Official Specifications
Role Overview & Mandate
Executive Summary
Job Details Hours: 37.5hr/shift to cover Monday to Friday 8.00am - 6.30pm and Saturday...
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Job Details
Hours: 37.5hr/shift to cover Monday to Friday 8.00am - 6.30pm and Saturday 8:00 - 4pm (one in 10 approx) including bank holidays
Location: Hybrid 3 days a week in our Cargo Facility at Dnata City East TW19 7LN
Closing Date: 30th April
Many of our staff at Virgin work flexibly and in many different ways, including different core hours or remote working. Please talk to us at your application or interview stage about the flexibility you need. We can't promise to give you exactly what you want, but we are happy to explore what's possible for the role.
In a nutshell
Do you want to work for Virgin Atlantic Cargo alongside our Joint Venture partners - Delta and Air France KLM? If so, we think you would love this role!
Virgin Atlantic Cargo is a £420m business connecting retailers, manufacturers, and growers with their consumers worldwide. We are a 'business within a business' passionate about contributing towards Virgin Atlantic's overall revenue. Our teams across the globe are the crucial ingredient in separating us from the rest, building our reputation for excellence and outstanding service delivery.
This exciting role is responsible for all UK voice, email and digital transactions for bookings, quotations, interline, trucking and general enquiries ensuring both individual and departmental interactional and transactional targets are met. These targets include, but are not limited to, productivity, revenue generation and customer happiness.
Day to day
- Create, quote, amend and give routing advice for all cargo booking and quotation enquiries through voice and email channels in line with department KPI's. These include specialist products, for example, the transportation of pharmaceuticals, Human remains, and high value or vulnerable shipments.
- Maximise every revenue opportunity through price negotiation, upselling, quote conversation and providing solutions to customer's individual needs by working closely with Sales and Revenue Optimisation teams.
- Providing exceptional customer service using your knowledge of our network, product and service offering.
- Building relationships with customers as you will sometimes speak to the same person several times daily.
About you
Are you an experienced customer service professional with Cargo knowledge? Do you love providing the best possible experience for internal and external stakeholders? If so, we think you would love this role!
Alongside the above, we're looking for the following to be successful in your application:
- Cargo experience at least 1 year working within a similar or sales-based role.
- Outstanding customer service with strong written skills.
- Previous contact centre and/or sales experience would be advantageous.
- An understanding of Cargo Revenue Management.
- Excellent interpersonal, communication and relationship-building skills.
- A team player who has strong attention to detail.
- Highly organised with an ability to manage your workload efficiently.
- Persuading and influencing others based on facts and evidence
If the above sounds like you, then we'd love to hear from you!
Be yourself
Our customers come from all walks of life and so do our colleagues. That's why we're 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 matter your age, gender, gender identity, gender expression, 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 Atlantic can be themselves and know they belong.
To make your journey with us accessible and individual to you, we encourage you to let us know if you'd like a little extra help with your application, or if you have any individual requirements at any stage along your recruitment journey. We are here to support you, so please reach out to our team, (recruitment@fly.virgin.com) feeling confident that we've got your individual considerations covered.
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