Ticket & Support Representative - Hounslow, London

Ticket & Support Representative - Hounslow, London

Salary: £29,444 plus shift pay and excellent benefits

Hours: Full Time (37.5 hours) 

Shifts: 04:00 - 23:00 (Monday - Sunday on a 4 on 2 off shift pattern)

Location: London Heathrow Airport

Contract: Permanent  

Closing Date: Thursday 20th June 2024

Please Note: Please apply soon. Due to the volume of interest in this role, we reserve the right to close applications early

In a nutshell

Are you passionate about providing outstanding customer service and ensuring a magnificent travel experience for our customers? If so, we have an exciting opportunity for you to join our team as a Ticket & Support Representative at Virgin Atlantic at London Heathrow airport, UK.  

At Virgin Atlantic, we pride ourselves on being the most loved travel company, and as a Ticket & Support Representative, you'll play a crucial role in ensuring that our customers' needs are fully met at every touch point. Your multitasking skills and ability to troubleshoot customer enquiries will be desirable, as you complete ticketing and check-in activities to the highest industry standards.  

Day to day You'll have responsibility around accurately reporting and accounting for all documents issued and revenue collected.

You'll also:  

• Lead by example as part of the Ticket & Support team, ensuring a consistent customer experience at all times
• Deliver exceptional customer service to both internal and external customers, consistently meeting defined service quality standards
• Ensure the operational readiness of our Ticket & Support areas, taking into consideration infrastructure, resources, and systems, to provide an excellent standard of service
• Follow all internal audit requirements regarding the collection of monies and the safekeeping of accountable documents
• Maintain service behaviours and standards that cultivate a high-performance culture
• Adhere to all corporate safety and security processes and procedures to meet or exceed regulatory standards and deliver an outstanding customer experience

About you

This is an exciting opportunity to work in a multifaceted and agile environment, where we'll support and develop you along the way! In addition, we're on the lookout for the following:  

• Previous experience working in a customer facing role with a strong focus on exceeding customer expectations
• Able to be flexible and deal expertly with the unexpected challenges that disruption brings
• Excellent communication and numeracy skills with a strong attention to detail
• Strong planning and organising abilities, ensuring efficiency in daily tasks
• Strong analytical and decision-making skills to evaluate situations and make informed choices
• Computer literate, proficient in Office applications (Word, Excel, PowerPoint)
• GCSE (or equivalent) in Maths and English at a standard level
• Knowledge of Term/Snapp systems is desirable
• Preferential experience in fares and ticketing, such as Amadeus  

Join our diverse team and be a part of delivering outstanding service to our valued customers. If you believe you have the passion, experience and skills required for this role, we'd love to hear from you!

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.