passenger service agent jobs

Overview

This role is based within the Vista After Sales team and focused on providing an exceptional service to all Agents, Customers and Supplier partners for any Vista, Hays Beds & Hays Transfers existing booking queries.

Role Summary

Vista Aftersales is an operational team which receives high volumes of incomings calls and email enquiries from agents, supplier partners, other head office teams and customers needing assistance in resort. Our focus is ensuring exceptional service, efficiency and accuracy at all times whilst striving to hit team’s KPI’s.

Main Responsibilities

• Booking Failures for Vista, Hays Beds, Hays Transfers.
• Answering general booking questions.
• Booking amendments Vista, Hays Beds, Hays Transfers.
• Documentation requests.
• Airport and In-resort calls.
• Build and maintain relationships with agents, customers & supplier partners.
• Identifying and meeting customers’ needs by always providing exceptional customer service.
• Pro-actively attempt to minimise financial loss to the business wherever required.
• Achieving individual and team KPI’s.
• Effectively performing administration duties and follow processes accurately.
• Sourcing additional product (different room type/board basis etc.) and manual Hays Beds & Hays Transfers bookings.
• Working on various booking exception reports ensuring they are always kept up to date.
• Aid internal/external agents and customers in a crisis for Vista, Hays Beds, Hays Transfers.
• Assist in minimising losses to the business wherever necessary.
• Process errata and schedule changes accurately & effectively

Qualifications & Experience

• Experience of working in a similar type of service role
• Previous travel experience

Customer Service

• Deliver exceptional customer service to all internal and external agents and customers

Skills

• Good organisational and time management skills
• Good negotiation skills
• Good attention to detail
• Good understanding of in-house products/systems and external supplier products/systems
• Resilient
• Ability to work in a fast-paced call centre environment
• Good administration skills

Teamwork

• Enthusiastic and proactive with the ability to work independently (self - motivated) and as part of a team
• Ability to work effectively with people from diverse backgrounds
• Open to change and flexible to suit business needs

Communication

• Good verbal and written communication skills
• Ability to liaise with staff on various levels
Ability to always remain professional

Values

• Commitment to contribute to the growth of the business and the development of the team
• Ensure that the Hays Travel values are always demonstrated and that others follow this standard

General

• To undertake any other duties that fall into the job criteria
• To conform with all company policies and procedures including Health & Safety
• To treat all employees, customers and suppliers with dignity and respect
• This job description is not intended as an exhaustive list of all duties and responsibilities of the post but simply reflects the key areas involved

About Us

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 based in Sunderland, is home to tour operator teams, finance, marketing, people/HR and IT, plus many more. We have been operating for over 40 years, and continue to grow each year.

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

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 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.