Adviser - Customer Care Baggage Claims

Job Description

As one of our dedicated Advisers in our Customer Care team, you will restore and retain our customers confidence, loyalty, and business when things dont go as smoothly as we would expect. You care deeply about our customers so will provide knowledgeable,efficient, and qualitative responses to all baggage claims.Client DetailsBe yourself - Our differences make us strongerOur customers come from all walks of life and so do our colleagues. Thats why were 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 matteryour 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 Atlanticcan be themselves and know they belong.Youll be assessed against our values for a selection of your interview process.DescriptionWhat youll do- Investigate, research, and respond to all incoming baggage claims.- Assess the value of the baggage claim against our policies and provide our customers with reimbursement for damage and delayed bags. Focusing on a first contact resolution.- Using your initiative to recognise areas of improvement and feedback any trends to management.- Diligent in your approach to claims handling, you will strive to protect the Virgin Atlantic brand and retain customer confidence.- Looking to resolve issues at source to stop repeat issues, always striving to deliver continuous improvement.ProfileYou will need- A can-do attitude and problem-solving skills- An outstanding level of writing skills and an excellent command of the English language.- The ability to negotiate and objectively assess a situation to bring it to a satisfactory close for both the customer and the business.- A drive to resolve baggage claims upon first contact and fix problems at source.- Experience in baggage claims and/or airline knowledge and/or customer service experience would be advantageous.Covid-19 has presented us with a unique opportunity for our teams to work more dynamically than ever before. Our advisors currently work 60%-80% of time homeworking with the rest of the time in the office at Pobl house in Llansamlet, Swansea.We know sometimes technology can be temperamental, so one stipulation we do have is that you reside close enough to Pobl House to be able to get to the office within 2 hours and continue your shift if you experience any technical difficulties at home. Wewill provide a laptop and additional equipment to help you work effectively.Our training now has a blended approach, some of which will be digitalised and completed at home, combined with classroom-based learning. But dont worry, you will be supported throughout the training course by one of our amazing Customer Centre trainers.If this sounds like you, we would love to hear from you!Job OfferSalary: CompetitiveLocation: Currently split between working from home and working in Swansea, SA7 9EQContract: Agency Temps minimum 3 months FTHours: Monday-Sunday 08:00-18:00 contracted hours, Full-time basis on an annualised hours contract (more details below). Average hours per week 37.5.Current working roster includes 50% weekend working over a 4-week shift pattern (subject to change with advance notice).