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Job Details

Salary: £23,485.00 per annum rising to £24,721.00 after 6 month probation period plus excellent benefits
Contract: 12 months fixed term/secondment

Hours: 37.5 hours per week, Mon - Fri 09:00 - 18:00
Location: The VHQ, Crawley
Closing date: 21st January 2020
** We reserve the right to close the window of application early**
Here at Virgin, we love people and believe everyone should be treated as an individual. After all its how we treat one another that makes us feel special. If you do require any adjustments to support you throughout our interview process, please contact a member of our Talent Experience Team.


In a nutshell

This is a fantastic opportunity to join a dynamic, dedicated and hardworking team focussed on providing exceptional service. The Special Assistance team is responsible for arranging all aspects of travel for passengers with disability/medical needs. Minimising any on-board risks and operating in line with Virgin’s charter and US/UK legislation. Ensuring that each customer receives a personalised experience whilst also meeting departmental productivity KPIs.


Day to day

• Establish a passenger's fitness to fly you will gather and assess all relevant information on any medical condition and their needs.
• Handing all medical cases with compassion and integrity.
• Be responsible for actioning all disability needs / medical requests for passengers and medical repatriation companies, updating the airline system, including special seating, meals and special care, communicating all information onto the Crew and Airport Staff.
• Facilitate the pre-flight clearance of passengers whilst adhering to Virgin Atlantic Airways (VAA) medical clearance guidelines and procedures.
• Investigate and respond to any complaints or service improvement suggestions received from passengers, Travel Agents, VAA Crew {via flight reports} Airports etc.
• Have a collaborative approach to your daily tasks you will work closely with Medical Services, Customer Centre teams, Airports and other key stakeholders


About you

You will:
• Have a strong working knowledge of Word and general PC literacy
• Understand the value of our customers and place their needs at the forefront of your role, showing compassion both over the phone and in all written communication.
• Articulate, clear and concise communication, both via telephone and in written format
• Have previous experience of working either in a Customer Centre or a Special Assistance Department is desirable but not a game changer.
• Excellent organisational skills with ability to think ahead remaining calm under pressure
• Strong decision-making capability, ability to balance multiple plates and prioritise accordingly
• As a front-line leader, you will need to have the ability to work independently by yourself alongside working closely with your team.

Whilst providing amazing service to our customers, you will thrive in a fast-paced environment. Positively contributing towards the team’s targets, such as CAR (Call Answer Rate).
Do you have a keen eye for attention to detail, with a can-do attitude in finding the best outcome for our customers? If so then we would love to hear from you.
The perks

We recognise the value you add to our dynamic company. That's why we give our people the rewards that they deserve. We have a whole host of benefits to help you enjoy life to the full, including up to seven flights a year to a wide range of fabulous Virgin Atlantic destinations. Of course, you can also take advantage of discounts on our amazing Virgin Holidays hotels. We also offer a competitive benefits package including pension and private medical schemes and life assurance. You can even self-select what’s important to you through our benefits portal. We appreciate that life is busy, so when operationally possible, remote working is available.

Be Yourself - Our Differences make us stronger

Virgin Atlantic and Virgin holidays are committed equal opportunities employers and positively encourage applications from suitably qualified and eligible applicants regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy and maternity. Diversity brings strength which is why we strive to provide an inclusive environment where individuality is celebrated, and we can unleash the potential of our forward-thinking mix of people.

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