Virgin Atlantic

In a nutshell

As our Lead – Cargo Customer Service, you’ll be a senior point of contact within our Customer Service Centre, supporting the Manager and guiding a team of Executives to deliver outstanding service across our most complex and high-value cargo bookings.

You’ll manage daily operations, oversee performance, and ensure that every customer interaction meets our brand standards and KPIs. From pharmaceuticals and human remains to luxury vehicles and interline cargo, you’ll help shape the customer experience and drive commercial success.

Day to day

• Provide line management and performance support to the Cargo Customer Service Executive team.
• Create and communicate daily plans, manage resource allocation, and ensure SLA compliance.
• Handle escalations, investigate billing queries, and support continuous improvement initiatives.
• Manage specialist bookings and quotes for UK and US customers, including high-value and sensitive consignments.
• Collaborate with Sales, Revenue Optimisation, and Flight Planning teams to ensure accurate pricing and space allocation.
• Ensure compliance with IATA, Dangerous Goods, and GDP regulations.
• Support customers in using online booking platforms and troubleshoot issues.
• Prioritise VIP accounts and drive improvements in customer satisfaction and NPS.

About you

Are you a customer service leader with a passion for logistics and a talent for team development? Do you thrive in fast-paced environments and know how to balance operational excellence with commercial impact? Then this could be the role for you!

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

• Outstanding customer service skills and proven experience in a contact centre or sales environment.
• Previous cargo experience, with an understanding of freight forwarding and cargo revenue management.
• Experience in team leadership or supervisory roles (desirable).
• Excellent communication, negotiation, and relationship-building skills.
• Strong organisational skills and attention to detail.
• PC literacy and familiarity with booking systems and CRM tools.

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