Skip to main content

This job has expired

Refunds and Chargebacks Analyst

Virgin Atlantic
Crawley, West Sussex
Closing date
3 May 2024

View more

Job Details

Salary: Competitive  

Hours: 37.5 per week, Mon - Fri  

Location: Crawley, West Sussex - three days per week

Contract: 12 month fixed term contract

Closing Date: 19 April 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.  

Being part of the Refunds & Chargebacks team will require you to keep our offshore outsource supplier processing Refunds and Chargebacks per SLA and CAA timelines.   

You will be responsible for building relationships ensuring best practice between the Refunds & Chargeback Team and the rest of the business, identify and leading change when it benefits automation and handling times, and/or finance processes and risk reduction.  

Finally, you will ensure company initiatives are understood, mapped, and progressed to production as appropriate, including ongoing review of all processes and systems to identify if they are fit for purpose with an ambition to improve and develop. Working with technology teams on system changes and development items, undertaking scoping of business requirements, collaborating through to UAT and live verification.    


Day to day

Some of your key responsibilities as our Refund and Chargebacks Analyst will be: 

  • Handling third-party suppliers in different time zones, making sure they follow fare rules and VAA policies.
  • You will also oversee the Offshore team and look for ways to improve productivity and reduce costs in all areas  
  • Acting as a key link between our internal stakeholders and external customers, both by phone and email, always aiming to give excellent customer service as a Refunds & Chargebacks expert
  • Working with our card acquirers you will play a key role in defending Virgin Atlantic against chargebacks through compelling evidence while also working with the Asset Protection team to help identify fraudulent claims. 
  • Identifying opportunities to streamline everyday tasks, working with the team manager to enhance processes and lower expenses  


About you

In addition to the above, we are looking for our successful candidate to demonstrate the following:

  • In depth understanding of Refunds calculations and banking/acquirer chargeback processes
  • Good MS Office skills and an ability to manipulate large volumes of data in Excel, draw conclusions and identify trends ,
  • Diligence, driving accuracy and completeness in reporting An analytical mind with an ability to manipulate large data sets and accurately draw conclusions
  • Strong people skills with an ability to collaborate and negotiate with stakeholders at any level  

If this sounds like you, and you would like to be on this exciting journey with us, we 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, ( feeling confident that we've got your individual considerations covered.

Get job alerts

Create a job alert and receive personalised job recommendations straight to your inbox.

Create alert