Customer Centre Advisor

Location: Pobl House, Swansea
Hours: Full Time 37.5 hours per week, Monday - Sunday. 07:00 - 23:00
Contract Type: Permanent
Salary
:
Competitive
Closing Date: 1st February 2026

Our Customer Centre Advisors are the friendly voices our customers can count on – from the moment they book, to the moment they land (and sometimes in between).

Based in our vibrant Swansea Customer Centre, you’ll be part of a team that turns everyday conversations into something special.

With our Sales Through Service approach, it’s never about the hard sell. It’s about listening in, tuning into what a customer really needs, and offering thoughtful extras – like that perfect extra legroom seat or an upgrade that makes them feel truly special. Because at Virgin Atlantic, those little touches are what turn good trips into unforgettable experiences.

• Chat with our customers via phone, helping with bookings, changes, and queries.
• Listen carefully, understand needs, and offer solutions that make each interaction personal and memorable.
• Identify opportunities to recommend products and upgrades that enhance the customer journey, working towards achievable revenue targets.
• Keep up to date with our latest products, policies, and promotions so your recommendations are always relevant.
• Approach every interaction with care, empathy, and a genuine desire to make the customer’s day.
• Enjoy bonus opportunities for achieving sales and service targets.

Do you love helping customers and spotting ways to go the extra mile? Are you confident in having open conversations and making thoughtful recommendations?

We’d love you to have:

• Proven ability to build rapport with a warm, engaging, and professional phone manner.
• A passion for turning challenges into opportunities, helping customers feel supported even when travel doesn’t go as planned.
• Demonstrable customer service experience in a contact centre, hospitality, retail, or any role where you’ve enhanced the customer experience.
• Strong listening skills and the ability to think quickly to provide effective, real-time solutions.
• A proactive problem-solving approach, with examples of going above and beyond to make customers feel valued and supported.

Don’t worry if you don’t tick every single box - if you believe you could make a real difference, we’d still love to hear from you!

• Competitive salary plus bonus opportunities (non-contractual).
• Industry-leading staff travel benefits once you’ve passed probation – because we think you should experience the world too.
• A workplace that celebrates individuality and encourages you to be your authentic self.
• Comprehensive training and ongoing development to help you thrive.

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, () feeling confident that we’ve got your individual considerations covered.