Customer Operations OCC Specialist: Virgin Atlantic

Location

Crawley, West Sussex | United Kingdom

Job description

Job Details

• Salary: Competitive  
• Hours: Full time, 3 on 3 off shift pattern (3 x 07.00 - 19.00 followed by 3 days off, 3 x 19.00 - 07.00 followed by 3 days off, 3 x 11.00 - 23.00 followed by 3 days off)
• Location: The VHQ, Crawley
• Contract: 6 month fixed term contract
• Closing Date: 18 March 2024   

In a nutshell

At Virgin Atlantic Airways, we believe that everyone can take on the world, and it's our vision to become the most loved travel company. As we embark on this next exciting stage of our journey, we're harnessing our spirit of entrepreneurship and innovation to challenge the status quo.  

Reporting to the Customer Care OCC Duty Manager, you will be responsible for monitoring our flying programme ensuring effective communication is had with stakeholders to mitigate EC261 claims.

As the customer advocate you'll ensure that we adhere to the IROP (Irregular Operation Policy) customer principles alongside compliance with consumer rights and regulations.

Creating customer communications in line with the tone and style which is consistent with the Virgin Atlantic brand, whilst ensuring the Customer Centre and Airport teams are provided with regular updates to support with in-the-moment service recovery.

You will be working alongside the Duty Manager with daily operational functions and at times will be required to deputise when necessary.

Day to day

• Some of your key responsibilities as our Customer Operations OCC Specialist will be: 
• Supporting the Duty Manager with decision making across the desk and jump into action based on the decisions made.
• Delivering clear one-way communications on mass to customers with advice and direction to our customers, internal partners.
• Upholding and promoting the IROP Customer Principles through delivery of factual and effective comms on the Virgin Atlantic website, SMS/Email direct messages and airport letters. 
• Responsibility for consumer rights and welfare in accordance with EC261 and US 14CFR ensuring we operate, deliver, and justify our actions within the various legal frameworks.
• Monitoring the flying programme with an Operations Management System whilst having an awareness of DoT ruling for U.S Tarmac Delays in times of disruption.
• Creating post flight reports within our Customer Care database to ensure our frontline teams can deal effectively with post flight complaints and claims. 
• Collecting real time information to allow accurate investigations into any claims and work with internal partners to collect the evidence for EC261 compensation claims.
• Responsibility for accurate collection of flight information that supports other departments with data analysis and reporting. 
• Providing supports to airport management teams with in-the-moment service recovery.  
• Co-ordinating with wider Airport and Customer Care teams to identify opportunities where the customer experience can be enhanced. 
• Seeking opportunities to improve customer experience though continuous improvement framework.
• Acting as a key link too our frontline teams in the corporate response to any Elevated, Amber or Red activation events   

About you

• Based within the Operations Control Centre (OCC), this is a fantastic opportunity for someone who is consistently and objectively able to assess a given set of circumstances to be at the epicentre of customer recovery. 
• Do you have a natural ability to source resolutions and act quickly in high pressure and ever-changing situations? 
• You are also:
• An excellent communicator and able to 'think on your feet'.
• Able to create clear written customer communications in daily and IROP scenarios.
• A highly motivated individual and can take direction readily and be proactive with forwarding thinking attitude.
• Inquisitive and curious to understand the business and its strategies in order to seek improvements to the customer journey.
• Preferably, experienced in Airline Operations or Customer Care with knowledge in EC261, US 14CFR and the Montreal Convention. 
• So, if you love influencing and has a keen eye for attention to detail whilst protecting and enhancing the customer experience would love to hear from you!

Be yourself

Our customers come from all walks of life and so do our colleagues. That's why we're proud to be an equal opportunity employer and actively encourage applications from all backgrounds. At Virgin Atlantic, we believe everyone can take on the world - no matter your age, gender, gender identity, gender expression, ethnicity, sexual orientation, disabilities, religion, or beliefs. We celebrate difference and everything that makes our colleagues unique by upholding an inclusive environment in which we can all thrive. So that everyone at Virgin Atlantic can be themselves and know they belong.  

To make your journey with us accessible and individual to you, we encourage you to let us know if you'd like a little extra help with your application, or if you have any individual requirements at any stage along your recruitment journey. We are here to support you, so please reach out to our team, ([email protected]) feeling confident that we've got your individual considerations covered.

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