Virtual Contact Centre Advisor

Posted 08 April 2024
Business Area Virtual Call Centre (VCC)

Job description

Home based

base salary + monthly commissions 

Equipment provided

Full time and Part time Available 


We are looking for Virtual Contact Centre Agent’s to join our successful Digital Sales Team. We are looking for dynamic, sales driven people who are able to work independently as well as working as part of a team. You will have direct access to engage with our customers who have shown an interest in booking a holiday with Hays Travel, whilst working in a fast-paced & highly motivational sales environment.

In return, you will get to be part of an amazing growing team and have unlimited earning potential through our bonus scheme with impressive incentives within our city centre office.

Our customers are at the forefront of everything we do, so exceptional customer service experience is required.

What will be your key responsibilities?

  • Engage and respond to customer comments on social media channels, emails/online enquiries, live chat or via telephone
  • Identify, meet and exceed customers’ needs
  • Build rapport with customers to gain trust and commitment
  • Conduct research to find the customers perfect holiday
  • Bring the holiday to life using features and benefits
  • Accurately input information in order to book a holiday on various supplier systems
  • Provide excellent customer service on each call in order to gain customers’ trust in you to book a holiday
  • Add value to the customers’ experience by arranging transfers, insurance, experiences and any      other applicable extras.
  • Conduct daily and effective call backs with customers’
  • To achieve individual performance targets and sales objectives
  • Adhere to company policies and procedures
  • To undertake any other duties that may fall into the job criteria
  • To conform to all company policies and procedures, including Health and Safety
  • To treat all employees, customers and suppliers with dignity and respect
  • 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

What competencies we are looking for?

  • Excellent organisational skills
  • Proven track record in sales
  • The ability to negotiate and achieve desired outcomes.
  • Strong administration skills with excellent time management skills
  • Ability to listen and engage with the customer
  • Impeccable attention to detail and high levels of accuracy
  • Excellent communication skills/telephone manner
  • Demonstrate the ability to work in a fast-paced sales environment
  • Excellent descriptive skills as selling over a digital platform

What experience we are looking for?

  • Customer focussed
  • Problem solving
  • Team player
  • Good organisational and time-management skills
  • Excellent communication skills
  • Experience of working in a targeted environment with a proven sales record
  • Customer service and 2 years recent direct travel sales experience

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.


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.