Flights Customer Service Assistant

Posted 17 February 2022
Business AreaAdmin

Job description

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
  • Excellence

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.

What we are looking for?

We are looking for an AirPlus Assistant to join our amazing and fast-paced Flights Department. Their main focus being providing a professional and expert service to the group for any scheduled flight query. In this role you will be part of a successful and friendly team who customises and provides flight itineraries to our customers. You will use your product knowledge and provide excellent customer service to organise air travel arrangements via Galileo GDS. Dealing directly with our own agents, we provide a support function to all our sales division who rely heavily on our expertise.

What will be your key responsibilities?

  • Working on Galileo GDS system to create tailor-made flight itineraries via calls, e-mails and Live Chat.
  • Displaying excellent airline product knowledge
  • Offer expertise, advice and knowledge to our customers regarding airlines and routings.
  • Pricing and confirming airline air passes and Round the World alliance tickets
  • Ensure our customers have a ‘one stop’ solution with their enquiries
  • Ensure airline ticket deadlines are adhered to in accordance with airline contracts and fare rules
  • Action all aspects of amendments when requested accurately prior to tickets being issued
  • Support our customers with system support and guidance
  • Dealing directly with the airlines if a problem arises to achieve a preferred outcome
  • Ensure the Customer Excellence process and procedures are followed at all times

What competencies we are looking for?

  • Deliver exceptional customer service to all people
  • To be able to communicate professionally to people on all levels in the business via live chat, emails and calls
  • To be able to offer expert advice to customers on airlines and routings.
  • Ensure the aspects of the customer excellence programme are completed in line with company expectations.
  • Excellent organisational skills
  • Ability to use Word, Excel, & PowerPoint programmes to an advanced level
  • Highly motivated, confident and committed
  • Problem-solving skills with a can do attitude
  • Attention to detail and high levels of accuracy
  • Strong administration skills with excellent time management skills
  • Excellent verbal and written communication skills
  • Ability to liaise with staff at all levels
  • Effective motivational skills and the ability to remain positive and professional at all times

What experience we are looking for?

  • Previous experience of working in a fast paced environment
  • Previously worked within a customer service role