Job Ref: 215192705

Date: 2021-11-18 09:42:57

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Fancy working at Virgin Experience Days? We’re always on the lookout for amazing people to join our friendly team.
There’s never been a better time to come aboard. We’re ambitious and innovative, small and agile, and supercharged by the Virgin brand. With significant growth plans, this is your chance to get stuck in and put your stamp on the future of the business.
You’ll discover an evolving culture that’s full of energy, development opportunities and perks (cocktails, anyone?). We’re out of town, with all the exuberance of a city firm and a product that’s inherently packed with excitement. So, if you want to learn, work hard, and play hard too – we’d love to hear from you.
Don’t just take our word for it, have a look at what our people think:
Why we want you!
We’re looking for a Customer Service Advisor to join our Customer Service team. The Customer Service team are the face and voice of Virgin Experience Days, the customer’s main point of contact. We’re here when the customer needs us, empathetic and compassionate, excited to help. We’re problem-solvers, we know our work is a make-or-break moment for the customer. We represent a brand built on Heartfelt Service, so the stakes are high, and we’re committed to delivering.
Working with the Customer Service Team Leader we need you to help us:
* hit your KPIs of 80-90 contacts a day, 80% satisfaction score and 80% quality monitoring score
* respond to customers emails, Live Chats & Social Media queries using the customer service software – Zendesk
* ensure all assigned tickets are responded to in line with set SLA’s
* liaise with the other departments of the VED team to resolve our customers queries
* assist and guide the customer where possible to maximise on sales and upgrades
* be an ambassador for VED at all times, keeping communication open and friendly to maintain a heartfelt service
* as well as individual KPIs, positively contribute to the overall department Customer Satisfaction Score
* escalate any unresolvable complaints or supplier issues to Team Leaders or Escalated Care team
* own your tickets from beginning to end, to give our customers a seamless journey, with the exception of days off where you should ensure you have coverage for anything that requires action
* a little ad hoc admin
* training new starters
What you’ll need:
* excellent communication skills, both verbal and written
* a good understanding of social channels
* the ability to work with multiple systems
* an empathetic approach
* a positive and proactive attitude
* problem solving skills
* the ability to own it – the end to end customer journey, knowing when to go outside of usual process
* organisational skills to self-manage your workload whilst keeping service levels high
What’s in it for you?
* Competitive salary
* Discretionary annual bonus
* Opportunities to try our experiences for free
* Friends and family discount
* Virgin Tribe Membership
* Flexible working
* The View from the Shard free entry for you and your plus one

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