Customer Care and Claims Advisor

Salary: £26,220 Full time salary £14,303 Part Time

Hours: Full time (37.5hrs) and part time 22.5hrs/3 days minimum are available 

Location: Hybrid remote working with office days based at Pobl House in Swansea 

Contract: Various

We understand that typical office hours don’t suit everyone. Which is why we are open to flexible working patterns in our Customer Care team, providing opportunities to tailor your schedule around your home life. Speak to us in your interview about your requirements and we will consider if we can accommodate your request

In a nutshell

Our Customer Care and Claims Advisors are the keepers of Customer Confidence. When things haven't gone to plan, they sweep in and save the day. With one outbound call, they show just how much we care. Actively listening, handling objections with empathy, and turning frustration into reassurance. Their knowledgeable and efficient problem-solving skills ensure complaints are resolved on first contact, while also addressing any concerns along the way.

By getting to the heart of the issue, overcoming doubts, and preventing future problems, they build trust and let our customers know we are only ever a quick phone call away!

Day to day

• Investigate, research, and respond to all incoming complaints and claims, primarily by phone but also in writing, ensuring a thorough and empathetic approach.
• 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 brand while restoring customer confidence and loyalty.
• Handle specialist cases, including EC Care, Personal Injury, and Baggage claims, with accuracy and care.
• Resolve issues at the source to prevent repeat complaints, always striving for continuous improvement in customer experience.

About you

Do you love helping customers whilst empathising with their situation? Do you get a buzz from a job well done and take pride in being a brand ambassador?

In addition to the above we'd love you to have:

• A great phone manner and the confidence to have open conversations with our customers.
• Strong negotiation skills and the ability to objectively assess situations, ensuring a satisfactory outcome for both the customer and the business.
• A proactive approach to resolving complaints on first contact and fixing problems at the source to prevent future issues.