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What makes our Contact Centre so special?

Virgin Holidays’ dynamic, supportive, fun and vibrant Contact Centre is packed full of outgoing and friendly people. Every successful Contact Centre reflects the people who work in it and our Contact Centre is no exception to this rule, it really is our people that make the difference.

Join our Travel Contact Centre in Crawley, West Sussex and you’ll be part of a travel team that sell inspiring destinations, be it fun holidays to Florida, relaxing beach breaks in the Caribbean, or enriching experiences within our cruise programme all whilst working as part of a fun team.

How is our Contact Centre team essential to Virgin Holidays?

Our Contact Centre team help our customers get their perfect holiday, identifying opportunities to enhance our customers’ holidays at every stage, and so are crucial to our business. To succeed in this team, you’ll need to be a great communicator with a pro-active approach and high attention to detail, with the flexibility to work varied shift patterns with a range of hours.

We’re not looking for experts in the travel industry, although it will, of course, help if you are. Whether you’re new to working in a Call Centre, or a seasoned pro, we’ll help you reach your potential.

Tell me more about working in Virgin Holiday’s Contact Centre?

This role requires you to be resilient in a very busy environment, where you will need to deliver a brilliant customer service from the first to the last call of the day. There are no set targets in relation to managing an average number of calls per day.

However, this is a targeted environment and you will be asked to sell products that range from package holidays to a variety of ancillary type services such as theme park tickets and car hire, to offering exceptional service levels.

We offer inbound contact centre jobs and therefore there is no cold calling required. The initial training will be between 4 to 6 weeks in duration, but our training never stops just like the industry we are in!

What training can I expect?

Our customers expect our Advisors to be travel specialists, which is why we offer an exceptional, dedicated training course to ensure all our new starters are experts in the products we sell and are fully equipped to take their first call. The course duration is approximately 4 to 6 weeks, but your training doesn’t stop there as you will continue to receive regular product training. This includes familiarisation trips to the key resorts and destinations that we sell so you’ll soon feel like an expert in your field.

What career progression is on offer?

We have a variety of exciting roles within our Contact Centre and it’s a great place to work if you’re looking for career progression. We set high standards here but if you’re self-motivated, alongside being passionate about hitting targets, then this is the place to be.

We have recently just launched a Level 3 qualification with the ILM for Leadership and Management for a selection of our internal staff in Crawley. This provides our employees with the stepping-stones to a career in management.

Below are just a few of the Contact Centre jobs you’ll find at Virgin Holidays:

Personal Holiday Advisor Jobs

Our Personal Holidays Advisors are the voice of Virgin Holidays. You’ll be taking a variety of calls, answering queries, and providing travel advice and quotes to help our customers get the dream holiday they always wanted. On every call, you will offer the highest quality service and overcome barriers, whilst always working towards and hitting personal sales targets.

Service Consultant Jobs

As a Service Consultant you will need exceptional knowledge of our products and processes alongside out-of-the-box thinking and top communication skills. Your natural flair for service recovery could make a massive difference to our customers when we haven’t got something right.

People Coach Jobs

Within this your role you’ll be responsible for supporting the Area Managers with the management and sales performance of our people. Day to day you’ll be delivering robust, effective performance management reviews with a consistent approach, whilst also being the first point of contact for all employee questions.

You will need to be fanatical about improving the team’s performance by being proactive with regular call listening, followed up with regular feedback and coaching. You will identify performance trends and suggest, recommend and implement initiatives and plans that drive sales improvements within our teams.

Area Manager Jobs

Our Area Mangers are responsible for the day to day operational delivery of specific destination areas in our Travel Contact Centre, whilst being accountable for our sales and pre-departure service objectives. To be a successful Area Manager at Virgin Holidays, you will have excellent leadership skills to manage and inspire our sales professionals on a day to day basis.

Contact Centre Manager Jobs

As a Manager, you’ll motivate our people whilst delivering strategic and operational targets. By leading your team, you’ll support our company objective to become the number one tour operator for customer experience.




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