The Customer Relations Department is dedicated to resolving all customer complaints effectively, ensuring that customers maintain a positive view of Hays Travel. Our goal is to encourage customers to continue booking with us and to recommend our services to others.
Working hours: Monday - Friday 09:00 - 17:30 (Excluding bank holidays)
Main Responsibilities:
1. Handling complaints from clients across various company divisions.
2. Recording, maintaining, and updating documentation related to complaints in compliance with GDPR.
3. Keeping clients 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:
1. Strong communication skills.
2. Highly organized.
3. Proficient in computer use.
4. Capable of investigating and acting independently, as well as prioritizing workload and collaborating in a team.
5. Flexible to meet business needs.
6. Exceptional accuracy and attention to detail.
7. Ability to meet tight deadlines in a fast-paced environment.
8. Confident, driven, and enthusiastic.
General:
1. Undertake any other duties that fall within the job criteria.
2. Adhere to all company policies and procedures, including Health and Safety.
3. Treat all employees, clients, and suppliers with dignity and respect.
This job role description is not intended as an exhaustive list of all the duties and responsibilities of the role but simply reflects the key areas involved.
Our Values:
Our SMILE values are embedded in our company and ensure our teams work strongly together:
1. Supportive
2. Motivational
3. Innovative
4. Loyal
5. 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. We know the benefits of promoting and rewarding our hardworking colleagues are extremely important.
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. #J-18808-Ljbffr