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<h5>Description</h5>37.5 hours per week / permanent /&nbsp;working onsite on a seven-day rolling rota, including evenings, weekends and bank holidays on a four-on-four off shift pattern.<a href="https://www.ymcadlg.org/ymca-downslink-group-about-us/" target="_blank">Our mission</a>&nbsp;is to help children and young people have a fair chance to be who they want to be. We do this by providing a safe home, increasing life skills and self-confidence, and improving emotional wellbeing and mental health.<a href="https://www.ymcadlg.org/where-we-work/ymca-horsham/" target="_blank">Horsham Y Centre</a> provides 24-hour supported housing services offering medium levels of housing-related support for young people aged 16-25 with 50 bedspaces and shared communal facilities. We adopt a trauma informed and psychologically informed approach to supporting our residents to help them build essential life skills, identify their goals and work towards aspirations so that they can move on to enjoy fully independent futures. We have a dedicated team of Support Workers, Night Workers and additional Bank Workers who provide support, guidance, and signposting around areas such as housing, budgeting, living skills, jobs, relationship building and wellbeing. Situated in the middle of Horsham, the service has strong links with and contributes to the local community.We are looking for a Housing Night Worker to join our Horsham Y team.&nbsp;Main areas of responsibilities are:Safety and security<ul><li>Provide a friendly and professional front-of-house welcome to residents, visitors and staff, and ensure the building is safe, secure quiet and welcoming </li><li>Maximise the wellbeing of residents and visitors by ensuring adherence to health and safety protocols and house rules, all within the terms of tenancy agreements</li><li>Assess and monitor the risks presented by residents to ensure they can keep themselves safe and, where possible, continue their development</li><li>Record all incidents and accidents and share appropriately with the wider team, your manager and, if necessary, the central safeguarding team&nbsp;</li></ul>Engagement with residents<ul><li>Welcome residents home and provide informal and responsive support so they can articulate their aspirations and ambitions and acquire the skills they need to live independent and fulfilling lives</li><li>Ensure resident’s views, aspirations, concerns, and ideas are sought so they can play an active role in influencing the services they receive</li><li>Proactively promote the services on offer and ensure residents are encouraged to engage with those services</li><li>Contribute to, or support, evening groupwork activities so that residents can access tailored solutions that meet their needs, wishes and aspirations</li></ul>Administration and housekeeping<ul><li>Undertake tasks as directed, including but not limited to: inputting data, assessments, reviews, case notes onto our client database and entering new residents details/closing ex-resident records</li><li>Completing health and safety/compliance checks, and recording estate inspectors and room checks</li><li>Adding maintenance requests to our property services system</li></ul>General<ul><li>Work as part of a team, on a rota four on four off shift pattern, alongside another Housing Night Worker, ensuring young people at the service have non-judgemental, objective at night, along with taking responsibility for personal safety during periods of lone working</li><li>Contribute to a great working environment, with a calm, yet assertive manner, being able to handle potentially difficult situations</li><li>Participate in relevant continuing professional development and utilise Reflective Practice Supervision as part of leading psychologically informed practice&nbsp;</li></ul>There will be times when lone working will be a requirement for this role, but you will get to know the team and service, along with an induction and training prior to starting on a rota.&nbsp;Please download the job profile for full role details.&nbsp;&nbsp;If you’re enthusiastic about this opportunity but your experience doesn’t align perfectly with every requirement, we encourage you to apply anyway and demonstrate how your experience is transferrable. You may be just the right candidate.This is a dynamic and varied role; you will be passionate about being involved in the support and growth of young people.Experience and knowledge<ul><li>Experience of working in a customer facing environment, remaining calm and solution-focused when dealing with challenging behaviour</li><li>Basic understanding of the support needs of young people and/or adults at risks</li><li>Understanding of the impact of trauma on others, and the ability to work with a strengths-based approach with people who may be in distress</li><li>Demonstrated confidence and competence in recording notes/actions in service log, incident forms and Health and Safety check lists</li><li>Basic knowledge of good safeguarding procedures in relation to young people and/or vulnerable adults, and the ability to maintain professional boundaries (training provided)</li></ul>Skills and abilities&nbsp;<ul><li>Ability to communicate clearly both verbally and in writing for appropriate record keeping (vital for handover to colleagues working day shifts)</li><li>Good interpersonal skills and ability to build and maintain strong relationships</li><li>Ability to work lone work, work autonomously, and use own initiative, as well as being part of a team</li><li>IT skills, including proficiency in MS Office 365 package, as well as healthy and safety and client management systems (training on YMCA DLG systems provided)</li><li>Ability to de-escalate volatile situations and manage challenging behaviour appropriately</li></ul>If you would like any further information or an informal discussion about this post, please contact&nbsp;<a href="mailto:David.Martin@ymcadlg.org" target="_blank">David.Martin@ymcadlg.org.&nbsp;</a>Should you require any assistance with our application process, please email us at&nbsp;<a href="mailto:Recruitment@ymcadlg.org" target="_blank">Recruitment@ymcadlg.org</a>CLOSING DATE: Sunday 26 October 2025 at midnight. We reserve the right to close this advert early if a successful candidate is found, so please submit your application as soon as possible.TO APPLY: Please scroll down the page to the application form.Successful candidates will already have the right to live and work in the UK without restrictions.&nbsp;We are unable to offer visa sponsorship for this role.An inclusive workplace&nbsp;We are committed to policies and practices of equity, diversity, and inclusion and to supporting our people to make sure our culture is consistent with this commitment.&nbsp;Accessibility&nbsp;If you require assistance or have questions regarding the application process, please do contact us.YMCA DLG requires all staff and volunteers to be committed to safeguarding and promoting the welfare of children and young people, and to respond proactively to safeguarding concerns.&nbsp;Successful applicants&nbsp;are required to undertake an Enhanced DBS (including the&nbsp;Children’s and Adults’ barred lists)&nbsp;check, along with a reference and background check carried out by a third-party service provider.&nbsp;

YMCA DownsLink Group

Housing Night Worker

Location: Hybrid (VHQ, Crawley) Hours: 37.5 per week, Monday–Friday Contract: Permanent Salary: Competitive Closing date: 30th October 2025<h2>In a nutshell</h2>At Virgin Atlantic, we're more than just an airline—we're a brand that reimagines the way people experience travel. With a bold vision to become the most loved travel company, we thrive on challenging the status quo, pushing the boundaries of aviation, and celebrating individuality every step of the way.<h2>The Role</h2>As Manager – Journey Travel Product, you’ll take ownership of creating, evolving, and managing the travel products that shape our customers’ end-to-end journey. Responsible for a defined portfolio of customer journeys or missions, you’ll identify opportunities to elevate experiences, optimise performance, and deliver measurable impact.You’ll work cross-functionally with teams across Brand, Digital Product, Loyalty, and beyond to ensure every journey — physical or digital — is seamlessly connected. From conception to delivery, you’ll be accountable for product success, ensuring each initiative drives both customer delight and commercial value.<h2>Key Responsibilities</h2><ul><li>Identify business and customer needs to inform product creation and development, using insights to pinpoint high-impact opportunities across the end-to-end journey.</li><li>Collaborate across teams to ensure every product and experience is connected, cohesive, and consistent — regardless of channel.</li><li>Deliver channel-agnostic experiences that meet customers wherever they are.</li><li>Balance innovation and distinctiveness with a focus on fixing the basics and delivering operational excellence.</li><li>Act as Product Owner within cross-functional delivery teams, overseeing implementation and ensuring projects are delivered on time and to standard.</li><li>Monitor and evaluate product and experience performance, identifying opportunities to drive commercial growth and enhance customer satisfaction.</li><li>Own key metrics across your portfolio, balancing costs with commercial and customer outcomes to ensure strong ROI.</li><li>Maintain and prioritise a backlog of product improvements and launches, supporting the Senior Manager, Travel Product, and VP, Customer Journeys, in strategic decision-making.</li><li>Manage stakeholder expectations by using data and evidence to guide prioritisation and communicate progress clearly.</li><li>Support leadership in balancing quick wins with longer-term strategic initiatives to deliver meaningful customer and business value.</li></ul><h2>About you</h2><ul><li>Proven experience in product management, delivering results across customer and commercial outcomes.</li><li>Strong record of achieving operational, customer, and financial goals.</li><li>Excellent interpersonal skills with the ability to build and influence relationships at all levels.</li><li>Exceptional written and verbal communication skills, with confidence presenting to senior audiences and working groups alike.</li></ul><h2>Be yourself – our differences make us stronger</h2>At Virgin Atlantic, diversity and inclusion are at the heart of everything we do. We’re proud to be an equal opportunity employer and welcome applications from all backgrounds. If you require any adjustments during the recruitment process, reach out to us at <a href="mailto:Recruitment@fly.virgin.com" target="_blank">Recruitment@fly.virgin.com</a>—we’re here to support you.<h2>Our recipe for leadership</h2>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?<a href="https://careers.virginatlantic.com/leadership" target="_blank"> Click here</a>

Manor Royal Business District

Travel Product Journey Manager: Virgin Atlantic

Hours: 37.5 Monday to Friday Location: Hybrid remote working in our VHQ, Crawley Contract: Maternity Cover Contract Closing Date:  24th October 2025<h2>In a nutshell</h2>This pivotal role is dedicated to elevating our loyalty experience for our most valued High-Value Customers (HVC). You’ll be responsible for developing and delivering innovative loyalty and lifecycle products, with a particular focus on member tenure recognition, to drive customer satisfaction and revenue growth.You'll be responsible for designing and managing loyalty propositions for HVCs, ensuring they're seamlessly integrated across the Virgin Atlantic network. You’ll own the HVC portfolio, finding opportunities for improvement and driving initiatives that align with our strategic goals. With a focus on innovation, you’ll build a cohesive customer journey across digital and physical touchpoints, collaborating closely with Digital Product, Travel Product, CRM, Sales, VIP, Events and other teams to optimise engagement and growth. Additionally, you’ll implement VIP-specific products like Meet-and-Greet and high-level member events (along with managing the event budget) to enhance the loyalty experience. &nbsp;<h2>Day to day</h2>Drive HVC revenue and member satisfaction by delivering personalised benefits and loyalty experiences. Support sales growth and ensure revenue targets are met by closely monitoring trends and taking action to stay on track. Develop and implement programmes that enhance the Elite member experience, continually raising member satisfaction scores. Optimize service delivery through close collaboration with Systems and Architecture teams to enhance VIP support tools and processes. &nbsp;<h2>About you</h2>Are you experienced in loyalty product management and have a strong track record of customer satisfaction and revenue achievement? Then this could be the role for you!Alongside the above, we're looking for the following: Skilled communicator, able to build and maintain relationships with senior internal and external stakeholders. Known for your strategic vision, innovative approach, and commitment to delivering an exceptional experience for high-value members. Adept at navigating operational complexities to personalise and enhance the customer experience. Ready to make an impact? Join us at Virgin Atlantic and help shape the future of loyalty for our most valued customers!<h2>Our differences make us stronger</h2>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, (<a href="mailto:recruitment@fly.virgin.com" target="_blank">recruitment@fly.virgin.com</a>) feeling confident that we’ve got your individual considerations covered.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? <a href="https://careers.virginatlantic.com/leadership" target="_blank">Click here</a>

Loyalty Proposition Manager: Virgin Atlantic

<h2>Job Details</h2>Location: Hybrid – 3 days a week at VHQ, Crawley Hours: 37.5 per week, Monday to Friday Contract Type: Permanent Salary: Competitive Closing Date: 24th October 2025At Virgin Atlantic, we're more than just an airline—we're a brand that reimagines the way people experience travel. With a bold vision to become the most loved travel company, we thrive on challenging the status quo, pushing the boundaries of aviation, and celebrating individuality every step of the way.<h2>In a nutshell</h2>Every interaction with our guests is a moment that matters—and we’re on a mission to make each one extraordinary. As Senior Manager, Customer Measurement &amp; Analytics, you’ll lead our strategy for transforming data into insights that drive meaningful, real-time improvements across every step of the customer experience.You’ll lead the design and execution of a measurement framework that spans both digital and physical journeys, bringing together analytics, Voice of the Customer (VoC), and experimentation to inform decisions and inspire action. Your role is vital in embedding a culture of insight-driven change—making sure we don’t just listen to our customers, but act swiftly and visibly on their feedback.<h2>Key Responsibilities</h2><ul><li>Develop a unified measurement framework across digital and offline touchpoints—ensuring metrics are consistent, reliable, and actionable across the organisation. Own and optimise the business use of Adobe CJA, Adobe Target, and Medallia—driving adoption, enabling self-serve insights, and empowering teams to act on customer feedback and experimentation results. Lead Virgin Atlantic’s experimentation strategy—governing digital testing frameworks, tooling, and best practices that support high-quality A/B and multivariate testing at scale. Champion real-time VoC programmes that gather and combine customer feedback with behavioural analytics to generate clear, impactful insights. Work cross-functionally to ensure these insights inform strategy, prioritisation, and reduce service failtures Close the loop with customers—collaborate with frontline and customer care teams to respond meaningfully to feedback, track resolution effectiveness, and continuously improve satisfaction and trust. Act as our subject matter expert on journey analytics, VoC, and digital experimentation—maintaining cutting-edge tools and practices while staying on top of emerging trends and capabilities. Build and lead a high-performing team of analytics professionals—fostering a culture of curiosity, collaboration, and learning, while delivering measurable impact across the business.</li></ul><h2>About You</h2><ul><li>Considerable experience in customer insight, digital analytics, or customer experience—preferably in a fast-paced, customer-first environment. Deep expertise in digital analytics tools, with a strong preference for Adobe Experience Cloud (CJA, Target). Solid experience with Voice of the Customer methodologies and platforms (e.g. Medallia), and embedding them into broad customer journey strategies. Proven ability to translate complex data into actionable insights that influence customer satisfaction and loyalty. Excellent stakeholder management skills and the ability to drive collaboration across multiple teams and levels. Experience working within agile or cross-functional product environments is a plus.</li></ul><h2>Be yourself - our differences make us stronger</h2>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, (<a href="mailto:recruitment@fly.virgin.com" target="_blank">recruitment@fly.virgin.com</a>) feeling confident that we’ve got your individual considerations covered.<h2>Our recipe for leadership</h2>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? <a href="https://careers.virginatlantic.com/leadership" target="_blank">Click here</a> &nbsp;

Senior Manager - Customer Measurement & Analytics: Virgin

Service Advisor benefits package for Crawley Jaguar Land RoverJob Benefits · 25 days annual leave + Bank Holidays. · Company pension scheme · Employee referral programme · Working Pattern and applicable rotas · Annual bonus potential · Manufacturer training · Harwoods AcademyJOB PURPOSEThe role of the Service Advisor is to:<ul><li>Provide our customers with a warm, inviting and streamlined experience. Service Advisors will be required to build strong and trusting relationships whilst delivering outstanding levels of efficiency and communication.</li></ul><ul><li>Be a knowledgeable and supportive point of contact for customers requiring servicing or repair to their vehicles.</li></ul><ul><li>Successfully manage the flow of information between the workshop, the rest of the business and the customer to guarantee a highly satisfactory customer experience and to meet our brand standards.</li></ul><ul><li>Here at Harwoods, we highly value organisational, communication and time management skills along with a friendly smile.</li></ul>Department/Business/Location: ServiceReports to: Service ManagerKEY RESPONSIBILITIES<ul><li>Provide exceptional levels of customer service and ownership throughout your customer’s Harwoods experience.</li></ul><ul><li>Ensure a close relationship with the workshop to guarantee a high standard of communication for the customer.</li></ul><ul><li>Contribute to the achievement of productivity and customer satisfaction targets by meeting and exceeding individual KPI targets.</li></ul><ul><li>Handle customer enquiries and queries promptly and efficiently to create and maintain customer loyalty and retention.</li></ul><ul><li>Confidently establish an understanding agreement with the customer of the work to be carried out.</li></ul><ul><li>Accurately maintain the service department loading system in line with workshop capacity.</li></ul><ul><li>Manage the handover and administration and explain the work carried out on vehicle ensuring customers full understanding and authorisation.&nbsp;</li></ul><ul><li>Understand and adhere to manufacturer service requirements.</li></ul><ul><li>Maintain safe working practices and abide high standards of the business.</li></ul><ul><li>Take on additional responsibilities as required by the business.</li></ul>Skills &amp; RequirementsEssential<ul><li>Full UK driving licence.</li><li>Organised.</li><li>Smart appearance.</li><li>Confident.</li><li>Ability to excel in a team-based environment and achieve common goals.</li></ul>ExperienceDesirable<ul><li>Relevant experience in a customer facing role delivering excellent service.</li></ul> &nbsp;The Harwoods WayHarwoods Group is a values led, family owned automotive retail group that was founded in 1931. Our values are lived and breathed by all of our colleagues to enable industry leading customer experience and colleague engagement, as detailed below:We Treasure our people and our customersWe challenge ourselves to grow &amp; improveWe grab responsibilityWe run in the same direction as one teamWe inject energy and fun into our workWe are a top 30 automotive dealer group, as ranked by annual turnover on AM100, representing the following brand partners:Bentley, McLaren, Aston Martin, Jaguar, Land Rover, Audi, Volvo, BMW &amp; Mini (Service), MANWe operate across 5 counties in the South East of England, namely:Surrey, East Sussex, West Sussex, Wiltshire, Hampshire.With a high colleague engagement score of 72%, Harwoods Group has a real differentiator with our industry leading people development programme, including:recruitment and selection; onboarding; induction; probation; lets talk one to ones; Harwoods Academy; succession and development; colleague recognitionAfter continued growth, we now operate with circa 1,100 colleagues across circa 28 state of the art facilities.We demand the best for our colleagues and our customers and look forward to your application at <a href="mailto:recruitment@harwoods.co.uk" target="_blank">recruitment@harwoods.co.uk</a>Skills for the jobLiteracy Numeracy Techincal

Service Advisor: Harwoods

Vacancy NameCustomer Service Executive - TransfersVacancy NoVN1858Employment TypeFull-TimePrimary Work LocationPeople's Partnership - HQDescriptionCustomer Service Executive – Transfers About People’s Partnership: At the heart of our not-for-profit organisation is a commitment and a motivation to make the future-saving experience a simple one for our members. We champion fairness and simplicity, not profit-chasing. Imagine a financial adventure where everyone's a winner, fuelled by our exceptional service and brought to life by the fantastic individuals who work for us. We're a diverse employer with a flexible, hybrid working approach, ensuring everyone gets the opportunity to come to work and be the best version of themselves. What you'll be doing: Our Customer Service teams are the heart of People’s Partnership, ensuring our customers receive excellent service and technical support. You will deliver an excellent customer experience by providing tailored responses by understanding our customer’s needs, throughout the life of their relationship with us. You’ll support your team and work with colleagues across Customer Service Delivery to ensure we meet our customers’ needs whilst adhering to compliance and service standards. • Being multi-skilled by managing a broad range of customer queries and requests across a range of products and processes, ensuring you provide professional and helpful service through effective customer communication which maybe: in or outbound calls, emails or letters. • Respond to customer enquiries and requests using active listening skills and attention to detail when communicating via all channels of communication. To understand and support customers so that their needs are met - and service standards are maintained. • Supporting your colleagues on a day-to-day basis to resolve queries, build knowledge and confidence, and achieve quality and compliance standards. • Build and maintain relationships with both internal and external customers and third parties • Protect our Business, Customers and Colleagues by putting into practice training and acting in line with legislative and regulatory requirements, including Automatic Enrolment, The Pension Regulator (TPR), Financial Conduct Authority (FCA), Department for Work and Pension (DWP), His Majesty’s Revenue and Customs (HMRC), Data Protection Act (DPA) and any other relevant rules. What we’re looking for: • Good working knowledge of Microsoft Excel &amp; Word. • Experience in Administration/Customer service. • Numerate with good attention to detail. • Proven ability to explain detailed and/or complicated information in simple, everyday language. • Excellent verbal communication skills. • Self-motivated, disciplined and organised and ability to work effectively unsupervised. What you can expect from us: ● Generous pension contributions with an employer contribution of up to 14% ● Real living wage ● Income protection, critical illness cover &amp; death in service insurance ● Employee healthcare ● Parental and adoption leave ● Learning &amp; development opportunities and study support ● Travel season ticket loans ● Grab &amp; Go Deli Café ● Volunteering days and charity payroll giving ● Onsite gym ● Ride-to-Work scheme ● Social clubs and events Disability Statement People's Partnership is an equal opportunities employer. We believe everyone has the right to be treated fairly, with dignity and respect. We are committed to treating all our people (and all who apply for a role at People's Partnership) equally and enabling them to perform at their best and demonstrate what they have to offer. We are a disability committed employer, please let us know if you need any reasonable adjustments made to our recruitment process (application, selection assessments where relevant, and interview) to enable you to show us the best “you”.PerksOur people are our strength so finding ways to value and reward them is important to us. That’s why we offer an award-winning pension – it’s what we’re good at – plus health care cover, an onsite gym, access to a personal trainer; even the odd massage. And if they’re feeling peckish after all that activity, they can always refuel in our subsidised restaurant. Discover more of People's Partnership's employee benefits including our training programme, which is designed to give our people the support they need to develop a fulfilling career.Salary Range &nbsp;

Customer Service Executive - Transfers: People's Partnership

Location: Hybrid – 3 days a week at VHQ, Crawley Hours: 37.5 per week, Monday to Friday Contract Type: Permanent Salary: Competitive Closing Date: 3rd October 2025<h2>In a nutshell</h2>At Virgin Atlantic, we're more than just an airline—we're a brand that reimagines the way people experience travel. With a bold vision to become the most loved travel company, we thrive on challenging the status quo, pushing the boundaries of aviation, and celebrating individuality every step of the way.As CRM Manager, you’ll define and deliver Virgin Atlantic’s CRM strategy, working closely with the Senior Manager, CRM Delivery. Leading a team of three CRM Leads—focused on Trade, Pre-Flight, and Flying Club (Loyalty)—you’ll oversee the execution of customer journeys across our owned channels (SMS, WhatsApp, email, and app).Your mission? To drive over incremental flown revenue, strengthen customer retention, and contribute directly to our NPS growth. You’ll champion CRM as a driver of business change, aligning with our goals of sustainable profitability and becoming the world’s most loved travel company.<h2>Day to day</h2><ul><li>Build and deliver a CRM strategy &amp; trading plan that enhances the pre-flight experience and drives Flying Club growth.</li><li>Lead and inspire a team of three CRM Leads, enabling them to deliver bold, insight-driven activations.</li><li>Partner with stakeholders across Virgin Atlantic to gain buy-in and deliver CRM initiatives aligned to business goals.</li><li>Champion automation and AI-driven ways of working—unlocking efficiency, scalability, and speed to market.</li><li>Develop CRM’s role in Flight+, Ancillaries, Upsell, Cross-Sell, and Online Retail to maximise revenue and margin.</li><li>Deliver personalisation at scale—enabling 1:1 lifecycle interactions across all CRM channels.</li><li>Activate segmentation strategies, embedding their value across the organisation.</li><li>Collaborate with Omnichannel Analytics, Data &amp; Delivery teams to ensure best-in-class execution and actionable insights.</li><li>Own Pre-Flight VoC performance, driving continuous improvements that contribute to overall NPS targets.</li><li>Enhance multi-touchpoint pre-flight journeys—delivering greater personalisation by cabin, destination, and segment.</li></ul><h2>About You</h2><ul><li>Degree-level qualification (or equivalent experience) with a proven track record of delivering commercial results through CRM.</li><li>Experience in a fast-paced, high-performing environment.</li><li>Strong data and insight-led mindset, with demonstrable CRM activation case studies.</li><li>Skilled in managing diverse stakeholders across business and technical domains.</li><li>Confident communicator with strong influencing, storytelling, and presentation skills.</li><li>Adept at resolving conflicts and aligning cross-functional teams.</li></ul><h2>Be Yourself – We Celebrate Difference</h2>At Virgin Atlantic, diversity and inclusion are at the heart of everything we do. We’re proud to be an equal opportunity employer and welcome applications from all backgrounds. If you require any adjustments during the recruitment process, reach out to us at <a href="mailto:Recruitment@fly.virgin.com" target="_blank">Recruitment@fly.virgin.com</a>—we’re here to support you.<h2>Our recipe for leadership</h2>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? <a href="https://careers.virginatlantic.com/leadership" target="_blank">Click here</a> &nbsp;<a href="https://iagime.fa.ocs.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX/jobs/preview/56/apply/email" target="_blank">Apply now</a>

CRM Manager: Virgin Atlantic

Salary: 31,450 Location: West Hove Store, Hove, BN3 7GD Contract type: Permanent Business area: Retail Closing date: 25 October 2025 Requisition ID: Leading in our stores:Our management teams don't just run stores - they're the driving force behind our business. With bold leadership, a passion for service and an eye for opportunity, they empower teams to raise the bar every single day for our customers. Whether it's product availability, safety standards, or delivering seamless daily operations, they're hands on, sleeves rolled up changemakers. And the impact? Work becomes more rewarding for our colleagues, and shopping becomes a next level experience for every customer who walks through our doors. This is how we bring our purpose to life, one powerful action at a time.What you'll be doing:<ul><li>Taking responsibility for the overall customer experience across the store from the checkout to back of house ensuring we deliver on our customer commitments</li><li>Managing the front end checkout operation, ensuring all our customers are served in line with our expectations</li><li>Managing operations in our petrol station (If your shop has one)</li><li>People management is a big part of the role, managing performance and capability, conducting disciplinaries and ensuring scheduling and pay are accurate.</li><li>At times you may assume overall responsibility for running the store, making sure that all colleagues are given direction and support to deliver for the customer.</li></ul>What makes a great customer experience manager:<ul><li>Previous line management responsibilities in a fast paced, operational environment.</li><li>Someone who is truly obsessed with customers and service, and coaches a team to do the same.</li><li>Delivers KPI's or other performance indicators.</li><li>Can manage disciplinaries, performance issues or other similar employee relations issues.</li><li>Leads operations and comfortable doing this alone in the absence of more senior management.</li><li>A track record of delivering exceptional customer experiences, with evidence of coaching others to consistently raise the bar.</li><li>Experience leading teams in a dynamic, customer facing environment - you've inspired others, driven high performance, and created a culture where colleagues thrive.</li><li>Leadership experience in a high volume, fast paced operational setting - whether in retail, food service, or hospitality - where you've overseen daily operations, solved business problems, and kept teams focused on what matters most: delivering for customers.</li><li>Proven success in delivering against a wide range of KPIs - from sales and stock availability to customer satisfaction and colleague engagement, you've made a measurable difference.</li><li>Experience managing complex people matters, including performance, absence, and formal employee relations cases, with confidence and fairness.</li></ul>Working for us has great rewardsSalary will be dependent upon your experience as well as the store size, complexity and location. Alongside this, we also offer a great range of benefits for our managers, including:<ul><li>Discount card - 10% discount off on your shopping at Sainsbury's, Argos, Tu and Habitat after fourweeks. This increases to 15% discount off at Sainsbury's every Friday and Saturday and 15% off at Argos every pay day.</li><li>An annual bonus scheme based on our, and your, performance.</li><li>Free food and hot drinks provided for Colleagues in all our stores.</li><li>Generous holiday entitlement, maternity and paternity leave.</li><li>Pension - we'll match 4-7.5% of your pension contributions.</li><li>Sainsbury's share scheme - build up an investment at discounted rates.</li><li>Wellbeing support - access to emotional support, counselling, legal and financial advice.</li><li>Colleague networks - link with like-minded people to help fulfil your potential.</li><li>Our Cycle to Work scheme gives you the opportunity to hire a new bike and cycling equipment, whilst saving on tax and NI.</li><li>Special offers on gym memberships, restaurants, holidays, retail vouchers and more.</li></ul>An inclusive place to work and shop:We are dedicated to being a truly inclusive retailer, where every colleague can achieve their full potential and every customer feels welcome when they shop with us.To support this commitment, our colleagues may be entitled to a range of enhanced discretionary leave for families, as well as support for carers. We provide our colleagues resources to help them understand and support their role and their team effectively. Our internal colleague networks seek to ensure true representation for everyone, helping us identify and remove barriers that our colleagues may face. We are proud to offer a range of development opportunities, including mentorship, training, and career progression pathways, to help our colleagues grow and succeed. We also celebrate diversity through various initiatives and events, fostering a culture of inclusion and respect. If you would like to learn more about our commitment to inclusivity, please take a look here .Should you require any reasonable adjustments during the application or interview stages, please let us know, and we will endeavour to support you.

Customer Experience Manager

# Customer Experience Manager  Brighton, East Sussex  DescriptionRole: Customer Experience Manager Location: Brighton (Hybrid - 3 days in office) Hours: Full time - 36.25 hours per week (office-based - some flexibility for the right person) Pay: £31,000 - £34,000 per annum An excellent opportunity has arisen for a Customer Experience Manager to join one of our longstanding clients, an exciting organisation based in Brighton. Benefits Hybrid working after induction Additional day off for your birthday Holiday entitlement increasing up to 25 days with service Two learning and development days per year Opportunities to travel and experience company trips Supportive and people-first culture The Requirements Proven background in customer service management, compliance, or quality assurance Strong communication and conflict resolution skills, with experience handling sensitive issues Ability to analyse data, identify trends, and present actionable recommendations Knowledge of regulatory frameworks (ABTA, Package Travel Regulations, GDPR) Experience in designing and delivering training Strong organisational and project management skills (Desirable) Experience within the travel or education sector (Desirable) Experience as a Data Protection Officer or in a similar compliance role (Desirable) Familiarity with safeguarding and inclusion standards (Desirable) Awareness of AI and its application in customer experience The Role Act as the central point for all customer feedback and complaints Gather, assess, and report feedback to identify root causes and recommend improvements Lead customer service meetings and drive continuous improvement initiatives Support internal teams with customer engagement and issue resolution Ensure compliance with relevant regulatory and insurance requirements Serve as Data Protection Officer, managing breaches, compliance logs, and training Oversee terms and conditions updates and internal communication Design and deliver customer service training and service excellence programmes Collaborate on cross-departmental projects to enhance customer insight Support insurance renewals, claims, and H&amp;S initiatives Promote safeguarding and inclusion across the business Provide strategic guidance on responsible AI adoption to improve productivity and customer experience If you're keen to join a collaborative and forward-thinking organisation that truly values its people and customer experience, then please apply to this Customer Experience Manager role below or call Jamie Watson on (phone number removed) between 9:00am - 5:30pmAd ID:

Customer Experience Manager Brighton, East Sussex Clearline Recruitment Ltd £31,000 - 34,000 - ...

What we do Electric Car Leasing Why we do it Greener. Fairer. Future. Role overview We're looking for a highly skilled Customer Care (Complaints and customer feedback) Team Lead to oversee our team who'll investigate and analyse customer complaints in regulated and non-regulated environments over a parental leave cover of 12 months.The ideal candidate will possess excellent internal and external communication skills, a strong curiosity for all things complaints, and the ability to motivate a team to deliver fair outcomes to our customers, with exceptional attention to detail. What you'll do <ul><li>Thoroughly investigate and analyse all escalated complaints</li><li>Handle complex inbound and outbound communication with customers in a calm and assertive way</li><li>Working closely with our Operations and Customer Success teams to deliver data-led performance monitoring, aligned to individual and team wide objectives</li><li>Use several data sources to monitor performance across metric scorecards and regular reporting against KPIs/SLAs</li><li>Communicate with internal and external parties, as needed, to investigate and close complaints</li><li>Ensure regulatory compliance, including meeting SLAs and liaising with the Financial Ombudsman Service and the British Vehicle Rental and Leasing Association (BVRLA) for escalated complaints</li><li>Maintain and update the complaints database with accurate information</li><li>Make recommendations for fair redress and remedial actions</li><li>Ensure all complaints are documented according to policies and procedures</li><li>Provide root cause analysis and notify senior management of trends to make recommendations for customer experience improvement</li></ul> What you'll need <ul><li>Proven ability to lead and motivate teams effectively - this is vital!</li><li>Exceptional people skills with the capability to communicate effectively and drive a team to consistently deliver on our exceptional customer experience.</li><li>Proven Complaint Handling experience in an FCA regulated environment</li><li>High level understanding of the FCA's DISP regulations</li><li>Excellent written and verbal communication skills</li><li>Ability to build strong relationships with internal and external partners (power of persuasion)</li><li>Experience in data analysis</li><li>Experience in suggesting and implementing business improvements based on feedback</li><li>Experience in Financial Ombudsman Service and/or British Vehicle Rental and Leasing Association (BVRLA) liaison and case management</li></ul> About us The electric revolution has arrived - and from 2035 you'll no longer be able to buy a new petrol or diesel car in the UK.We're building a whole new way for drivers to join the electric charge and not only learn about and shop for their EV online, but experience a 'lease for life' through an industry changing customer experience. This is the chance to join one of the UK's most exciting start-ups - making it easy for individuals and businesses to go electric by getting their car, charger and energy all in one cracking deal.Octopus Electric Vehicles launched in 2018 to make it seamless to switch to cleaner, greener driving. Our mission is to drive sustainable change, decarbonise the planet and provide our customers with fair pricing and a fantastic experience.We're an Octopus Energy company-an innovative new energy supplier. We are part of the Octopus Energy Group, which seeks to improve the lives of millions of people by transforming the industries we operate in. The Octopus Group incorporates Octopus Energy, Octopus Healthcare, Octopus Investments, Octopus Property, Octopus Ventures and Octopus Labs.If this sounds like you then we'd love to hear from you.Need any specific accommodations? Whether you require specific accommodations or have a unique preference, let us know, and we'll do what we can to customise your interview process for comfort and maximum magic!We are an equal opportunity employer and do not discriminate on the basis of any protected attribute. Our commitment is to provide equal opportunities, an inclusive work environment, and fairness for everyone.

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