Overview
This role is based within the Hays Travel Flights Department and focused around providing a professional and expert service to the group for any scheduled flight query.
Role Summary
In this role you will be part of a successful and friendly team who will assist with the
day to day operations for schedule flights, working with the agents you will ensure all queries are actioned efficiently and effectively within a GDS system.
Main Responsibilities
- Handling agent queries with regards to airline bookings via calls and emails
- Action all aspects of amendments when requested accurately
- Excellent airline product knowledge
- Knowledge of airline different fare offerings and fare rules
- Accurately calculate refunds and cancellation charges
- Issuing airline documents in accordance with the terms and conditions, sourcing correct ticket endorsement and tour codes.
- Manage GDS queues
- Knowledge of issuing tickets for airline group bookings via the GDS, airline portal or email directly to airline.
- Effectively communicate schedule changes to our customers
- Liaising with our agents to source an alternative flight if applicable
- Ensure our customers have a ‘one stop’ solution to their enquiry
- The ability to read and understand the airlines contracts and terms and conditions
- The ability to read the history within a flight itinerary booking
- Dealing directly with the airlines if a problem arises to achieve a preferred outcome
- Provide exceptional customer service at all times
- Ensure the Customer Excellence process and procedures are followed
Qualifications & Experience
- Customer service experience
- Previous experience of working on Galileo GDS
- Experience of working with airline contracts and fare rules
- Deliver exceptional customer service to all people
- To be able to communicate professionally to people on all levels in the business via email and calls.
- Ensure the aspects of the Customer Excellence programme is completed in line with company expectations.
- Excellent organisational skills
- Ability to use Word, Excel, & PowerPoint programmes to an advanced level
- Highly motivated, confident and committed
- Problem solving skills with a can do attitude
- Attention to detail and high levels of accuracy
- Strong administration skills with excellent time management skills
- 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
- Excellent verbal and written communication skills
- Ability to liaise with staff at all levels
- Effective motivational skills and the ability to remain positive and professional at all times
- Commitment to contribute to the growth of the business and the development of the team.
- Ensure that the Hays Travel values are demonstrated at all times and that others follow this standard
Desirable
Worked within a Travel Sales environment
Previous experience of working in a fast-paced environment
Knowledge of selling systems
Has worked within teams based at various locations
Be flexible around the needs of the business
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.
