Summary
Hays Travel apprenticeships are an exciting and credible alternative to other educational routes, where you will still continue your studies working towards a nationally recognised apprenticeship programme. Alongside valuable on-the job experience, you’ll also get a salary at the end of every month!
Wage
Competitive
Competitive wage offered
Apprentice salary will meet minimum wage
Training course
Customer service practitioner (level 2)
Hours
Days and shifts are to be confirmed.
38 hours a week
Start date
Tuesday 1 September 2026
Duration
1 year 6 months
Positions available
25
Work
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
What you'll do at work
As a Head Office Apprentice at Hays Travel, you will gain hands-on experience across one or more core business functions while working towards a nationally recognised apprenticeship qualification. This role is designed to provide broad exposure to how a large, customer-focused organisation operates, helping you develop professional skills, business knowledge, and practical experience.
You will be supported by experienced colleagues, a line manager, and our learning & development team throughout your apprenticeship.
Key Responsibilities:
Responsibilities may vary depending on the department but may include:
* Supporting day-to-day administrative and operational tasks within your assigned team
* Assisting with data entry, reporting, and analysis
* Responding to internal and external queries in a professional manner
* Supporting projects and initiatives across the business
* Maintaining accurate records and documentation
* Using internal systems, tools, and Microsoft Office applications
* Collaborating with colleagues across departments
* Ensuring work is completed in line with company policies, procedures, and values
* Actively participating in apprenticeship training, reviews, and assessments
Areas You May Support:
Depending on business needs and the apprenticeship pathway, you may work within areas such as:
* Finance
* Marketing & Social Media
* IT
* Sales
* Customer Service
* Events
* Cruise
Skills and Attributes:
We’re looking for someone who is:
* Eager to learn and develop new skills
* Well organised with good attention to detail
* A strong communicator, both written and verbal
* Able to work effectively as part of a team
* Proactive, reliable, and professional
* Comfortable using computers and basic IT systems
* Aligned with Hays Travel’s values and customer-focused culture
Where you'll work
Gilbridge House
Keel Square
Sunderland
SR1 3HA
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
HAYS TRAVEL LIMITED
Training course
Customer service practitioner (level 2)
What you'll learn
Course contents
* Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
* Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
* Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
* Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
* Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
* Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
* Demonstrate patience and calmness.
* Show you understand the customer’s point of view.
* Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
* Maintain informative communication during service recovery.
Training schedule
Our in-house experienced learning and development coaches are on hand to give you expert advice, one-to-one support and award-winning training throughout your apprenticeship. Many of our team leaders and managers started their careers as apprentices - so there’ll always be someone there to offer you help and guidance on the job.
You will work towards a Level 2 Customer Service Apprenticeship
Requirements
Essential qualifications
GCSE in:
* English (grade 4)
* Maths (grade 4)
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Skills
* Communication skills
* Passion for Travel industry