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Customer Service - Digital Messaging Advisor - Swansea

Virgin Atlantic
Swansea, Swansea (Abertawe)
Closing date
11 Jul 2022
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Customer Service - Digital Messaging Advisor - Swansea

Job Details

Location: Location split between working from home and working in Swansea, SA7 9EQ
Contract: Permanent
Salary: CompetitiveContracted
Hours: Full-time basis on an annualised hours contract (Monday-Sunday)
Shifts: We are recruiting for Day Shifts (7am-8pm) and Night Shifts (7pm-7am)
Closing Date
: Sunday 17th July 2022 Assessment Centre's are taking place from 6th July 2022 onwards

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 (Web Messaging, 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

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, ( feeling confident that we've got your individual considerations covered. You'll be assessed against our values for a selection of your interview process, learn more about them here: Our Values

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