Aftersales Team Leader

Overview

This role is based within Vista After Sales 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

Assist department manager/s with the effective management and day-to-day operation of Vista Aftersales team in line with business objectives whilst leading by example and ensuring service levels are always at their highest as well as motivating the team to strive to achieve KPI’s.

Main Responsibilities

•         Deliver effective daily team talks, agreeing SMART objectives and gaining team commitment for a successful day ahead.
•         Assist department manager/s with supervision, coaching and development of the Vista Aftersales team.
•         Motivating and supporting the team to achieve maximum staff productivity
•         Leading by example in achieving individual productivity and objectives.
•         Identifying and meeting customers’ needs by always providing exceptional customer service.
•         Assisting manager/colleagues with escalated issues and take ownership to reach a suitable resolution on a timely basis.
•         Pro-actively attempt to minimise financial loss to the business wherever required.
•         Vista 24hr emergency assistance scheduling, take calls from customers in need of assistance outside of Vista Aftersales opening hours (worked on rota basis).
•         Assisting with the manager/s with the day-to-day operation of the Vista Aftersales team, tasks include for Vista, Hays Beds & Hays Transfers:-
•         Booking amendments.
•         Booking cancellations.
•         Documentation requests.
•         Answering general booking questions.
•         Airport & In-resort calls.
•         Adding special requests/assistance.
•         Booking failures.
•         Aid internal/external agents and customers in a crisis situation.
•         Produce, issue & handle schedule changes and errata effectively.
•        Working on various financial exception reports ensuring they are always kept up to date.
•        Various Management Reports

About Hays Travel

As the UK’s largest independent travel agency, Hays Travel specialises 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.

Our values

Our SMILE values are embedded in to our company and ensure our teams work strongly together. You and all of our colleagues will ensure that the Hays Travel values are demonstrated at all times.

• Supportive
• Motivational
• Innovative
• Loyal
• Excellent

What it’s like to work for us?

Whichever location or department you work in, our people are always at the heart of everything we do. We offer a range of training programmes to help you progress personally and professionally, as we know the benefits of promoting and rewarding our hardworking colleagues are extremely important.

Of course, it's not all about work. We’re very sociable and there are always lots of team nights-out and company parties. Plus, there are opportunities to travel abroad on educational trips, and you can also take advantage of our colleague discount when booking your own holidays.

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.