Customer Care and Claims Advisor

Summary: The Customer Care and Claims Advisor at Virgin Atlantic plays a crucial role in maintaining customer confidence by effectively managing complaints and claims. This position requires a proactive approach to problem-solving, ensuring that issues are resolved on first contact while providing empathetic support to customers. The role offers flexible working patterns and is based in a hybrid remote setting, with office days in Crawley or Swansea. Candidates should be prepared to engage in open conversations and negotiate satisfactory outcomes for both customers and the business.

Key Responsibilities:

• Investigate, research, and respond to incoming complaints and claims primarily by phone and in writing.
• Manage objections and handle difficult conversations to achieve fair resolutions.
• Assess the value of complaints or claims and make appropriate compensation offers.
• Identify trends and areas for improvement, providing feedback to management.
• Handle specialist cases, including EC Care, Personal Injury, and Baggage claims.
• Resolve issues at the source to prevent repeat complaints and enhance customer experience.

Key Skills:

• Excellent phone manner and confidence in customer interactions.
• Strong negotiation skills and objective assessment abilities.
• Proactive approach to resolving complaints on first contact.
• Empathy and understanding of customer situations.

Salary (Rate): undetermined

City: Crawley

Country: United Kingdom

Working Arrangements: hybrid

IR35 Status: undetermined

Seniority Level: undetermined

Industry: Other