so look a little closer and you’ll discover we’re extraordinary to the core. We champion each other and care about our environment for an extraordinary workplace. We surprise and delight for extraordinary customer relationships. We work hard and smart for extraordinary outputs. All this means we can hire extraordinary people whokeep bringing it, keep improving, keep sprinkling that extraordinary magic dust."