Virgin Atlantic is coming to Swansea! This is an exciting opportunity to join our new contact centre operation as a Customer Service Advisor. You will be the frontline of Virgin Atlantic, taking inbound enquiry calls from existing customers and Flying Club (frequent flyer) members. It will be your role to make each customer feel special by identifying their needs and providing the best customer experience that Virgin Atlantic's customers have come to expect and maximising revenue at every opportunity. It's these skills that make our people the winning differentiator.
Taking inbound calls from customers, ensuring that individual performance targets for revenue, ancillary sales and call quality are met or exceeded.
Maximising productive 'phone time' through achievement of calls per hour targets.
Bring the Virgin Atlantic products to life and promote the Virgin Atlantic experience to all customers in a positive and enthusiastic manner.
To be aware of any product enhancements or changes and to understand any specific promotions or advertising campaigns and their objectives.
Adhering to company policies and procedures when dealing with challenging customer queries and problems.
To behave in a professional and effective manner when dealing with customers to provide a first class service.
To be flexible and adaptable when required in order to assist with sales and service calls from other locations around the Virgin Atlantic business.
To attend and participate in team meetings and briefings.
Play a full and active role in the Contact Centre customer experience programme, ensuring that you are continually developing and learning.
Proven customer service experience is essential.
Educated to GCSE level or equivalent
Previous experience working in a target driven environment is an advantage
Excellent communication skills with the ability to question customers confidently
Ability to work accurately, whilst under pressure
Proven ability to build rapport with customers and the ability to manage challenging people scenarios.
An aptitude to learn
As well as enjoying a fun and friendly place to work, we will offer you some fantastic benefits for you, your friends and family to enjoy. This includes top-notch training and development to help you reach your potential, a contributory pension scheme, private medical insurance, Virgin Group discount scheme and the opportunity to visit our great destinations with some unbeatable travel discounts and offers. (After successful completion of your 6 month probationary period)
Our recruitment process
Our dedicated recruitment team will initially consider your skills and experience based on your CV and application questions that you will be asked to complete.
If you're able to show us that you have the necessary skills and experience, we'll ask you to book in for a telephone interview where one of our team will chat to you more about your experience and what you can bring to our team.
If successful, you'll be asked to attend the final stage of the recruitment process and come along to one of our assessment centres in Swansea. This will involve a group exercise, role play scenario, interview and the opportunity to find out more about the role and our great company.
Our new office is located in Alexandra House, opposite Swansea railway station. There is no on-site parking, however we will be offering subsidised parking at city centre car parks for those who intend to drive to work.
Since Virgin Atlantic was founded in 1984, we've become the UK's second largest carrier, we fly to some of the world's major cities...