Job Details

Concierge

Location: Lakeside
Job Type: Contact Centre
Ref: 168924

Salary: £16,010 per annum plus excellent benefits

Contract: 7 months fixed term

Hours: 30 hours per week, Days, Evenings and Weekends 09:00 - 22:00

Location: Lakeside

Closing date: 16th December 2019

Many of our staff at Virgin work flexibly and in many different ways, including part-time, different core hours or remote working. Please talk to us at your application or interview stage about the flexibility you need. We can’t promise to give you exactly what you want, but we are happy to explore what’s possible for the role.

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In a nutshell

This is an exciting opportunity to join our dynamic and high-energy standalone store in Lakeside. You will be part of our front line staff, offering an excellent level of customer service that leaves every one of our customers that visits this store feeling they can seek the world.

Our Concierges engage with our customers to understand their needs quickly and expertly while maintaining excellent customer experience to help drive our Net Promotor Score (NPS) and impact sales through the delivery of the service proposition

Day to day

You will meet all our customers upon arrival and identify their needs within initial interactions
Be responsible for the end to end customer experience
Match individual customer needs to the right holiday Advisor
Handle the customer booking process
Ensure customers have access to in-store service proposition while waiting for an appointment or Advisor has become available
You will bring to life the magic of our holiday to our customers via our brochures, videos and personal knowledge
You will work with the Manager to ensure our customer service and sales targets are met
Maximise margin of the store through add on sales
Take care of queries in a timely and efficient manner
Highlight any service issues which impact the customer experience to the Store Manager
You will use your own creativity and data insights to make recommendations for how these service issues can be resolved

About you

To be a success in this role, you will show genuine enthusiasm and a real passion for providing a high standard of service. We are looking for someone with a flexible attitude to their work, who is passionate about meeting customer demands with a "can do" attitude. You will need to have an interest in our customers and be happy to take personal responsibility while they wait to see to be seen.

Experience with dealing directly with customers, either face to face or over the phone would be advantageous. This role requires an excellent communicator with excellent influencing and negotiation skills. Expectations are high but will make sure you have the happiness of working for an iconic brand in a rare and stimulating setting.

So do you pride yourself on your social skills? Can you organise your time effectively? Do you love to prioritise tasks to ensure all situations are dealt with effectively, if so why not apply today?

The perks

We recognise the value you add to our dynamic company. That's why we give our people the rewards that they deserve. We have a whole host of benefits to help you enjoy life to the full, including up to seven flights a year to a wide range of fabulous Virgin Atlantic destinations. Of course you can also take advantage of discounts on our amazing Virgin Holidays hotels. We also offer a competitive benefits package including pension and private medical schemes and life assurance. You can even self select whats important to you through our benefits portal. We appreciate that life is busy, so when operationally possible remote working is available.

Be Yourself - Our Differences make us stronger

Virgin Atlantic and Virgin holidays are committed 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, pregnancy and maternity. Diversity brings strength which is why we strive to provide an inclusive environment where individuality is celebrated and we can unleash the potential of our forward-thinking mix of people.

To all recruitment agencies: Virgin Atlantic does not accept unsolicited agency CVs.