Executive – Customer Services (Cargo)

Job Description:

Hours: 37.5hr per week to include shifts covering 7am - 7pm Monday - Friday and Saturday 8am - 4pm (1 in 8 approx) including bank holidays

Contract: Permanent

Location: Hybrid – 3 days a week at either our Cargo Facility at DCE (London Heathrow) or VHQ (Crawley). Thursdays at DCE are required. 

Closing date: 21st July 2025

In a nutshell

As our Executive – Cargo Customer Service, you’ll be the frontline expert for our most complex and high-value cargo bookings. From pharmaceuticals to luxury vehicles and interline shipments, you’ll handle specialist customer needs with precision, empathy, and commercial acumen.

You’ll work closely with Sales, Revenue Optimisation, and Operations teams to ensure every booking is accurate, compliant, and contributes to delivering our revenue target. If you’re passionate about customer service and thrive in a fast-paced, detail-driven environment, this could be your opportunity to shine.

Day to day

Manage specialist bookings and quotes for UK and US customers, including high-value and sensitive shipments.
Handle escalated customer queries and VIP accounts with professionalism and care.
Negotiate rates for complex shipments in collaboration with Revenue Optimisation and Sales teams.
Ensure compliance with IATA, Dangerous Goods, and GDP regulations.
Support customers in using online booking platforms and troubleshoot booking issues.
Drive customer satisfaction by resolving service failures and prioritising high-impact accounts.

About you

Are you a customer service professional with a keen eye for detail and a passion for logistics? Do you enjoy solving problems, building relationships, and making a real impact on customer experience and revenue? Then this could be the role for you!

Alongside the above, we’re looking for someone with:

Amazing customer service skills and proven experience in a customer-facing role.
Previous cargo, contact centre, or sales experience (desirable).
Understanding of freight forwarding and cargo revenue management.
Excellent communication, negotiation, and relationship-building skills.
Strong organisational skills and attention to detail.
PC literacy and familiarity with booking systems and CRM tools.

If the above sounds like you, and you want to help us set the standard for premium cargo customer service at Virgin Atlantic, we’d love to hear from you!

Our recipe for leadership

At Virgin Atlantic, our leaders empower teams to thrive through collaboration, innovation, and excellence. Explore our Leadership Recipe and discover the 20 core ingredients that define what it means to lead with us, driving our mission to be the most loved travel company and achieve sustainable profit. Want to learn more? Click here

Be yourself

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

Job Ident #: 2879

Company Details

Virgin Atlantic

Fleming Way
Crawley, England United Kingdom, International RH10 9DF International
www.virginatlantic.com/us/en

Virgin Atlantic uses a mixed fleet of Airbus and Boeing wide-body aircraft and operates to destinations in North America, the Caribbean, Africa, the Middle East and Asia from its main hub at London–Heathrow, and its secondary hub at Manchester

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Job Info

Location

Crawley, England United Kingdom, International, United Kingdom

Type

Permanent

Company Details

Virgin Atlantic

Fleming Way
Crawley, England United Kingdom, International RH10 9DF International
www.virginatlantic.com/us/en