Homeworking Operations Assistant

Posted 23 February 2024
Business Area Admin

Job description

This is an exciting opportunity within our Homeworking Operations Team, based in our Head Office in Sunderland City Centre.

The Homeworking Operations Team provides excellent Customer service to our four hundred plus Homeworking members, on a day-to-day basis by gaining knowledge & understanding to build good working relationships and rapport.


We deliver exceptional customer service to all members by following our SMILE values ensuring we go the extra mile by providing the member with the support required, using our knowledge, experience, and skills.


Within the team we deal with a variation of queries from the members and administrative duties.


We collaborate very closely with our Internal teams to resolve any queries/issue our members may have.


Due to the variation of queries, there is always something new to learn making this position an exciting opportunity and we encourage self-development within the team for progression and to achieve your career goals.



  • Day to Day support and communication with our four hundred plus homeworking agents involving Telephone calls, Live Chats and Email.
  • Efficient Email / Live Chat Handling.
  • Use of Internal Systems for data and analysis.
  • To ensure that all tasks are processed on a timely basis.
  • Monitoring and maintaining high productivity.
  • Consulting directly with homeworking agents and internal departments.
  • Completion of assigned reports as allocated by the team leader / manager.
  • General Clerical Tasks

Competencies / Technical Skills Required

  • Excellent communication skills (verbal and written)
  • Being always confident and professional
  • Accuracy and excellent diligence
  • Ability to work to strict deadlines with excellent organisation skills.
  • Encouraging working attitude and desire to put forward ideas and implement positive changes to working practices as required.
  • Good Knowledge of Computer Literacy (Operating Systems, Excel, Word, Email, Internet)
  • Ability to act on own initiative and prioritise workload.
  • Flexibility to suit needs of the business.



  • 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
  • To work hard and always look to better yourself.


About Hays Travel


As the UK’s largest independent travel agency, Hays Travel specialise in providing excellent value, quality holidays alongside excellent customer service. We collaborate 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 our colleagues will ensure that the Hays Travel values are always demonstrated.

  • Supportive
  • Motivational
  • Innovative
  • Loyal
  • Excellence


What it is 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 is not all about work, we are 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.