As the Duty Manager OCC at Virgin Atlantic Ltd, you will be at the heart of our operations in Crawley, United Kingdom. This unique opportunity allows you to represent our customers in the Operations Control Centre (OCC), ensuring their needs are flawlessly integrated into our operations. You will be a confident and pragmatic decision-maker, capable of keeping calm under pressure and navigating emergency situations with ease. Your role will be to advocate for our customers, ensuring strict adherence to IROP Customer Principles and compliance with consumer rights and regulations. Collaborating with senior leaders is key, as you will work together to balance complex and often conflicting responsibilities during time-pressured scenarios like delays and disruptions.
Day to day
Coordinate the day-to-day operation of the OCC Customer Operations desk to meet customer needs.
Oversee decision-making across the desk and serve as the key point of contact for the OCC Duty Director and the wider OCC.
Set expectations and provide immediate feedback to OCC Customer Desk team members.
Seek opportunities to ensure all OCC Customer Care team members have the necessary knowledge, motivation, and professionalism to meet departmental requirements and critical metrics.
Ensure the OCC Customer Care team meets minimum staffing levels and adheres to the agreed overtime budget.
Deputize for the Manager - Customer Care OCC as required.
Recruit, manage, coach, mentor, and inspire individual team members to achieve and maintain the highest levels of procedural efficiency, customer satisfaction, and staff wellbeing.
Manage sickness, other types of absence, and HR issues to a high standard, applying Red Book policy.
About you
Expert in airline passenger consumer/contractual rights, including a detailed understanding of relevant legislation such as EU 261/2004, US 14CFR, and the Montreal Convention.
In-depth airline operations knowledge, ideally gained from an operations or airport background, with expertise in airline reservation, loyalty, and service recovery systems.
Strong leadership capability with a proven ability to deliver results and lead teams.
Confident in working collaboratively within the OCC structure, often without a senior manager present, and capable of making accountable decisions in challenging situations.
Strong communication skills and able to "think on your feet."
Demonstrated credibility, trust, and confidence in interactions with people.
Emotional resilience to remain effective under pressure.
High personal and professional standards, acting as a great ambassador for Virgin Atlantic Ltd.
Ability to assess complex operational situations and implement solutions.
Champion and voice of the customer, balancing this with a concern for revenue protection.
Excellent cross-functional and team-working skills.
Does this sound like you? If you're energised by this prospect, we'd love to hear from you!