This role is based within the Hays Travel Flights Department and focuses on providing a professional and expert service to the group for any scheduled flight queries.
Assisting the manager in coaching and developing the admin team, you will lead by example, ensuring that the company’s high standards are maintained. All admin queries should be actioned efficiently and effectively within the Galileo system.
Main Responsibilities
1. Deliver effective daily team talks, set SMART objectives, and gain team commitment for a successful day ahead.
2. Assist with the day-to-day operation of the flight admin team, monitor and report on the department's KPIs.
3. Support the Flights manager(s) to maximize staff productivity while maintaining team motivation.
4. Supervise, coach, and develop the team, identify training needs, and ensure support, guidance, and training are provided.
5. Lead by example in achieving individual productivity and objectives.
6. Identify and meet customer needs by consistently providing exceptional customer service.
7. Assist managers/colleagues with escalated issues and take ownership to resolve them promptly.
8. Proactively work to minimize financial loss to the business.
9. Identify performance and conduct issues within the team.
10. Ensure adherence to the Customer Excellence process and procedures.
11. Communicate effectively with other areas of the business.
12. Collaborate with GDS providers on new developments and testing, providing constructive feedback.
13. Identify system issues, provide feedback, and seek resolutions.
About Us
Hays Travel is the UK’s largest independent travel agency, specializing in providing value, quality holidays, and excellent customer service. We work with leading suppliers to package holidays including hotels, flights, cruises, tours, and attraction tickets. With over 470 branches nationwide and a head office in Sunderland, we have been operating for over 40 years and continue to grow.
Our values
Our SMILE values—Supportive, Motivational, Innovative, Loyal, Excellent—are embedded in our company culture, ensuring our teams work cohesively. All colleagues are expected to demonstrate these values at all times.
What it’s like to work for us?
Our people are at the heart of everything we do. We offer various training programs for personal and professional development. We also foster a sociable environment with team nights out, company parties, opportunities for travel abroad, and colleague discounts on holidays.
Hays Travel is committed to safeguarding and promoting the welfare of all colleagues. As an accredited employer of apprenticeships, we conduct basic checks through the Disclosure and Barring Service (DBS) for relevant roles.
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