Aftersales Advisor

This role is based within the Vista Aftersales and focused on providing an exceptional service to all Agents, Customers and Supplier partners for any Vista , Hays Beds & Hays Transfers existing booking queries.

Role Summary

Vista  Aftersales is an operational team which receives high volumes of incomings calls and email enquiries from agents, supplier partners, other head office teams and customers needing assistance in resort. Our main focus is ensuring exceptional service, efficiency and accuracy at all times whilst striving to hit team’s KPI’s.

Main Responsibilities

• Booking Failures Vista , Hays Beds, Hays Transfers
• Answering general booking questions
• Adding special request/special assistance
• Booking amendments Vista , Hays Beds, Hays Transfers
• Booking cancellations Vista , Hays Beds, Hays Transfers
• Documentation requests
• Airport and In-resort calls
• Build and maintain relationships with agents, customers & supplier partners
• Identifying and meeting customers’ needs by always providing exceptional customer service
• Pro-actively attempt to minimise financial loss to the business wherever required
• Achieving individual and team KPI’s
• Effectively performing administration duties and follow processes accurately
• Sourcing additional product (different room type/board basis etc.) and manual Hays Beds & Hays Transfers bookings
• Working on various booking exception reports ensuring they are kept up to date at all times
• Provide assistance to internal and external agents and customers in a crisis situation Vista , Hays Beds, Hays Transfers
• Assist in minimising losses to the business wherever necessary
• Prepare, issue and  manage erratas and schedule changes effectively

Essential

Experience of working in a similar type of service role

Desirable

Previous travel experience

Customer Service

Deliver exceptional customer service to all internal and external agents and customers

Skills

• Organisational and time management skills
• Negotiation skills
• Attention to detail
• Understanding of in-house products/systems and external supplier products/systems
• Resilient
• Ability to work in a fast paced call centre environment
• Good administration skills

Team Work

• Enthusiastic and proactive with the ability to work independently (self - motivated) and as part of a team
• Ability to work effectively with people from diverse backgrounds
• Open to change and flexible to suit business needs

Communication

• Good verbal and written communication skills
• Ability to liaise with staff on various levels
• Ability to remain professional at all times

Values

• Commitment to contribute to the growth of the business and the development of the team
• Ensure that the Hays Travel values are demonstrated at all times and that others follow this standard

General

• To undertake any other duties that fall into the job criteria
• To conform with all company policies and procedures including Health & Safety
• To treat all employees, customers and suppliers with dignity and respect
• This job description is not intended as an exhaustive list of all duties and responsibilities of the post but simply reflects the key areas involved

About Hays Travel:

As the UK’s largest independent travel agency, Hays Travel specialise in providing good value, quality holidays alongside excellent customer service. We work with all leading suppliers and can package holidays that include hotels, flights, cruises, tours, attraction tickets, and more. We have over 470 Branches throughout the UK and our Head Office based in Sunderland, is home to tour operator teams, finance, marketing, people/HR and IT, plus many more. We have been operating for over 40 years, and continue to grow each year.

Hays Travel is committed to safeguarding and promoting the welfare of all colleagues. As an accredited employer provider of apprenticeships, we undertake basic checks through the Disclosure and Barring Service (DBS) to ensure the safety of our apprentices for relevant roles.