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Job Details

Salary: Competitive
Hours: Full Time under the Company's annualised hours system are based on a 37.5 hour week over 52 weeks (one year), making a total of 1950 hours per year that you are required to work.
Shifts: between 08:00-18:00 Monday - Sunday
Location: Currently split between working from home and based in Swansea, SA7 9EQ
Contract: 6 Month Secondment/Fixed Term
Closing date: Sunday 21st August 2022
Please note we are expecting a high volume of applications and so the advert may be removed at any time.


In a nutshell

An exciting investigative role with ongoing on the job knowledge development opportunities involving various departments such as Baggage Tracing, Baggage Claims, Baggage and Customer Care Fraud Claims, EU Care and Compensation, the OCC and revenue building with recharging of expenses where other airlines are involved.

Every day brings new opportunities and challenges where we will take the chance to build new connections with other departments, airlines and companies. Improving our processes to make the customer journey a smoother one and ensuring that we keep Virgin at heart as we continue to work towards returning to profitability.

It's an everchanging role where not one day is the same as the next and keeps you on your toes. There are projects and deadlines which needs to be focused on whilst managing the day-to-day operations.

If you are interested in an exciting, and challenging role to keep you busy come and join us in the Baggage and EU Specialist team who will be happy to make you part of our family.


Day to day

What you'll do:

* Investigate – As a Specialist you will be tasked with investigating anything from a missing bag file to a potential fraudulent baggage claim.
* Pro- rates – the Specialists are a key part of bringing money back into the business from other airlines when they are at fault for a delay.
* Using your initiative to recognise areas of improvement and feedback any trends to management.
* EC Care and Compensation support – We work very closely with our outsource partners, WNS, the Specialists are a first line point of contact for WNS.
* Baggage Tracing – as a team we work closely with WNS and the airports around the network to ensure that we are reuniting customers with their baggage promptly.
* Looking to resolve issues at source to stop repeat complaints, always striving to deliver continuous improvement.


About you

You will need

* Strong communication skills, it’s imperative to the role that you are able to ‘think on your feet’
* Emotional resilience – we work to strict deadlines so you must be able to perform under pressure
* High personal standards and professional – a great ambassador for VAA
* Ability to assess complex operational situations and implement solutions
* Excellent team working skills
* Ability to support the management team by managing change and embed into everyday practice, delivering success measure
* Highly motivated and able to remain focused on complex tasks
* Excellent number and problem-solving skills with the ability to see a challenging situation through to the end


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, (Recruitment@fly.virgin.com) 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