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Customer Care OCC GTS Specialist

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Virgin Atlantic

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Location:
United Kingdom , Crawley

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

In a nutshell: Ever wondered what it’s like to work in the Operation Control Centre (OCC). We have a phenomenal opportunity for a Specialist – Customer Care OCC GTS (Global Ticketing Services), to play a key part in supporting our Customer Teams in the event of major flight disruption. This could include unplanned aircraft changes, delays, or cancellations. You'll work at pace to complete ticket issuance, reissues, and crucial daily tasks, whilst supporting our global airports with complex ticket issues and provide customer forecasting and real-time route analysis to key OCC collaborators.

Job Responsibility:

  • Handling incoming calls from Airport Duty Managers and Station Managers regarding any issues relating to flights or aircraft changes
  • Highlighting issues during an IROP (Irregular Operations) event, or as and when needed within the OCC
  • Providing inventory information for the OCC during IROP so that an informed decision on customer experience, re-protection options and business impact can be made
  • Sourcing other airline seats for re-protection and ensuring the most cost-effective solutions are achieved
  • Co-ordinating resources during disruption to ensure all passengers are contacted, documentation is amended, and accurate records are kept
  • Completing out of hours aircraft changes when required
  • Co-ordinating and utilising our in-house automated rebooking system to re-protect our customers following a cancellation
  • Evaluating customer impact and making decisions on down-grading or up-grading passengers due to differing aircraft types when we action aircraft swaps
  • Supporting any ticketing related requests or issues, resolving these in a timely manner
  • Supporting tactical decisions on how to combat any spikes in calls to GTS
  • Look for ways to provide continuous improvement to processes and legacy procedures to encourage the team to work smarter and more efficiently

Requirements:

  • Fares and/or IATA/ABTA ticketing knowledge
  • Solid understanding of airline operations, ideally gained from an operational or airport environment, with in-depth knowledge of reservation, loyalty, and service recovery systems
  • Proficient computer skills, including strong competency in MS Office and aviation reservation and operational systems
  • Strong interpersonal and influencing skills, with the ability to assess situations objectively, engage confidently with stakeholders at all levels, and make consistent, effective decisions under pressure
  • Proven high-level decision-making capability, balancing customer needs with operational and commercial considerations

Nice to have:

  • Knowledge of Air 4 (VS Term / AXIS) and Amadeus
  • A background of working in a ticket booking environment within aviation

Additional Information:

Job Posted:
May 17, 2026

Expiration:
May 22, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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