The buzz of the airline industry really appealed to me, so joined Virgin Atlantic as an agent taking calls in the Contact Centre. I was then promoted to Team Leader and now I'm a Duty Manager.
At this level, I manage Team Leaders, making sure we get the best results from our teams. All of our agents need to be excellent communicators, able to engage with people, with a strong customer service focus.
The job can be a real challenge like when there are lots of calls on hold, or when we have to deal with things like ash clouds, or hurricanes. It does get incredibly busy but it's a really satisfying job, because the teams really pull together to try and serve the customers as quickly as possible.
It is rewarding to see your team members exceed their various targets, and it's great to get good feedback from our customers and colleagues. As an agent you need strong listening and questioning skills, and sales skills are a real advantage too. Strong PC skills are essential too, as the role is systems based.
The recruitment process is very thorough, and it includes a telephone interview, group exercises at the assessment centre, written & listening tests and behaviour based interview questions.
Virgin Atlantic is a fun and exciting place to work and you're encouraged to think differently. We all have a passion for what we do and we're really proud to work here. It is just fantastic to be part of this great team.
Virgin Atlantic are always looking for talented people who enjoy working with customers, solving problems and supporting our reputation for great service.
If you have relevant experience or believe you have all the qualities we seek, please search through our current contact centre vacancies.