Vista Aftersales Team Leader

This role is based within Vista After Sales and focused on providing an exceptional service to all Agents, Customers and Supplier partners for any Vista, Hays Beds & Hays Transfers existing booking queries.

Role Summary

Assist department manager/s with the day-to-day operation of Vista Aftersales team in line with business objectives whilst leading by example and ensuring service levels are always at their highest as well as motivating the team to strive to achieve KPI’s.

Main Responsibilities

• Deliver effective daily team talks, agreeing SMART objectives and gaining team commitment for a successful day ahead.
• Assisting manager with the supervision, coaching and development of the Vista Aftersales team.
• Assisting and supporting Vista Aftersales manager/s to achieve maximum staff productivity whilst ensuring team motivation is maintained.
• Leading by example in achieving individual productivity and objectives.
• Identifying and meeting customers’ needs by always providing exceptional customer service.
• Assisting manager/colleagues with escalated issues and take ownership to reach a suitable resolution on a timely basis.
• Pro-actively attempt to minimise financial loss to the business wherever required.
• Vista 24hr emergency assistance scheduling, take calls from customers in need of assistance outside of Vista Aftersales opening hours (worked on rota basis).
• Assisting with the day-to-day operation of the Vista Aftersales team, tasks include for Vista, Hays Beds & Hays Transfers:-
• Booking amendments.
• Booking cancellations.
• Documentation requests.
• Answering general booking questions.
• Airport & In-resort calls.
• Adding special requests/assistance.
• Booking failures.
• Provide assistance to internal and external agents and customers in a crisis situation.
• Produce, issue & handle schedule changes and errata effectively.
• Working on various financial exception reports ensuring they are kept up to date at all times.

Qualifications & Experience

• Experience of working in a similar type of service role.
• Proven track record of dealing with people.
• Rising Stars qualification
• .          Strong understanding of in-house products/systems and external suppliers’ products/systems

Customer Service

• Consistently deliver excellent customer service to all internal/external agents and customers the internal customer excellence programme.

Skills

• Strong organisational and time management skills
• Strong negotiation skills
• Strong attention to detail
• Strong understanding of in-house products/systems and external suppliers products/systems
• Ability to motivate and lead a team effectively in a fast-paced call centre environment.
• Ability to be appropriately assertive with a wide range of people.
• Strong Emotional Resilience
• Strong problem-solving skills.
• Strong administration skills.

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.
• Open to change and flexible to suit business needs
• Enthusiastic and proactive with the ability to work independently (self - motivated) and as part of a team.

Communication

• Strong verbal and written communication skills
• Ability to liaise with staff on various levels.
• Ability to remain positive and professional at all times.

Values

• Commitment to contribute to the growth of the business and the development of the team.
• Ensure that the Hays Travel values are demonstrated at all times and that others follow this standard.

General

•  To undertake any other duties that fall into the job criteria.
•  To conform with all company policies and procedures including Health & 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.

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About Hays Travel

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
• 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.

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