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Lee- Duty Office

Tell us about yourself?

I’ve joined Virgin Holidays having worked for another travel company for over a decade, doing a variety of roles in resort, in the air and within retail. I knew it was time for a change but equally I was apprehensive about joining another travel organisation when I had built up such a wealth of knowledge. Upon joining Virgin all of the worries melted away, the team are fantastic and have been so welcoming, and actually all the knowledge and experience I’ve brought with me has helped endlessly.

What does your role involve?

Working in the Duty office, we are here 24/7 to support our customers post departure. The team work 12 hour shifts on a rota to ensure there is always someone here to deal with any queries or issues our customers have. Requests vary from accommodation changes, complaints or upgrades, to resort issues like minor hotel incidents, fires, hurricanes through to major events.

We often need to seek out different areas of the business for support when major incidents happen, it can be an absolute whirlwind (hurricanes definitely make you busy), but equally we have fun and keep the customer at the heart of what we do.

What do you enjoy most about your role?

It sounds awful but I really enjoy when we have major issues, as I enjoy the service delivery piece for customers at what can be a really distressing time. Recently we had an issue which meant a cruise ship was cancelled, and a family of 9 were already on route to fly out to destination. It was a huge liaising situation, speaking with lots of different teams but in the end we managed to find a great alternative with minimal disruption to the customer. I really like to go above and beyond and go the extra mile to retain customers.

What has been your best memory so far at Virgin Holidays?

On our charity fancy dress day, I came into the office dressed as a nun and went round the office collecting money! Aside from looking really silly we raised lots of money for our corporate charity WE, and I did win best dressed on the day!

How would you describe the culture at Virgin Holiday?

Since joining I have had regular meetings with my manager and feel like my manager cares about my development and mapping how I can develop moving forward, e.g. spending time with other departments to understand how we can all work better to develop myself but also do a better job for the customers. The benefits are great too.

Recognition is alive here, recently I received a High Flyers nomination award which recognises people for the hard work that they put into their roles and it’s something across the whole of the Virgin Holidays estate. I also received the Value Champion, for the great comments and feedback that I have received from the customers.

What would your advice be to anyone thinking of joining Virgin Holidays?

Make the jump, you’ll work hard but there is a great vibe so just go for it. I was sceptical, but I’ve found the experience to be really authentic and has brought me new opportunities to work hard and have fun. The flight benefit is such a great opportunity and you’ll be booking your first trip before you know it!

Destination insider tip?

My top Thai tip is explore and visit different places. It’s tempting to base yourself in one hotel but by getting a multi-centre you’ll see so much of the vast variety and beauty that Thailand has to offer. Plus take advantage of staff travel they have such great knowledge to share with you.

Career Opportunities at Virgin Holidays

People are central to Virgin Holidays’ success and if you’re interested in joining us we have a wide range of roles available from Apprenticeships to Leadership Roles as well as amazing learning and development opportunities.

Click here to find out more about opportunities within Operations at Virgin Holidays

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