Adviser – Customer Service - Crawley, West Sussex

Salary: Competitive
Contract: Permanent
Location: Split between home working and working in our Head Office based in Crawley, West Sussex
Contracted Hours: Full-time basis (37.5 hours a week) on an annualised hours contract. See below for more details on annualised hours.
Shifts: Mixture of days, evenings and weekend between the hours of:Monday – Friday 0900-1900 Saturday 0900-1800Sunday 1000-1800


Start Dates: 25th April 2022
Closing date: Saturday 30th April 2022 We recognise that the definition of a healthy work-life balance can differ from one person to the next. One of the benefits of working an annualised hours contract is that it allows us to offer more flexibility with shifts, such as allowing people to work condensed working hours over less days a week, the use of annualised hours contracts has increased in recent years amongst organisations that have to manage significant ‘peaks and troughs’ in their customer demand. Using annualised hours means that an organisation can keep a core workforce employed on a regular basis and call upon employees to work extra hours when it needs them.

In a nutshell

At Virgin Atlantic Holidays, we’re just as passionate as we’ve always been about becoming the most loved travel company. We know that the right people are key to creating success, we’re delighted to be advertising for some brilliant new team members to join us and help us achieve our vision.

Do you love making guests smile every single day knowing you have delivered amazing service? Do you always place the customer at the heart of everything you do? If so this then this could be the role for you because this is no ordinary customer service role.

As one of our Advisors you’ll be taking inbound calls assisting and resolving any queries and questions that they may have. If things don’t go to plan, you will show a can-do attitude and be confident to investigate and resolve every question straight away. You’ll be responsible to make every customer feel valued by providing the excellent experience that our customers have come to expect and love at Virgin.

Day to day

Some of the key responsibilities for our advisors are:

• Taking inbound calls from new and existing customers, 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. • 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. • Assist with queries and complaints generated and offering quotes for changes to existing arrangements • Up-selling where appropriate to generate additional revenue • Actively contact customers in response to customer service questionnaire replies • Respond to customer correspondence, including complaints within industry guidelines and our internal timelines • Arrange compensation where applicable, in line with booking conditions and request refunds in respect of cancellations

About you

To be successful in this role your need to be an excellent communicator who enjoys influencing and negotiation with customers and suppliers. You’ll be building customer confidence whilst investigation options and giving effective solutions. You will need to enjoy resolving issues for customers and take personal responsibility for the problem.

To be successful in this role you will need to have:

• Proven customer service experience • 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. If this sounds like you, we would love to hear from you!
The extra bits…

We know sometimes technology can be temperamental, so one stipulation we do have is that you reside close enough to our Crawley Customer Centre 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.

Be yourself – Our differences make us stronger


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, 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, (Recruitment@fly.virgin.com) feeling confident that we’ve got your individual considerations covered.