Apprentice - Customer Relations

Posted 26 April 2022
Business AreaApprentice

Job description

Earn while you learn with our award winning training team  

This is an exciting apprenticeship opportunity within our HTOL Customer relations team. This a varied role, which requires a mature attitude and involves handling all complaints for Hays Tour Operating as well as Hays Beds and Hays Transfers.  We do deal with sensitive issues so a mature attitude is essential, that being said it is a fun team to be part of and every day is different. An ideal role for someone who can think outside the box and enjoys a challenge.

Below is a list of the key responsibilities which you will learn during your apprenticeship.


Key Responsibilities:

  • Log and acknowledge all complaints for Hays beds, Hays transfers and HTOL.
  • Investigating complaints accurately with relevant parties
  • Making best use of information available
  • Evaluating information and evidence and making sound decisions on complaints
  • Communicate findings effectively and efficiently with branches and clients
  • Identifying ways of resolving complaints quickly and appropriately
  • Achieve the best possible outcome for clients
  • Provide excellent customer service
  • Aim to achieve a one letter resolution
  • Liaise with ABTA and follow their code of conduct
  • Log all correspondence and conversations
  • Overcoming common problems
  • Liaise with legal team for advice
  • Feedback relevant info to departments on how services can be improved


 Competencies Required:

*         A good team player

*         Good organisational skills with the ability to prioritise own workload

*         A clear and effective communicator with the ability to liaise with internal and external customers

*         Ability to build relationships with customers, providing exceptional customer service at all times

*         Analytical and problem solving skills

*         Ability to work as part of a team in a dynamic and vibrant department 

*         Strong team player who is supportive and strives for success for themselves and their team 

An enthusiastic and positive approach to learning and progressing within the company 

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

  • Ideally 4 GCSE’s grade 4 or above (or equivalent) including English & Maths 


*           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

*         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.

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