Advisor Customer Care & Claims - Gatwick, Crawley

Advisor Customer Care & Claims - Gatwick, Crawley

Location: Swansea or Crawley - hybrid 3 days per week in the office 

Contract: Permanent or 12 Month Secondment/Fixed Term Contract

Hours: Monday-Sunday 08:00-18:00 contracted hours, Full-time basis on an annualised hours contract. Average hours per week 37.5 with a typical shift being 09:00-17:00 or 09:30-17:30.

We also offer the possibility of colleague shift swaps depending on department cover to ensure we're being as flexible as possible. Current working roster includes 50% weekend working over a 4-week shift pattern (subject to change with advance notice).

Closes: Sunday 10 March 2024

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 that they really do care deeply about our customers and use their knowledgeable and efficient problem solving skills to respond and resolve complaints on first contact. Getting to the heart of the issue and avoiding the situation happening again - building that trust and letting our customers know we are only ever a quick phone call away!

We all know handling complaints isn't always going to be easy, but with passion and the drive for doing the right thing, you'll be a huge success. All advisors are empowered to solve customer complaints whilst working within a vibrant and supportive team that will provide continuous development to help you perform at your best.

Day to day

What you'll do:

• Investigate, research, and respond to all incoming complaints and claims, primarily by phone, but also in writing
• Assess the value of the complaint or claim, making an appropriate offer of compensation using the guidance tools provided to avoid complaints being escalated. Focusing on a first contact resolution
• Use your initiative to recognise areas of improvement and feedback any trends to management
• Be diligent in your approach to complaint handling you will strive 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 source to stop repeat complaints, always striving to deliver continuous improvement

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, we'd love you to have:

• A great phone manner, 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 source
• Experience in complaint handling and/or airline knowledge would be advantageous

So, what do you say? If you're ready to take your career to new heights, we'd love to see your application!

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, feeling confident that we've got your individual considerations covered.