Virgin Atlantic Jobs | Cargo Customer Relations Specialist (£25,000+), London

Virgin Atlantic

Job Description

Salary: From £25,000 plus shift pay, incentive and excellent benefits

Location: 3 days at VHQ, Crawley and 2 days aT Dnata City East, London Heathrow

This is fantastic opportunity for you to become a Cargo Customer Relations Specialist. In this role you will investigate and resolve service related discrepancies across the network, ensuring timely resolution and a high level customer satisfaction.

You'll manage cases within Salesforce providing clear transparency for our customers and partners. You will provide recommendations across the Cargo division based on identified trends through implementing corrective and preventative actions.

Cargo experience is mandatory in this role.

Benefits and Offers

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 whats important to you through our benefits portal. We appreciate that life is busy, so when operationally possible remote working is available.

Duties and Responsibilities

Your main responsibilities in this role include the following:

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

• 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.

• Actively handling 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.

• Be a Subject Matter Expert in Customs procedures and HMRC in order to provide correct information to internal/external partners.

• Championing GDP guidelines, ensuring investigations and critical issues relating to Pharmaceutical and Life Science shipments are conducted in line with these guidelines.

• Handling 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 partner visibility for claim resolution.

• Using the case management tool, provide recommendations and implement preventative and corrective actions based on trends and repeat issues. You will liaise with internal and external partners, ensuring that all service failures are raised, and where applicable seek corrective action.

Job Requirements

• You must have knowledge in the Cargo arena and a passion for the Aviation sector.

• In addition do you have excellent customer service skills, with CRM / 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. You'll 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'll be able to challenge, influence and improve performance at all levels. 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 strong attention to detail, an excellent teammate with a flexible, positive and hardworking approach to work we would love to hear from you!

Job Details

Company: Virgin Atlantic

Employment Type: Full-time

Job Location: London, United Kingdom

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