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Job description

In a nutshell
Do you have a passion for service recovery? Would you like to work as part of our Cargo Customer Relations team assisting and engaging with our customers?

In this role, you will be responsible for investigating and resolving service related discrepancies across the network, ensuring timely resolution and a high level customer satisfaction. You will manage cases within Salesforce providing clear transparency for the customer and for stakeholders. You'll provide recommendations for, and implement corrective and preventative actions across the Cargo division based on identified trends.

Day to day
Investigating and resolving all irregularities and discrepancies in a professional manner, offering solutions. Proactively seeking resolution through third party agents and internal stakeholders ensuring open communication and that commercial/operational impact is at the forefront of any decision.

You will manage general enquiries in a timely and professional manner and take accountability for allocated cases, maintaining and developing relationships with customers, providing good communication and regular updates into service failures.

Proactively managing offloads and flight cancellations offering alternative solutions to provide satisfactory resolution for the customer, delivering first class customer service and courtesy calls to all customers impacted.

You will be a Subject Matter Expert in HMRC and Customs procedures in orde...

Before you apply, we encourage you to learn more about Virgin Atlantic and Virgin Holidays

Be unique. Be authentic. However you prefer to say it, we really mean it. Our culture embraces people’s diverse perspectives and creates a positive environment where everyone belongs. We’re determined to build a better, more connected world for everyone.

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You will be a Subject Matter Expert in HMRC and Customs procedures in order to provide correct information to internal and external stakeholders.

Championing GDP guidelines, ensuring that all investigations and escalations relating to Pharmaceutical and Life Science shipments are conducted in line with these guidelines.

Managing companywide shipment reversals to limit operational disruption and rectify billing issues.

Acknowledging a customer's intent to claim, providing formal paperwork for a claim to progress, ensuring all paperwork in relation to the claim is filed accurately for stakeholder visibility for claim resolution.

Using the case management tool, you will provide recommendations for, and implement corrective and preventative actions across the Cargo division based on trends and repeat issues. You will liaise with internal and external stakeholders, ensuring that all service failures are escalated, and where applicable seek corrective action.

About you

Do you have excellent customer service skills along with CRM or Case Management systems experience and enjoy resolving complex customer complaints?

This is a great opportunity for someone who has a passion for service resolution who can influence the customer and turn situations around with positive results. Ideally you will have previous Cargo experience along with a specialist knowledge of HMRC and Customs procedures (although this is not essential). You will be computer literate and educated to GCSE (or equivalent) level C+ in English and Maths.

With excellent written and verbal communication skills, you will be able to challenge, influence and improve performance at all levels. You will have proven capability to prioritise work under pressure and deliver to tight deadlines and you will have a positive and pragmatic approach to achieving results along with great attention to detail and pursuit of accuracy.

If you are highly organised, have a strong attention to detail and you're an excellent team player with a flexible, positive and enthusiastic approach to work we would love to hear from you!

The perks

Our pioneering spirit and passion keeps our brand vibrantly alive. That's why we give our people the rewards that they deserve. We have a whole host of benefits in place to help you enjoy life to the full, as well as a world of travel opportunities including up to seven flights a year to a wide range of fabulous Virgin Atlantic global destinations. We also offer a competitive benefits package including pension and private medical schemes, life assurance, child care vouchers and excellent discounts across the Virgin Group of companies. We appreciate that life is busy, so when operationally possible remote working is available.

Be you - our differences make us stronger

Virgin Atlantic and Virgin holidays are 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, or pregnancy and maternity. O ur aim is to employ people who reflect the diverse nature of society which is why we strive to provide an inclusive environment where individuality is celebrated and we can unleash the potential of our brilliant mix of people.

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To all recruitment agencies: Virgin Atlantic does not accept unsolicited agency CVs. Please do not send unsolicited CVs to our job openings or to Virgin Atlantic employees. Virgin Atlantic is not responsible for any fees related to unsolicited CVs.

Job Sector
Customer Service
Job Position
London, UK Show on map
Post date
Closing date

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