Job description
Role Summary
This is an exciting opportunity to join our Customer Relations team at Hays Travel. The department is dedicated to resolving customer complaints with empathy, professionalism, and care, ensuring every customer walks away with a positive impression of our brand. Our aim is to build trust, encourage repeat bookings, and inspire customers to recommend Hays Travel to others. As we deal with sensitive and sometimes complex situations, a mature, understanding, and compassionate approach is essential. At the same time, you’ll be joining a supportive and collaborative team where no two days are the same. This role is perfect for someone who enjoys creative problem-solving, thrives on new challenges, and values teamwork when overcoming obstacles together.
Key Responsibilities
1. Handling complaints from customers across various company divisions.
2. Recording, maintaining, and updating documentation related to complaints in compliance with GDPR
3. Keeping customers informed about the progress of their complaints through both verbal and written communication
4. Coordinating with Tour Operators regarding complaints and queries in line with ABTA’s Code of Conduct
5. Ensuring timely receipt of documentation from relevant parties
6. Liaising with ABTA and Legal Representatives
7. Generating relevant reports for management
8. Adhering to Customer Excellence Standards
Competencies Required:
9. Exceptional listening and communication skills
10. Highly organised with excellent time-management skills
11. Strong problem-solving and analytical abilities to identify effective solutions
12. Able to investigate issues independently, prioritise workload, and collaborate effectively within a team
13. Strong negotiation skills, achieving satisfactory outcomes for all parties
14. Flexible and adaptable to meet changing business needs
15. Exceptional accuracy with a strong attention to detail
16. Proven ability to meet tight deadlines in fast-paced environments
17. Confident, driven, and enthusiastic professional approach
18. Resilient and able to perform effectively under pressure
Technical Skills Required: *
19. Knowledge of computer systems Microsoft Word and Excel with the ability to utilise its key functionalities
20. Strong attention to detail and accuracy skills
21. File management skills
22. Web Navigation skills
General:
23. Undertake any other duties that fall within the job criteria
24. Adhere to all company policies and procedures, including Health and Safety
25. Treat all employees, customers, and suppliers with dignity and respect
26. Note that this job description is not exhaustive but reflects the key areas involved