Overview
This role is based within the Vista After Sales team and focuses on providing exceptional service to all Agents, Customers, and Supplier partners for any Vista, Hays Beds, and Hays Transfers existing booking queries.
Role Summary
Vista Aftersales is an operational team that handles high volumes of incoming calls and email inquiries from agents, supplier partners, other head office teams, and customers needing assistance in resort. Our focus is on ensuring exceptional service, efficiency, and accuracy at all times while striving to meet team KPIs.
Main Responsibilities
1. Handling booking failures for Vista, Hays Beds, and Hays Transfers.
2. Answering general booking questions.
3. Adding special requests and special assistance.
4. Making booking amendments for Vista, Hays Beds, and Hays Transfers.
5. Processing booking cancellations for Vista, Hays Beds, and Hays Transfers.
6. Managing documentation requests.
7. Handling airport and in-resort calls.
8. Building and maintaining relationships with agents, customers, and supplier partners.
9. Identifying and meeting customers’ needs by providing exceptional customer service.
10. Proactively attempting to minimise financial loss to the business where possible.
11. Achieving individual and team KPIs.
12. Performing administration duties accurately and following processes.
13. Sourcing additional products (e.g., different room types, board basis) and manually booking Hays Beds and Hays Transfers.
14. Working on various booking exception reports to ensure they are kept up to date.
15. Assisting internal and external agents and customers in crisis situations for Vista, Hays Beds, and Hays Transfers.
16. Helping to minimise losses to the business as needed.
17. Processing errata and schedule changes accurately and efficiently.
About Hays Travel
As the UK’s largest independent travel agency, Hays Travel specialises 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 in Sunderland hosts various departments including tour operators, finance, marketing, HR, and IT. We have been operating for over 40 years and continue to grow each year.
Our values
Our SMILE values are embedded in our company culture and ensure our teams work strongly together. You and all colleagues are expected to demonstrate these values at all times:
* Supportive
* Motivational
* Innovative
* Loyal
* Excellent
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 support your personal and professional development, recognizing the importance of promoting and rewarding our hardworking colleagues.
It's not all about work; we are very sociable, with regular team nights out and company parties. There are opportunities to travel abroad on educational trips, and colleagues can benefit from our holiday discounts when booking their own holidays.
Hays Travel is committed to safeguarding and promoting the welfare of all colleagues. As an accredited employer of apprenticeships, we undertake checks through the Disclosure and Barring Service (DBS) to ensure the safety of our apprentices for relevant roles.
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