OurCustomer Care Holidays Advisors are the keepers of Customer Confidence. Whenthings havent gone to plan, they sweep in and save the day. With one outboundcall, they show just how much we care. Actively listening, handling objectionswith empathy, and turning frustration into reassurance. Their knowledgeable andefficient problem-solving skills ensure complaints are resolved on firstcontact, while also addressing any concerns along the way.

Bygetting to the heart of the issue, overcoming doubts, and preventing futureproblems, they build trust and let our customers know we are only ever a quickphone call away!

• Investigate, research, and respond to all incoming complaints and claims, primarily by phone but also in writing, ensuring a thorough and empathetic approach.
• Working closely with our suppliers across the world, ensuring a smooth and thorough investigation into all customer feedback and complaints
• Manage objections and overcome barriers by confidently handling difficult conversations, addressing concerns, and working towards a fair resolution.
• Assess the value of complaints or claims and make appropriate compensation offers using the guidance tools provided, aiming for first contact resolution to prevent escalations.
• Use your initiative to identify trends, recognise areas for improvement, and provide feedback to management.
• Approach complaint handling with diligence, protecting the Virgin Atlantic & Virgin Atlantic Holidays brand while restoring customer confidence and loyalty.
• Handle specialist cases, including EC Care, Personal Injury, and Baggage claims, with accuracy and care.
• Working closely with Duty Office and In Resort teams to ensure the customers complaints have been handled in resort, and a smooth handover is completed with the Customer Care team upon their return.
• Resolve issues at the source to prevent repeat complaints, always striving for continuous improvement in customer experience.