Customer Service Agent

About Hays Travel As the UK’s largest independent travel agency, Hays Travel specialise 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 460 Branches throughout the UK, a network of personal travel consultants working from home, and a growing independence group and franchise operation. Our Head Office, based in Sunderland, is home to tour operator teams, finance, events, communications, marketing, people/HR, and IT, plus many more. We have been operating for over 40 years and continue to grow each year. 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. Responsibilities An exciting new role based in our new Customer Support Team has become available. The Customer Support Team provides service to a number of divisions including: Homeworkers, Web , Virtual Call Centre and Independent group Fulfilment. Working as a Customer Support advisor you will be liaising directly with customers over the phone for any pre-departure queries, amendments to Customers bookings, producing documentation instantly on booking and meeting both customer and agents requirements. You must be performance driven and customer focused, with a positive can-do attitude. We also have our online support functions which includes engaging with customers via our social media platforms, dealing with Foreign Exchange queries and logging our Trust Pilot reviews. Competences / Qualifications • Excellent communication, organisational and administration skills • Accuracy and good attention to detail • Ability to work to strict deadlines • Encouraging working attitude and desire to put forward ideas and implement positive changes to working practices as required • Computer literate • Ability to act on own initiative and prioritise workload • Flexibility to suit needs of the business • Motivational and development skills Specific Duties • To ensure that all bookings are administered professionally and within given timescales • To ensure that all incoming telephone calls are processed on a timely basis and in a first class manner • To ensure e-mails are prioritised and dealt with on a timely basis • Daily/weekly Audit and Exception Reporting • Report any issues/improvements where appropriate • Monitoring and maintaining high productivity General • To undertake any other duties that may fall into the job criteria • NB – 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 Our values Our SMILE values are embedded into Hays Travel and always demonstrated to ensure you and all our colleagues work well together. Our SMILE values are: • Supportive • Motivational • Innovative • Loyal • Excellent 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