Customer Service Agent, London Heathrow

Location: London Heathrow Airport, UK
Hours: Full Time (37.5 hours on a 4 on 2 off shift pattern)
Shifts: Monday - Sunday from 04:00 - 23:30, working on a 7-day rotational pattern
Contract: Permanent
Salary: £26,312 plus shift pay and excellent benefits
Closing Date: Tuesday 23rd December 2025

At Virgin Atlantic, we're looking for talented Customer Service Agents to join our team at London Heathrow airport, UK. You'll provide a warm welcome to our customers, ensuring a flawless journey, from check in and boarding, to meeting aircraft on arrival. This is an outstanding opportunity to engage, establish rapport, and use your personality to create a memorable and individual experience for our customers.

Our airline operates 365 days a year, 7 days a week and some of your key responsibilities will include:

• Meeting and greeting all Virgin Atlantic and Delta Air Lines customers and guiding them as they enter the terminal. You'll assist them with our self-service check in kiosks, ensuring that each customer receives a helpful, friendly and professional service
• Checking in our customers, including verifying travel documentations, accurate seat assignments and ensuring their bags are within our airline regulations
• Engaging with our customers to improve revenue generating opportunities. This will include actively promoting the features and benefits of extra legroom seats or cabin upgrades to maximise sales opportunities
• Escorting Unaccompanied minors/VIP's/PRM's (Passengers with Reduced Mobility), making them feel comfortable and cared for in their journey with us
• Working with our Gate Supervisors at the boarding gate to provide the smooth and efficient boarding of all customers, to facilitate the achievement of our airline's on time departure targets
• Airside duties will also include representing Virgin Atlantic in meeting inbound flights at the arrival gate, baggage hall or assisting customers at our transfer desk
• Maintaining the highest uniform standards in our iconic Vivienne Westwood uniform is an essential part of this role and our brand

This is an exciting opportunity to work in a busy, fast paced environment, where we'll support and develop you along the way. Do you have these skills and experience? If so, we'd love to hear from you!

• Minimum 12 months experience working in a customer service role is essential, preferably within the airline or travel industry
• Demonstrate outstanding communication skills, both written and verbal, and be proficient in English as a language
• Strong problem-solving abilities and a determination to provide world-class service, even when things don't go to plan for our customers
• Have the skills to remain calm and composed under pressure, always ensuring engaging customer interactions, and great teamwork
• Be capable of working in a fast-paced environment and be on your feet for long periods of time while always maintaining a positive and optimistic attitude
• Proficiency in digital literacy would be preferred, as our Customer Service Agents work from several different computer systems. But we'll ensure you receive full training from our fantastic team
• Flexibility to work different shifts between 04:00am and 23:30pm, including weekends and bank holidays, 365 days a year
• Must live in the UK, and be located within a 90-minute commutable distance from London Heathrow airport
• Must be aged 18 years or over, and have the ability to acquire a full airside pass ID that permits you to enter and work in restricted areas of London Heathrow airport. This is an essential part of this role!

At Virgin Atlantic, our people are the heart and soul of our Virgin family. We're committed to unlocking your true potential and providing outstanding development opportunities to help you build and grow your career. As a Customer Service Agent, you'll be given the chance to be a role model for our high performing team that's dedicated to delivering extraordinary experiences at the airport!

If you pass the initial screening, you’ll receive your outcome early in the New Year. Successful applicants will then complete an online video assessment, followed by an invitation to an assessment centre at our Virgin Atlantic Headquarters in Crawley, West Sussex, from February 2026.

Training courses and start dates will run throughout 2026, and some candidates may be placed in our talent hold pool. We aim to provide updates as quickly as possible, but please allow for delays during the festive period.

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

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