Apprentice - VISTA Customer Relations

Earn while you learn with our award winning training team  

This is an exciting apprenticeship opportunity within our Customer relations team. The VISTA customer relations department is here to resolve all customer complaints satisfactorily ensuring that the customers continue to have a positive opinion of VISTA.  We also aim to ensure that the customer would continue to book with VISTA and recommend us to others.

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.  

Role Summary

The customer relations department is here to resolve all customer complaints satisfactorily ensuring that the customers continue to have a positive opinion of Hays Travel.  We also aim to ensure that the customer would continue to book with Hays Travel and recommend us to others.

Key Responsibilities:

• Dealing with written complaints from clients within various divisions within the company.
• Ensuring documentation relating to complaints is recorded, maintained and up to date.
• Keep clients informed of the progress of their complaint by both verbal and written communication.
• Liaising with Suppliers regarding complaints and queries.
• Ensuring we receive documentation within the given time-scales from the relevant parties involved.
• Liaising with ABTA & Legal Representatives.
• Producing relevant reports for management.

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

• 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

General

• 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 into 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.