Specialist – Customer Care OCC GTS: Virgin Atlantic
Hours: Full time, 3 on 3 off shift pattern (3 x 07.00 - 19.00 followed by 3 days off, 3 x 19.00 - 07.00 followed by 3 days off, 3 x 11.00 - 23.00 followed by 3 days off)
Location: On-site at the Virgin Atlantic HQ, Crawley
Contract: Permanent
Closing Date: 2nd January 2026
In a nutshell
When disruption hits, our customers need confidence, clarity, and decisive action. As a Specialist – Customer Care OCC (GTS), you’ll sit at the heart of the Operations Control Centre, providing critical ticketing and rebooking support during some of the most time-pressured moments in our operation. You’ll work closely with OCC colleagues, airports, Virgin Atlantic Holidays and partner airlines to protect customer journeys, support On Time Performance, and ensure our customers feel looked after when plans change. This is a role for someone who understands that great customer care is as much about smart decisions as it is about empathy. You'll need the ability to thrive under pressure while thinking clearly in complex situations, and can manage a high workload, including day-to-day tasks alongside disruption, ensuring Virgin Atlantic and Virgin Atlantic Holiday tickets are issued effectively and promptly.
Day to day
- Deliver real-time ticketing and re-issue support for Virgin Atlantic and Virgin Atlantic Holiday customers
- Provide ticketing support during disruption, including aircraft changes, delays, diversions and cancellations
- Monitor customer connections and manage rebooking, rushes and misconnections in line with EC261 and customer principles
- Source reprotection options across partner airlines, balancing customer experience and cost effectiveness
- Provide ticketing support across the OCC, Swansea, LHR and Virgin Atlantic Holidays, flexing with demand
- Handle ticketing-related queries from internal teams, airports and airline partners
- Escalate issues clearly and confidently during IROP events, keeping stakeholders informed
- Ensure customer care systems and records are accurate, timely and audit-ready
About you
- Proven fares and/or IATA/ABTA ticketing knowledge
- Solid understanding of airline and tour operator operations, ideally from an operational or airport environment
- Confident using reservation, ticketing and operational systems alongside MS Office
- Calm, structured decision-maker who performs well under pressure
- Strong communicator, able to influence and collaborate with a wide range of stakeholders
- Customer-focused, with the judgement to balance service, operational and commercial priorities
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.
Additional information
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: https://careers.virginatlantic.com/leadership