Role Summary
The role involves directly engaging with customers and providing exceptional service. Below are your key responsibilities and the expectations for your performance:
Main Responsibilities
* Communicate with colleagues to understand their travel needs and preferences.
* Provide expert advice and recommendations to colleagues regarding travel options, destinations, and itineraries.
* Handle any changes or cancellations to reservations as requested.
* Follow the company's expense policies meticulously.
* Ensure that all travel-related expenses are within the approved budget and are documented properly.
* Ensure that all Fam Trip arrangements comply with company guidelines and budget constraints.
* Ensure that all travel documentation, including tickets, itineraries, and visas, are prepared accurately and delivered to clients in a timely manner.
* Address any issues or problems that arise during the booking and reservation process.
* Provide solutions to ensure a smooth travel experience.
* Ensuring our quality control measures and customer service levels are adhered to.
* Delivering exceptional Customer Service within our Customer Service Department where required- to all customers and colleagues via all mediums, ability to carrying out tasks to meet specific deadlines.
* Engage directly with customers over the phone to address pre-departure queries and amendments to their bookings.
* Provide timely and accurate information, ensuring all customer needs are met.
* Engage via our social media platforms, providing prompt and helpful responses to their inquiries.
* Handle Foreign Exchange queries, offering accurate information and support.
* Log and manage Trust Pilot reviews, ensuring we maintain our high standards
Qualifications & Experience
* Experience of working in a fast paced environment
* Proven record of delivery exceptional customer service.
* Excellent organisational skills
* Problem solving skills with a can do attitude.
* Excellent communication skills
* Attention to detail and high levels of accuracy
* Strong administration skills with excellent demonstration of effective time management.
* Ability to use initiative
* Enthusiastic and proactive with the ability to work independently (self - motivated) and as part of a team
* Excellent verbal and written communication skills
* Ability to liaise with staff at all levels
* Effective motivational skills and the ability to remain positive and professional at all times
* Demonstrates excellent listening skills
* Ability to assess and find resolution mutually agreeable to both client and business.
* Commitment to contribute to the continual development of the team.
* Takes ownership and responsibility for the performance of themselves.
* Ensure that the Hays Travel values are demonstrated at all times and that others follow this standard
Desirable
* Previous travel experience
* Knowledge of Back Office Systems
* Knowledge of Microsoft Excel / Office.Smartsheet
* Knowledge of online booking tools
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
Working with 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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