Apprentice - Homeworking Operations

Posted 22 January 2024
Business Area Apprentice

Job description

Earn while you learn with our award winning training team


This is an exciting apprenticeship opportunity within our Homeworking Operations Team, based in our Head Office in Sunderland.


The main purpose of this role is to support over 450 homeworking agents with any queries they may have. This role involves answering calls, responding to emails and assisting our agents through live chat. Our customers are at the forefront of everything we do, so exceptional customer service experience is required.



  • Deal with all Homeworking Queries from our 500 plus agents
  • Assist with admin and support emails
  • File audits / Booking Reports
  • To ensure that all bookings are administered professionally and within given timescales
  • To ensure that all tasks are processed on a timely basis and in a first class manner
  • To ensure e-mails are prioritised and dealt with on a timely basis
  • Report any issues/improvements where appropriate
  • Monitoring and maintaining high productivity
  • Liaising directly with homeworking agents
  • Liaising with all Hays Divisions & head office teams to resolve any issues
  • Completion of assigned reports as allocated by the team leader / manager


Competencies Required

  • Excellent, organisational and administration skills
  • Provision of excellent customer service to internal and external agent at all times
  • Accuracy and excellent attention to detail
  • Ability to work to strict deadlines
  • Encouraging working attitude and desire to put forward ideas and implement positive changes to working practices as required
  • Computer literate
  • Ability to act on own initiative and prioritise workload
  • Flexibility to suit needs of the business


Technical Skills Required

  • Basic knowledge of computer systems i.e. Microsoft Word and Excel with the ability to utilise its key functionalities
  • Strong attention to detail and accuracy skills
  • File management skills
  • Web Navigation Skills


Qualifications/Experience required

  • English & Maths grade 4 or above



  • To be committed and dedicated to completing the customer service Apprenticeship programme within the 12 month timescale, attending all relevant training workshops
  • To undertake any other duties that may fall into the job criteria
  • To conform with all company policies and procedures including Health and Safety
  • To treat all employees, customer and suppliers with dignity and respect


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.


Our values


Our SMILE values are embedded in to our Company and ensures 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.


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


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.