Virgin Holidays Recruitment Agencies
Job Details

Supervisor – Customer Relations Experience

Ref 156288
Location Crawley, West Sussex  
Contract Type Permanent
Salary range £25,000+
Job Type Customer Relations
Job Details

Salary: £27,500 per annum plus excellent benefits

Contract: Permanent 

Hours: 37.5 hours per week, Mon - Fri 09:00 - 17:30

Location: The VHQ - Crawley, West Sussex

Closing date: 18th January 2019 

In a nutshell

Working within the Customer Relations team to review, analyse and report on post departure feedback and service performance, developing tools and sharing best practise to support a seamless customer journey.

Being passionate about service excellence, identifying opportunities to affect positive change to the customer experience and engaging across the Customer Relations team & business to drive efficient and effective improvements and keep these alive.

Day to day

Key accountabilities in this role will be:


  • Be the customer champion and influence action and activity to ensure our customers are at the heart of the decisions we make
  • Work with our Supervisors and take direct ownership of specific complaints from beginning to end as required whilst supporting the team with critical issues
  • Reviewing, analysing and joining up service data and feedback to provide reporting for Management/Directors on key targets alongside complaint trends, opportunities, actions and improvements.
  • Weekly and monthly reporting around complaint management.
  • Identify complaint trends and join up communication across our business to drive positive changes to enhance our customer experience
  • Take ownership of monthly Customer Service Improvement meetings to enhance and drive customer satisfaction, loyalty and NPS. Keep the agenda alive, identifying and collating issues from key teams, ensuring clear, agreed accountability and time frames and monitoring actions and initiatives until conclusion
  • Participate in weekly meetings bringing feedback, updates and reporting from Customer Relations to help drive actions and improve customer communications
  • Support ongoing ISO accreditation for Complaint Handling by leading developments and changes to documentation and tools to support the Complaint Management Process & Procedures. Ensure Customer Relations and Overseas teams are aware of and confident in complaint management procedures
  • Design, implement, monitor and execute processes to obtain ongoing customer feedback.


  • Keep communication alive, leading regular team huddles (in communication with other Supervisors) to engage entire team in 2 way feedback, share trends, latest developments and positive actions & improvements and team “need to knows”.
  • Get the teams agreement to actively provide feedback on the trends they are seeing.....taking ownership of actions to improve service performance
  • Work closely with the overseas teams to drive timely business action
  • Drive consistently excellent service delivery through exceptional engagement
  • Oversee, monitor and handle the outputs of our plan on a page to ensure we deliver and drive positive action
  • Ongoing ownership of BACs payments processes (and other Customer compensation processes) and ensure failed payments are monitored and re-issued to our customers
  • Ownership of daily reporting of Customer Relations compensation and Legal spends
  • Provide complete, accurate report to management on performance vs budget (cash, vouchers, air miles, gifts, supplier agreed, reclaims)
  • Review specific spends and drill down on complaints to provide information to explain the spend and/or authorisation. Minimise spend through finding opportunities for Supplier Agreement and/or business/team improvement, feeding back appropriately.
  • Work with the Customer Relations Manager & Supervisors to identify trends in spend and opportunities to minimise cost/maximise perceived value, this will include monthly reports for the Overseas Managers to breakdown in-resort spend per destination

About you

Do you have excellent leadership alongside previous reporting experience? If so, then this may be the role for you.

We are looking for someone who is self-motivated, customer centric and who will be a true ambassador for Virgin Holidays. To work within our Customer Relations team you will need to be happy working in a change orientated environment and be able to identify efficiency gains through reporting and building excellent working relationships. This role requires an excellent communicator with interpersonal, influencing, data driven and negotiation skills. You’ll be dedicated, versatile and have a creative approach to work and the ability to formulate effective solutions.

You'll need to be experienced in working to tight deadlines and handling a complex, dynamic and challenging workload as well as being able to prioritise based on customer requirements and business benefit. If this sounds like you why not apply today?

The perks

Our pioneering spirit and passion keeps our brand vibrantly alive. That's why we give our people the rewards that they deserve. We have a whole host of benefits in place to help you enjoy life to the full, as well as a world of travel opportunities including up to seven flights a year to a wide range of fabulous Virgin Atlantic global destinations. We also offer a competitive benefits package including pension and private medical schemes, life assurance, child care vouchers and excellent discounts across the Virgin Group of companies. We appreciate that life is busy, so when operationally possible remote working is available.

Be you - our differences make us stronger
Virgin Atlantic and Virgin Holidays are equal opportunities employers and positively encourage applications from suitably qualified and eligible applicants regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity. Our aim is to employ people who reflect the diverse nature of society which is why we strive to provide an inclusive environment where individuality is celebrated and we can unleash the potential of our forward thinking people.
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To all recruitment agencies: Virgin Holidays does not accept unsolicited agency CVs. Please do not send unsolicited CVs to our job openings or to Virgin Holidays employees. Virgin Holidays is not responsible for any fees related to unsolicited CVs.

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