Flights Admin Assistant

Overview This role is based within the Hays Travel Flights Department and focused around providing a professional and expert service to the group for any scheduled flight query.

Role Summary In this role you will be part of a successful and friendly team who will assist with the

day to day operations for schedule flights, working with the agents you will ensure all queries are actioned efficiently and effectively within a GDS system.

Main Responsibilities

• Handling agent queries with regards to airline bookings via calls and emails
• Action all aspects of amendments when requested accurately
• Excellent airline product knowledge
• Knowledge of airline different fare offerings and fare rules
• Accurately calculate refunds and cancellation charges
• Issuing airline documents in accordance with the terms and conditions, sourcing correct ticket endorsement and tour codes.
• Manage GDS queues
• Knowledge of issuing tickets for airline group bookings via the GDS, airline portal or email directly to airline.
• Effectively communicate schedule changes to our customers
• Liaising with our agents to source an alternative flight if applicable
• Ensure our customers have a ‘one stop’ solution to their enquiry
• The ability to read and understand the airlines contracts and terms and conditions
• The ability to read the history within a flight itinerary booking
• Dealing directly with the airlines if a problem arises to achieve a preferred outcome
• Provide exceptional customer service at all times
• Ensure the Customer Excellence process and procedures are followed

What competencies we are looking for?

• Excellent communication and customer service experience
• Highly motivated, confident and committed
• Excellent organisation skills
• Competent IT Skills

What experience we are looking for?

• Previous GDS ( Galileo )Experience
• Customer Service experience
• Previous experience of working in a fast paced environment
• Wide knowledge of the travel Industry

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 into 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.