Customer Relations Consultant

The Customer Relations Department is dedicated to resolving all customer complaints effectively, ensuring that customers maintain a positive view of Hays Travel. Our goal is to encourage customers to continue booking with us and to recommend our services to others.

Working hours Monday - Friday 0900 -17.30 ( Ex bank holidays)

Main Responsibilities:

• Handling complaints from clients across various company divisions.
• Recording, maintaining, and updating documentation related to complaints in compliance with GDPR.
• Keeping clients 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:

• Strong communication skills.
• Highly organised.
• Proficient in computer use.
• Capable of investigating and acting independently, as well as prioritising workload and collaborating in a team.
• Flexible to meet business needs.
• Exceptional accuracy and attention to detail.
• Ability to meet tight deadlines in a fast-paced environment.
• Confident, driven, and enthusiastic.

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, clients, and suppliers with dignity and respect.

This job role description is not intended as an exhaustive list of all the duties and responsibilities of the role but simply reflects the key areas involved.

About Hays Travel

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
• Excellent

Working with 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