Job Description
At Virgin Atlantic, we’re just as passionate as we’ve always been about becoming the most loved travel company. It’s been an uncertain time, for us, for everyone. There’s been ups and downs, some successes, and some sadness. One thing we know for sure – this year has shown that when we combine our brand with the power of amazing people, we make something truly magical.
Virgin Atlantic is still proudly flying, creating the same fabulous flight experience we’re famous for, and we’re busily laying the foundations for a profitable future. We know that the right people are key to creating success – so we’re looking for someone brilliant to join our Commercial team and help us achieve our vision. Perhaps that’s you? We’d love to find out.
This is an opportunity to join us as a Delta Cargo Specialist at Virgin Atlantic Cargo! Your role will be the delivery of all aspects of customer service and improving the value generated from the underbelly capacity (hold inventory) for the UK Delta Customer Service Centre. We'll expect you to meet all our business customer's needs by hitting productivity, quality and service KPI targets. Quoting, booking, track & trace, PB management, flight planning, billing queries and service recovery will all be part of your responsibilities.
Salary: The minimum starting salary range for this grade and role type is £20,681.00 - £25,796.00
Duties and Responsibilities
Responsible for the end-to-end booking management from point of reservation through to delivery. Where you will create and amend all cargo reservations for the ex UK Delta network.
Engaging with customers on calls and emails you’ll be the ambassador for Delta product ensuring all reservations are completed within set SLA’s, capacity acceptance rules and all reservation data is captured accurately.
Respond to all enquiries for price requests for all shipments and upsell to premium products on high demand routes.
Agree prioritisation best practice with key stakeholders, then through post operation analysis and review of the booking list ensure cargo flight plans are produced on time and to agreed standards, in order to minimise the commercial impact of offloads and to maximise uplift.
Ensure all reservations are accepted within MSR and capacity based on business rules and within set tolerances and in a timely fashion to maximise the commercial value from the available inventory.
Manage & report short-term (week ahead) cargo capacity, to support / escalate customer requests for exceptional shipments, to ensure maximum opportunity for sale and minimal disruption.
Limit spillage and spoilage of short-term (14-day) cargo inventory through network utilization.
Respond to requests for tracking information, including pro-active notification of issues to key customers.
Respond with integrity with Delta’s brand values at the heart of everything, providing resolution to customer complaints or service failures, ensuring they are escalated where appropriate.
Respond to billing queries ensuring the required action is taken in a timely manner. Include query details on weekly Billing Discrepancy Report.
Escalate any customer dissatisfaction to raise and ensure awareness.
Help maintain contract rate master file, and respond to CASS queries via portal.
Share checking of WebVISion AWB records against post-flight messaging to ensure billing accuracy across each consignment and flight
Job Requirements
Exceptional levels of both verbal and written communication skills where you have worked in a role the incorporates both methods of communication.
Proven experience in a customer service/sales role, working toward KPI targets. Having the ability to identify opportunities for upselling.
Experience of numerical reporting in a previous role.
This role works within a small team, experience, and confidence in managing multiple tasks at once is essential.
Flight planning and optimisation.
Significant experience with business to business client relationships in previous role.
Handled complaint resolution - confident in taking ownership and resolving independently.
Experience of creating reports to present to senior management.
Proficient in Excel - generating reports, pivot tables using system data.
Job Details
Company: Virgin Atlantic
Employment Type: Full-time
Job Location: London Heathrow Airport, United Kingdom
