Customer Centre Advisor (Evenings)

Salary: 24,710 

Hours: Full Time 37.5 hours per week, Monday - Sunday. 16:00 - 01:00 or 18:00 - 07:00

Location: Hybrid remote working with up to 3 days a week in our Pobl House Office in Llansamlet, Swansea after successful completion of 7 weeks in person training 

Contract: Permanent

In a nutshell

Do you dream of making a real difference in people’s lives, even when the world is winding down for the night? Virgin Atlantic is seeking customer-focused night owls to join our Swansea Contact Centre team! If you love the idea of being a part of a team that turns customer dreams into reality—even after dark—this could be the perfect role for you.

As a Customer Centre Advisor, you'll be the travel expert who crafts unforgettable experiences for our customers, supporting their journeys around the clock. Bring your Virgin flair to every conversation, turning challenges into opportunities and helping every customer feel valued, heard, and excited about their next adventure.

Our team is the heart of our success. We provide top-notch training and coaching to set you up for success, with almost all of our managers and team leaders starting out in roles just like this! So, come aboard and start your incredible journey with Virgin Atlantic.

Day to day

• Take inbound calls from customers needing assistance with bookings, flight changes, and queries during evening and night hours.
• Deliver service that’s warm, welcoming, and unforgettable—especially for our frequent flyers and those travelling at off-peak hours.
• Ensure every interaction counts by being attentive and thorough, reducing the need for follow-up contacts and ensuring that our customers are supported all through the night.

About you

As a Customer Advisor based in Swansea, you'll be part of a 24/7 team supporting Virgin Atlantic customers from every corner of the globe. Flexibility is key in our work, and we’re looking for people ready to make an impact during evening and night shifts.

Thinking of applying? Here’s what we’re looking for:

• Flexibility with Night Shifts: You're prepared to work varied shifts, including late nights, evenings, and some weekends.
• Passion for People: You genuinely enjoy connecting with customers, even in the quieter hours, adapting your approach to deliver an exceptional and personalised experience for each and every one.
• Resilience in a Fast-Paced Environment: You excel under pressure, managing multiple tasks efficiently and staying focused even as the night progresses. Your time management and prioritisation skills keep you on track, no matter the hour.
• Confident & Positive Attitude: With a can-do spirit and upbeat energy, you’re ready to handle whatever comes your way, making every interaction feel special.
• Quick to Learn & Adaptable: You pick up new systems easily and adjust to different customer needs with grace, making sure every customer feels looked after.

If this sounds like you, we’d love to hear from you! Start your journey with Virgin Atlantic and discover what it means to be ‘Red on the inside.’ Join us, and experience our vibrant, high-performance culture first hand—even when the sun’s not up!