Customer Relations Clerk

Role Summary

This is an exciting opportunity to join our Customer Relations team at Hays Travel. The department is dedicated to resolving customer complaints with empathy, professionalism, and care, ensuring every customer walks away with a positive impression of our brand. Our aim is to build trust, encourage repeat bookings, and inspire customers to recommend Hays Travel to others. As we deal with sensitive and sometimes complex situations, a mature, understanding, and compassionate approach is essential. At the same time, you’ll be joining a supportive and collaborative team where no two days are the same. This role is perfect for someone who enjoys creative problem-solving, thrives on new challenges, and values teamwork when overcoming obstacles together.

Key Responsibilities

• Handling complaints from customers across various company divisions.
• Recording, maintaining, and updating documentation related to complaints in compliance with GDPR
• Keeping customers informed about the progress of their complaints through both verbal and written communication
• Coordinating with Tour Operators regarding complaints and queries in line with ABTA’s Code of Conduct
• Ensuring timely receipt of documentation from relevant parties
• Liaising with ABTA and Legal Representatives
• Generating relevant reports for management
• Adhering to Customer Excellence Standards

Competencies Required: 

• Exceptional listening and communication skills 
• Highly organised with excellent time-management skills
• Strong problem-solving and analytical abilities to identify effective solutions
• Able to investigate issues independently, prioritise workload, and collaborate effectively within a team
• Strong negotiation skills, achieving satisfactory outcomes for all parties
• Flexible and adaptable to meet changing business needs
• Exceptional accuracy with a strong attention to detail
• Proven ability to meet tight deadlines in fast-paced environments
• Confident, driven, and enthusiastic professional approach 
• Resilient and able to perform effectively under pressure

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

General: 

• Undertake any other duties that fall within the job criteria
• Adhere to all company policies and procedures, including Health and Safety
• Treat all employees, customers, and suppliers with dignity and respect
• Note that this job description is not exhaustive but reflects the key areas involved

About Us

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 500 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 ensure our teams work strongly together. You and all our colleagues will ensure that the Hays Travel values are always demonstrated.

• 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.