Htol Aftersales Advisor

7 months ago

Sunderland, United Kingdom Hays Travel Limited Full time

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

**Role Summary**

**Main Responsibilities**:

- Booking Failures HTOL, Hays Beds, Hays Transfers
- Answering general booking questions
- Adding special request/special assistance
- Booking amendments HTOL, Hays Beds, Hays Transfers
- Booking cancellations HTOL, Hays Beds, Hays Transfers
- Documentation requests
- Airport and In-resort calls
- Build and maintain relationships with agents, customers & supplier partners
- Identifying and meeting customers' needs by always providing exceptional customer service
- Pro-actively attempt to minimise financial loss to the business wherever required
- Achieving individual and team KPI's
- Effectively performing administration duties and follow processes accurately
- Sourcing additional product (different room type/board basis etc.) and manual Hays Beds & Hays Transfers bookings
- Working on various booking exception reports ensuring they are kept up to date at all times
- Provide assistance to internal and external agents and customers in a crisis situation HTOL, Hays Beds, Hays Transfers
- Assist in minimising losses to the business wherever necessary
- Prepare, issue & manage erratas and schedule changes effectively

**Essential**
Experience of working in a similar type of service role
**Desirable**
Previous travel experience

**Customer Service**
Deliver exceptional customer service to all internal and external agents and customers

**Skills**:

- Organisational and time management skills
- Negotiation skills
- Attention to detail
- Understanding of in-house products/systems and external supplier products/systems
- Resilient
- Ability to work in a fast paced call centre environment
- Good 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

**Communication**:

- Good verbal and written communication skills
- Ability to liaise with staff on various levels
- Ability to remain 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_

**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 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.
**_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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