Customer Support Roles
Our Customer Team members are more than a voice on the phone; they’re experts and ambassadors for our brand. Consistently delighting our customers and looking after them at each point of their holiday is what our Customer Team is all about. Our strategy is focused on delivering a strong competitive advantage through service in tune with our Virgin Holidays brand values.
To work in our Customer Support department you’ll need to enjoy solving problems alongside having excellent communication and service skills. Whilst previous experience in a similar working environment is an advantage, we’ll provide excellent ongoing training in an atmosphere that’s fun, focused and professional.
Here are a few examples of the job roles you’ll find within our Customer Support team:
Once our customers book their holiday our Customer Services team are responsible for looking after everything pre-departure, this includes making sure that invoices, tickets and other useful information are despatched in an accurate and timely manner.
The team also look after individual requests from customers; this could include handling queries regarding existing bookings, upgrading hotels, dealing with cancellations and providing general destination information. Our Service Consultants relish the opportunity to make a difference and create a personal and positive customer experience every time.
If a complaint is received, our Customer Relations Team are trained to do everything possible to put it right.
Roles you will find within this department are:
Customer Relations Consultants – responsible for responding to incoming correspondence, delivering outstanding customer service and processing all recoverable funds from our suppliers as a result of customer complaints.
Customer Relations Investigators – deal with all aspects of a customer’s holiday upon their return, with the aim of maximising customer satisfaction with minimum cost to the business.
Customer Relations Manager – accountable for the day to day operation, leadership and management of the Customer Relations team. Leading a team to achieve outstanding advocacy from our customers through our Net Promoter scores is a key to this position.
In addition to our pre-departure service team, our overseas in-resort Reps and Destination Managers help customers to plan and get the most from their holiday. They help our customers by providing recommendations about the trendiest restaurants, best beaches or the hottest local tours and attractions offering support and advice at every point.