Live Chat Advisor

Posted 02 March 2022
Business AreaTour Operation

Job description

Within Hays Travel we have our own Tour Operation named Hays Tour Operating (HTOL) where we facilitate package holiday enquiries, recosts and bookings. Within HTOL we have several departments that deal with the sales, booking and after sales areas of the holiday process. Our customers are our agents in branch, homeworkers, Independence Group Members and Hays Travel Call Centres, we do not take calls or live chats from direct customers. Working in the HTOL Live Chat Team you will be the key role in facilitating those Recosts and Bookings. Once the agents working on the front line of travel in our Retail branches or Homeworking staff have set up an enquiry with our Sales Team, if they need any tweaks to the itinerary to make it perfect for the clients then you will action this by changing dates, flight times, hotels, durations, board basis, transfers/ car hire and excursions. Then once you have helped to create the dream holiday for the clients and they are ready to book, you will be there on Live Chat processing the booking using our Online Live Chat system and providing all the relevant information so the clients know exactly what they are booking and any relevant information at time of booking such as resort fees all while providing excellent customer service and being enthusiastic about providing a service and product to their customer – we are selling peoples dream holiday after all!

What will be your key responsibilities?

  • Handling high volume of incoming chats
  • Dealing with general booking queries
  • Converting existing enquiries into confirmed bookings & repricing existing product offers
  • Administering the bookings in a professional manner and within given timescales
  • Meet any productivity / target expectations
  • Promoting use of live chat internally and externally
  • Booking Audits
  • Producing bespoke itinerary requests

What competencies we are looking for?

  • Excellent, organisational and administration skills
  • Provision of excellent customer service
  • Ability to competently use online systems and Live Chat Systems
  • Ability to communicate with a wide range of customer types
  • Experience of working towards KPI’s (Key Performance Indicators) or targets
  • Accuracy and excellent attention to detail
  • Ability to work to strict deadlines
  • Ability to prioritise and multi task.

What experience we are looking for?

  • Previous live chat experience would be an advantage
  • Ability to prioritise and manage workload effectively 
  • Work well within a team
  • understanding of  a travel environment would be advantageous bit not essential 

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.


Ref: Hays2