At a Glance
- Tasks: Monitor flight programmes and ensure effective communication to enhance customer experience during disruptions.
- Company: Join Virgin Atlantic, a leading airline known for its commitment to customer care and innovation.
- Benefits: Enjoy flexible shifts, potential for permanent position, and a supportive work environment.
- Other info: We celebrate diversity and encourage applications from all backgrounds.
- Why this job: Be at the heart of customer recovery, making a real impact in high-pressure situations.
- Qualifications: Excellent communication skills, conflict resolution experience, and knowledge of airline operations preferred.
The predicted salary is between 30000 - 42000 € per year.
Hours: Full time, 3 on 3 off shift pattern (3 x 07.00 - 19.00 followed by 3 days off, 3 x 19.00 - 07.00 followed by 3 days off, 3 x 11.00 - 23.00 followed by 3 days off) degree of flexibility is required
Contract: 12 Month Fixed Term Contract / Secondment (with the possibility of becoming permanent)
Closing Date: 31st July 2025
In a nutshell
Reporting into the Customer Care OCC Duty Manager, you will be responsible for monitoring our flying programme ensuring effective communication is had with stakeholders in order to protect the customer experience during times of disruption and mitigate EC261 claims. As the customer advocate you’ll ensure that we adhere to the IROP (Irregular Operation Policy) customer principles alongside compliance to consumer rights and regulations. You will be responsible for creating customer communications in line with the tone and style consistent with the Virgin Atlantic brand, whilst ensuring the Customer Centre and Airport teams are provided with regular updates to support with in-the-moment service recovery. You will be working alongside the Duty Manager with daily operational functions and at times will be required to deputise.
Day to day
- Support the Duty Manager with decision making across the department and jump to action based on the decisions made.
- Deliver clear communications, advice and direction to our customers, internal partners, and Joint Venture partners during and after IROPS or other customer service issues.
- Seek opportunities to improve customer experience though continuous improvement framework.
- Uphold and promote the IROP Customer Principles through the drafting and delivery of factual and effective communications on the Virgin Atlantic website and other contact channels.
- Co-ordinate with the wider Customer Care teams to identify opportunities where the customer experience can be enhanced.
- Be the 24/7 designated employee responsible for consumer rights and welfare in accordance with EC261 and US 14CFR ensuring we operate, deliver, and justify our actions within the various legal frameworks during flight disruptions.
- Monitoring the flying programme with an Operations Management System whilst having an awareness of DoT ruling for U.S Tarmac Delays.
- Supporting all areas of the business, accountable for issuing decisions to resolve individual complaints & issues throughout all stages the customer journey.
- Oversee and process eligible flights for EC261 Compensation, drafting high quality responses to be used by the Customer Care team when dealing with claims or complaints.
- Inform and escalate any online activity that may jeopardise Virgin Atlantic business, reputation, or brand to the Press office
- Play a pivotal role in our company response to an Elevated, Amber or Red activation status.
About you
Based within the Operations Control Centre (OCC), this is a fantastic opportunity for someone who is consistently and objectively able to assess a given set of circumstances to be at the centre of customer recovery. Do you have a natural ability to empathise and assist people in high pressure and ever-changing situations, along with the skills and experience below?
- An excellent communicator, with conflict resolution skills, able to ‘think on your feet’.
- Have the literacy skills the ability to create clear customer communications in daily and IROP scenarios in a time pressured environment.
- A highly motivated, positive individual with high personal standards.
- Inquisitive and curious to understand the business and its strategies to seek and implement improvements to the customer journey.
- Able to take directions readily and be proactive with a forwarding thinking attitude.
- Preferably, experienced in Airline customer rights including an understanding of all the significant legislation including EC261, US 14CFR and the Montreal Convention.
- Have airline operations knowledge with an in-depth understanding and ability to navigate airline reservations, loyalty and service recovery systems.
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, ( [emailprotected] ) feeling confident that we’ve got your individual considerations covered.
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#J-18808-LjbffrSpecialist – Customer Care OCC in Crawley employer: Virgin holidays
At Virgin Atlantic, we pride ourselves on being an exceptional employer, offering a dynamic work culture that values collaboration and innovation. Our commitment to employee growth is evident through continuous training opportunities and a supportive environment that encourages personal development. Located in the vibrant Operations Control Centre, our team enjoys a unique blend of flexibility and the chance to make a real impact on customer experiences, all while being part of a diverse and inclusive workforce.
StudySmarter Expert Advice🤫
We think this is how you could land Specialist – Customer Care OCC in Crawley
✨Tip Number 1
Familiarise yourself with the IROP (Irregular Operation Policy) and EC261 regulations. Understanding these policies will not only help you in interviews but also demonstrate your commitment to customer rights and welfare, which is crucial for this role.
✨Tip Number 2
Showcase your conflict resolution skills by preparing examples from your past experiences where you've successfully managed high-pressure situations. This will highlight your ability to think on your feet, a key requirement for the Specialist – Customer Care OCC position.
✨Tip Number 3
Network with current or former employees of Virgin Atlantic to gain insights into the company culture and expectations. This can provide you with valuable information that you can use to tailor your approach during the application process.
✨Tip Number 4
Demonstrate your proactive attitude by researching recent developments in airline operations and customer service trends. Being knowledgeable about the industry will show your enthusiasm and readiness to contribute to the team.
We think you need these skills to ace Specialist – Customer Care OCC in Crawley
Some tips for your application 🫡
Understand the Role:Before applying, make sure to thoroughly read the job description for the Specialist – Customer Care OCC position. Understand the responsibilities and required skills, especially around customer communication and conflict resolution.
Tailor Your CV:Customise your CV to highlight relevant experience in customer service, particularly in high-pressure environments. Emphasise any knowledge of airline operations and consumer rights legislation like EC261 and US 14CFR.
Craft a Compelling Cover Letter:Write a cover letter that showcases your communication skills and ability to empathise with customers. Use specific examples from your past experiences that demonstrate your problem-solving abilities and how you’ve improved customer experiences.
Proofread Your Application:Before submitting, carefully proofread your application materials. Ensure there are no spelling or grammatical errors, as clear communication is crucial for this role. A polished application reflects your attention to detail.
How to prepare for a job interview at Virgin holidays
✨Understand the Role and Responsibilities
Make sure you thoroughly read the job description and understand the key responsibilities of the Specialist – Customer Care OCC role. Be prepared to discuss how your skills and experiences align with the specific tasks, such as monitoring the flying programme and ensuring effective communication during disruptions.
✨Showcase Your Communication Skills
As this role requires excellent communication abilities, be ready to demonstrate your skills in both verbal and written formats. Prepare examples of how you've effectively communicated in high-pressure situations or resolved conflicts, as these will be crucial in your interview.
✨Familiarise Yourself with Relevant Legislation
Since knowledge of consumer rights and regulations like EC261 and US 14CFR is essential, brush up on these laws before your interview. Being able to discuss how they apply to customer care scenarios will show your preparedness and understanding of the industry.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving and decision-making skills. Think of examples from your past experiences where you had to act quickly to resolve customer issues or improve their experience, and be ready to share these stories.
