What makes our Customer Centre so special?
Virgin Holidays’ dynamic, supportive, fun and vibrant Contact Centre is packed full of outgoing and friendly people. Every successful customer centre is a reflection of the people who work in it and our call centre is no exception to this rule, it really is our people that make the difference. Join our Travel Contact Centre in Crawley, West Sussex and you’ll be part of a travel team that sell inspiring destinations, be it fun holidays to Florida, relaxing beach breaks in the Caribbean, or enriching experiences within our Cruise programme all whilst working as part of a fun team.
How is our Contact Centre team essential to Virgin Holidays?
Our Customer Centre team help our customers get their perfect holiday, identifying opportunities to enhance our customers’ holidays at every stage, and so are crucial to our business. To succeed in this role, you’ll need to be a great communicator with a pro-active approach and high attention to detail, with the flexibility to work varied shift patterns with a range of hours between 9am to 9pm. We’re not looking for experts in the travel industry, although it will, of course, help if you are. Whether you’re new to working in a contact centre, or a seasoned pro, we’ll help you reach your potential.
Tell me more about the role?
This role requires you to be resilient in a very busy environment, where you will need to deliver a brilliant customer service from the first to the last call of the day. There are no set targets in relation to managing an average number of calls per day however this is a targeted environment and you will be asked to sell products that range from our package holidays to a variety of ancillary type services such as theme park tickets and car hire. This is an inbound contact centre and therefore there is no cold-calling required. The initial training will be between 2 to 3 weeks in duration
What training can I expect?
Our customers expect our Advisors to be travel specialists, which is why we offer an exceptional, dedicated training course to ensure all our consultants are experts in the products we sell and are fully equipped to take their first call. The course duration is approximately 2 to 3 weeks but your training doesn’t stop there as you will continue to receive regular product training. This includes familiarisation trips to the key resorts and destinations that we sell so you’ll soon feel like an expert in your field.
What career progression is on offer?
We have a variety of exciting roles within our Customer Centre and it’s a great place to work if you’re looking for career progression. We set high standards here but if you’re self-motivated, alongside being passionate about hitting targets, then this is the place to be. Below are just a few of the roles on offer:
Our Sales Consultants are the voice of Virgin Holidays – you’ll be taking a variety of calls, answering queries, and providing travel advice and quotes to help our customers get the dream holiday they always wanted. On every call, you will offer the highest quality service and overcome barriers, whilst always working towards and hitting personal sales targets.
As a Service Consultant you will need exceptional knowledge of our products and processes alongside out of the box thinking and top communication skills. Your natural flair for service recovery could make a massive difference to our customers when we haven’t got something right.
Our Team Leaders are responsible for the day to day operational delivery of our Travel Contact Centre, whilst being accountable for our sales and pre-departure service objectives. To be a successful team leader at Virgin Holidays, you will have excellent leadership skills to manage and inspire our sales professionals on a day to day basis.
Customer Centre Manager
As a Manager, you’ll manage our people whilst delivering strategic and operational targets within our Travel Contact Centre. You’ll lead our people in a way that will inspire and support our company objective to become the number one tour operator for customer experience.
Our Customer Service Centre is made up of the following areas:
Exceptional knowledge, out of the box thinking and top communication skills are what you need to work in our Customer Relations team. Your natural flair for ‘service recovery’ could make a massive difference to our reputation and to our customers’ experience when we haven’t got something right.
Global Ticketing Services
If you’re a whizz at prioritising, problem solving and making sure competing needs are met, you’ll love working in Global Ticketing Services. This is where we arrange fares and ticketing for internal and external customers.
We have a specialised and dedicated team of caring and knowledgeable agents who arrange all aspects of travel for passengers with special and/or medical needs. This could involve minimising any onboard risks and making sure Virgin Atlantic is operating in line with our own charters and US/UK legislation.
Upper Class Support
Our Upper Class support agents look after our Upper Class customers and Flying Club Gold members. They advise on every aspect of the Upper Class journey – from ground limo transfers to how to use our Upper Class wing.
Business Support Advisers
If you want to understand more about our customers and you’re excited by the prospect of finding out more about sales, our Business Support Advisors work closely with our Trade Sales team and Marketing teams in new acquisitions, contract renewal and loyalty.
Planning Analysts & Analysts
Our analysts are excited by numbers, planning, forecasting, problem solving and analytics. You could play a big part in helping us meet service level objectives by uncovering what we’re doing right and what we could do better.
Communication & Liaison Officers
If you’re creative, love words and know how to write according to a ‘tone of voice’, a career in our Communications team could be for you. Through appropriate, regular, and creative communications, you’ll inform the Contact Centre of any changes or updates they need to know to do their job properly.
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