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For Companies At a Glance
- Tasks: Help customers resolve complaints and claims with empathy and efficiency.
- Company: Join Virgin Atlantic, a leading airline known for its commitment to customer care.
- Benefits: Enjoy flexible working hours, hybrid remote options, and a supportive team environment.
- Why this job: Make a real impact by restoring customer confidence and being a brand ambassador.
- Qualifications: Strong phone skills, negotiation abilities, and a proactive approach to problem-solving are essential.
- Other info: We celebrate diversity and encourage applications from all backgrounds.
The predicted salary is between 28800 - 42000 £ per year.
3 weeks ago Be among the first 25 applicants
Job Details
Salary: Competitive
Hours: Full time and Part time available
Location: Hybrid remote working with office days based at Pobl House in Swansea
Contract: 12 month contract
Closing Date: 9th June 2025
We understand that typical office hours don’t suit everyone. Which is why we are open to flexible working patterns in our Customer Care team, providing opportunities to tailor your schedule around your home life. Speak to us in your interview about your requirements and we will consider if we can accommodate your request.
In a nutshell
Our Customer Care and Claims Advisors are the keepers of Customer Confidence. When things haven\’t gone to plan, they sweep in and save the day. With one outbound call, they show just how much we care. Actively listening, handling objections with empathy, and turning frustration into reassurance. Their knowledgeable and efficient problem-solving skills ensure complaints are resolved on first contact, while also addressing any concerns along the way.
By getting to the heart of the issue, overcoming doubts, and preventing future problems, they build trust and let our customers know we are only ever a quick phone call away!
Day to day
- Investigate, research, and respond to all incoming complaints and claims, primarily by phone but also in writing, ensuring a thorough and empathetic approach.
- Manage objections and overcome barriers by confidently handling difficult conversations, addressing concerns, and working towards a fair resolution.
- Assess the value of complaints or claims and make appropriate compensation offers using the guidance tools provided, aiming for first contact resolution to prevent escalations.
- Use your initiative to identify trends, recognise areas for improvement, and provide feedback to management.
- Approach complaint handling with diligence, protecting the Virgin Atlantic brand while restoring customer confidence and loyalty.
- Handle specialist cases, including EC Care, Personal Injury, and Baggage claims, with accuracy and care.
- Resolve issues at the source to prevent repeat complaints, always striving for continuous improvement in customer experience.
About You
Do you love helping customers whilst empathising with their situation? Do you get a buzz from a job well done and take pride in being a brand ambassador?
In addition to the above we\’d love you to have:
- A great phone manner and the confidence to have open conversations with our customers.
- Strong negotiation skills and the ability to objectively assess situations, ensuring a satisfactory outcome for both the customer and the business.
- A proactive approach to resolving complaints on first contact and fixing problems at the source to prevent future issues
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? Click here
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.
Apply now
Seniority level
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Seniority level
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Employment type
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Employment type
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Industries
Airlines and Aviation
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Customer Care and Claims Advisor employer: Virgin Atlantic Cargo
Contact Detail:
Virgin Atlantic Cargo Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care and Claims Advisor
✨Tip Number 1
Familiarise yourself with Virgin Atlantic's values and customer service philosophy. Understanding their approach to customer care will help you align your responses during the interview, showcasing that you are a good fit for their team.
✨Tip Number 2
Practice handling difficult conversations by role-playing with a friend or family member. This will help you build confidence in managing objections and responding empathetically, which is crucial for the Customer Care and Claims Advisor role.
✨Tip Number 3
Research common customer complaints in the airline industry and think about how you would resolve them. Being prepared with examples of how you would handle specific situations can demonstrate your proactive approach during the interview.
✨Tip Number 4
Showcase your negotiation skills by preparing examples from past experiences where you successfully resolved conflicts or reached satisfactory outcomes. This will highlight your ability to assess situations objectively, a key requirement for this position.
We think you need these skills to ace Customer Care and Claims Advisor
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and claims handling. Use keywords from the job description, such as 'empathy', 'problem-solving', and 'negotiation skills' to demonstrate your fit for the role.
Craft a Compelling Cover Letter: In your cover letter, express your passion for helping customers and your ability to handle difficult conversations. Share specific examples of how you've resolved complaints or improved customer experiences in previous roles.
Showcase Your Communication Skills: Since the role requires a great phone manner, consider including a brief section in your application that outlines your communication style. Mention any relevant training or experience that showcases your ability to engage with customers effectively.
Highlight Flexibility and Adaptability: Given the hybrid working model and flexible hours, emphasise your ability to adapt to different working environments and schedules. Mention any previous experience with remote work or flexible hours to show you can thrive in this setting.
How to prepare for a job interview at Virgin Atlantic Cargo
✨Show Your Empathy
As a Customer Care and Claims Advisor, empathy is key. During the interview, share examples of how you've handled difficult customer situations in the past, demonstrating your ability to listen actively and respond with understanding.
✨Demonstrate Problem-Solving Skills
Be prepared to discuss specific instances where you resolved complaints or issues on the first contact. Highlight your proactive approach and how you identified solutions that benefited both the customer and the business.
✨Practice Your Phone Manner
Since this role involves a lot of phone communication, practice your phone manner before the interview. Ensure you sound confident and approachable, as this will reflect your ability to engage with customers effectively.
✨Ask About Flexibility
The company values flexible working patterns, so don't hesitate to ask about this during your interview. This shows that you're interested in finding a work-life balance that suits you, which aligns with their values.
