Call Centre

Posted 13 January 2022
Business AreaTour Operation

Job description

This is an exciting opportunity within a growing fast paced team for a motivated individual looking to work within Hays Tour Operation.

Our in house Call Centre is an operational team which receives high volumes of incoming live chat, call and email enquiries from agents, supplier partners, other head office teams and customers needing assistance in resort. Our main focus is ensuring exceptional service, efficiency and accuracy at all times whilst striving to hit team’s KPI’s.


What will be your key responsibilities?

  • Booking Failures 
  • Answering general booking questions
  • Adding special request/special assistance
  • Booking amendments 
  • Booking cancellations 
  • Documentation requests
  • Airport and In-resort calls
  • Confirming advanced flight bookings when dates come into range
  • Sourcing additional product (different room type/board basis etc.) and manual Hays Beds & Hays Transfers bookings
  • Working on various booking exception reports ensuring they are kept up to date at all times
  • Provide assistance to internal and external agents and customers in a crisis situation
  • Assist in minimising losses to the business wherever necessary
  • Produce, issue & handle errata’s and schedule changes effectively

What competencies we are looking for?

  • Good organisational and time management skills
  • Good negotiation skills
  • Good attention to detail
  • Good understanding of in-house products/systems and external supplier products/systems
  • Resilient
  • Ability to work in a fast paced call centre environment
  • Good administration skills
  • Enthusiastic and proactive with the ability to work independently (self - motivated) and as part of a team
  • Ability to work effectively with people from diverse backgrounds
  • Open to change and flexible to suit business needs
  • Good verbal and written communication skills
  • Ability to liaise with staff on various levels
  • Ability to remain professional at all times
  • Commitment to contribute to the growth of the business and the development of the team
  • Ensure that the Hays Travel values are demonstrated at all times and that others follow this standard

What experience we are looking for?

  • Experience of working in a similar type of service role
  • Deliver exceptional customer service to all internal and external agents and customers

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 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
  • 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.