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Job Details

Location: Location split between working from home and working in Swansea, SA7 9EQ (more details below)
Contract: Permanent
Closing Date: Sunday, 24th October 2021
Salary: £18,050 rising to £19,035 after successful completion of probation, plus excellent benefits & Shift allowance
-15% of your hourly rate for hours worked between 8pm-11pm
-20% of hourly rate for hours worked between 11pm - 6am
Contracted Hours: Full-time basis on an annualised hours contract.
Shifts: We are recruiting for the following shift patterns,
- Monday - Sunday between 7am-11pm
- Monday - Sunday between 6pm -7am
See below for more details on annualised hours.

In a nutshell

We’re delighted to be flying back to the US from November, and cannot wait to welcome our customers back onboard, flying them safely to their favourite US destination. The US has been our heartland for more than 37 years since our first flight to New York City in 1984. We are simply not Virgin without the Atlantic.

Having the right people is the magic to creating success – so we’re looking for someone awesome to join our team and help us achieve our vision “To be the most loved travel company.” Perhaps that’s you? We’d love to find out.

Day to Day
Some of the key responsibilities for our advisors are:
• Handling inbound messages from new and existing customers on our digital channels (WhatsApp/SMS, email, and Social Media), booking flights, assisting in any queries, and engaging with our frequent flying members.
• Offering our customers irresistible, effortless, and memorable experiences, providing advice and guidance to help them find the right product that suits their needs.
• Ensuring high levels of attention to detail and providing accurate information, to minimise the need for the customer to contact us again.
• Maximising revenue at every opportunity, by listening to customers and their needs.
• Working towards monthly sales, productivity, and customer satisfaction targets.
• Attending and contributing in team meetings and briefings. Sharing and receiving best practice with colleagues.
• Proactively ensuring that your individual coaching objectives are met and that your skill levels are constantly developed.

About you

Would you love to be on the journey with us, welcoming our customer’s back to the skies, booking their trips of a lifetime, and delivering the amazing experiences that we are known for?
To be successful in this role you will need to have
• Excellent written and verbal communication skills
• The ability to multitask and work efficiently
• Significant experience in Customer Service
• A sufficient and safe environment to work from home for 60% of your working hours
• Self-motivation, with the ability to confidently work independently
• Confidence with technology – we will train you in the systems we use, but sound experience in navigating a laptop and the internet is essential.
Covid-19 has presented us with a unique opportunity for our teams to work more dynamically than ever before. Our people work 60% of their time at home, and 40% in the office at Pobl house in Llansamlet, Swansea. As an example, on a 5-day working week, this equates to 3 days at home and 2 days in the office. However, once you are fully developed in role, we are prepared to increase the amount of homeworking if this is your preference.

Please note that in the for the first four weeks after training has ended, you will be required to work in the office for a minimum of two days per week to ensure you are supported whilst new to role.
We know sometimes technology can be temperamental, so one stipulation we do have is that you reside close enough to Pobl House to be able to get to the office and continue your shift if you experience any technical difficulties at home.
You will be employed on a full-time basis on an annualised hours contract, which means that there are no set shifts each week. You will be contracted to work 1,950 hours across 12 months, and the number of hours that you work each week could be flexed up or down to meet the demands of the business (however your basic salary will remain the same each month). You will be able to view your shift pattern for the whole year and, if we need to shorten or lengthen your shift, we will give you 28 days’ notice to do this*. The shortest shift you could be scheduled to work is 4 hours, and the longest is 10.5 hours. Our people enjoy the flexibility of knowing that when work is quiet, they are scheduled additional time off without using any annual leave. We are happy to answer any questions you have about annualised hours contracts during the application process.
Our training now has a blended approach, some of which will be digitalised and completed at home, combined with classroom-based learning. But don’t worry, you will be supported throughout the training course by one of our amazing Customer Centre trainers.
If this sounds like you, we would love to hear from you!
Be yourself - Our differences make us stronger
Virgin Atlantic are committed equal opportunities employers and positively encourage applications from suitably qualified and eligible applicants regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy and maternity. Diversity brings strength which is why we strive to provide an inclusive environment where individuality is celebrated, and we can ignite the potential of our forward-thinking mix of people.

Please be aware as part of our recruitment process we may look to use a variety of resourcing tools to help us understand your skills and experience in relation to the role you have applied for. These may include application questions, video interviews or online testing. Please feel free to contact us at recruitment@fly.virgin.com if there are any reasonable adjustments to our process that you would like us to consider, for example use of hearing loops, sign language interpreter etc. Please don’t hesitate to reach out if there are any issues preventing you from being at your best during your application or assessment process. Any issues raised after your assessment is completed or once a decision has been made will be too late for us to consider within our process.

You'll be assessed against our values for a selection of your interview process, learn more about them here: Our Values