Learning & Development Coach - Customer Service

Posted 30 May 2024
Business Area Learning & Development

Job description

The Organisation

Hays Travel, the UK's largest independent travel agent, specialises in providing good value, quality holidays alongside excellent customer service with 420 branches and circa 3000 colleagues. It is part of a much larger operation with independent partners and franchises and together this makes an excellent learning environment for our apprentices. 

The Company has invested in apprenticeships since 1980 becoming an accredited employer in 2010. We are committed to our talent of the future evolving from the apprentices we recruit.

Main Purpose of role

The role will be suited to someone who has a passion for learning and development supporting our apprentices from the day they start with the company and throughout their apprenticeship.

Hays Travel pride themselves on delivering exceptional customer service therefore we require someone who share the same values and ethos.

The successful candidate will be responsible for the training delivery and assessment for a cohort of Head Office apprentices working though their Customer Service Practitioner Apprenticeship.

Main Responsibilities

*         Coach and develop apprentices during their individual progress reviews, whilst selecting quality evidence to showcase and stretch the capabilities of each apprentice.

*         Deliver inspiring and motivational training that engages learners to achieve the desired impact

*         Evaluate the effectiveness of current training sessions suggesting any improvements. 

*         Research and write engaging training content for both a virtual and classroom delivery.

*         Strong awareness of Safeguarding, Prevent and British values

  • Effectively communicate and positively promote organisational changes

*         Knowledge  and a high level of competency with department and company technology

*         Be able to self-reflect and identify areas for personal development

*         Motivated ‘can do’ attitude, who strives for excellence in all areas of their role 

  • Exceptional Time Management, Organisational skills, and Attention to Detail

*        Provide exceptional customer service at all times



*        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, customers and suppliers with integrity and respect






Qualifications & Experience

*         Previous experience working in a Customer Service environment.

*         Previous experience of classroom/remote delivery

*         Previous delivery experience of Functional Skills

*         Level 3 + qualification in Education and Training

*         Level 3 assessment award

*         Level 4 Quality Assurance


Customer Service

*         Deliver exceptional customer service to all people. 



*         Excellent organisational and time management skills.

*         Strong initiative skills to drive business objectives forward.

*         Flexible to meet the needs of the business.

*         Attention to detail and high levels of accuracy.

*         Strong digital skills

Assertive/confident classroom management techniques


Team Work

*         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.



*         Excellent verbal and written communication skills.

*         Ability to liaise with staff at all levels.

*         Effective motivational skills and the ability to remain positive and professional at all times.


Our values

Our SMILE values are embedded in to our Company and ensures 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

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.


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.