Customer Care OCC Specialist: Virgin Atlantic

Location: On-site at VHQ, Crawley

Hours: Full Time, 37.5 hours per week - 3 days on 3 days off (day shifts: 7am - 7pm / mid shifts: 11am-11pm / 3 nights: 7pm-7am)

Contract Type: Secondment / Fixed Term Contract (12 months)

Salary: Competitive

Closing Date: 5th November 2025

At Virgin Atlantic Airways, we believe that everyone can take on the world, and it's our vision to become the most loved travel company. As we embark on this next exciting stage of our journey, we’re harnessing our spirit of entrepreneurship and innovation to challenge the status quo.

In a nutshell

Reporting to the Customer Care OCC Duty Manager, the Customer Care OCC Specialist will play a vital role in keeping our flying programme running smoothly and our customers informed, especially when things don’t go to plan. You’ll be the voice of the customer during disruption, ensuring clear, timely communication with stakeholders to protect the experience and reduce EC261 claims.

As a true customer champion, you’ll uphold our IROP (Irregular Operations) principles and ensure we meet consumer rights and regulatory standards. You’ll craft customer communications that reflect the Virgin Atlantic tone - empathetic, engaging, and unmistakably us - while keeping our Customer Centre and Airport teams updated with the latest information to support real-time service recovery.

You’ll also work closely with the Duty Manager on day-to-day operations and step in to deputise when needed, helping us deliver the kind of care our customers expect and deserve.

Day to day

As a Customer Care OCC Specialist, you will:

• Uphold and promote the IROP Customer Principles through the drafting and delivery of factual and effective communications on the Virgin Atlantic website and other contact channels.
• Co-ordinate with the wider Customer Care teams to identify opportunities where the customer experience can be enhanced.
• Be the 24/7 designated employee responsible for consumer rights and welfare in accordance with EC261 and US 14CFR ensuring we operate, deliver, and justify our actions within the various legal frameworks during flight disruptions.
• Monitoring the flying programme with an Operations Management System whilst having an awareness of DoT ruling for U.S Tarmac Delays, EC261 and various legal frameworks
• Inform and escalate any online activity that may jeopardise Virgin Atlantic business, reputation, or brand to the Press office
• Play a pivotal role in our company response to an Elevated, Amber or Red activation status.

About You

Based within the Operations Control Centre (OCC), this is a fantastic opportunity for someone who is consistently and objectively able to assess a given set of circumstances to be at the centre of customer recovery. Do you have a natural ability to empathise and assist people in high pressure and ever-changing situations, along with the skills and experience below?

• An excellent communicator, with conflict resolution skills, able to ‘think on your feet’.
• Literacy skills and the ability to create clear customer communications in daily and IROP scenarios in a time pressured environment.
• Proven ability to take directions readily and be proactive with a forwarding thinking attitude.
• Airline operations knowledge with an in-depth understanding and ability to navigate airline reservations, loyalty and service recovery systems.

It would also be great if you have experience in Airline customer rights including an understanding of all the significant legislation including EC261, US 14CFR and the Montreal Convention.

So, if you love influencing and have a keen eye for attention to detail whilst protecting and enhancing the customer experience, we would love to hear from you.

Be yourself – Our differences make us stronger

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.

Our recipe for Leadership

At Virgin Atlantic, our leaders empower teams to thrive through collaboration, innovation, and excellence. Explore our Leadership Recipe and discover the 20 core ingredients that define what it means to lead with us, driving our mission to be the most loved travel company and achieve sustainable profit. Want to learn more? Click here