Customer Relations Clerk
| Dyddiad hysbysebu: | 23 Ionawr 2026 |
|---|---|
| Oriau: | Llawn Amser |
| Dyddiad cau: | 22 Chwefror 2026 |
| Lleoliad: | Sunderland, Tyne & Wear |
| Gweithio o bell: | Ar y safle yn unig |
| Cwmni: | Hays Travel |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: |
Crynodeb
Role Summary:
This is an exciting apprenticeship opportunity within our Customer Relations team. The Customer Relations Department is dedicated to resolving all customer complaints effectively and empathetically, ensuring customers maintain a positive view of Hays Travel. Our goal is to encourage customers to continue booking with us and recommending our services to others. We handle sensitive issues, so a mature and understanding attitude is essential. However, this is also a fun and collaborative team where every day brings new challenges and opportunities to grow. It’s an ideal role for someone who can think creatively, solve problems, and enjoys working with others to overcome obstacles.
Key Responsibilities:
Handling complaints from customers across various company divisions.
• Recording, maintaining, and updating documentation related to complaints in compliance with GDPR
• Keeping customers informed about the progress of their complaints through both verbal and written communication
• Coordinating with Tour Operators regarding complaints and queries in line with ABTA’s Code of Conduct
• Ensuring timely receipt of documentation from relevant parties
• Liaising with ABTA and Legal Representatives
• Generating relevant reports for management
• Adhering to Customer Excellence Standard
Competencies Required
Exceptional listening and communication skills
Highly organised with excellent time-management skills
Strong problem-solving and analytical abilities to identify effective solutions
Able to investigate issues independently, prioritise workload, and collaborate effectively within a team
Strong negotiation skills, achieving satisfactory outcomes for all parties
Flexible and adaptable to meet changing business needs
Exceptional accuracy with a strong attention to detail
Proven ability to meet tight deadlines in fast-paced environments
Confident, driven, and enthusiastic professional approach
Resilient and able to perform effectively under pressure
Technical Skills Required:
knowledge of computer systems i.e. Microsoft Word and Excel with the ability to utilise its key functionalities
Strong attention to detail and accuracy skills
File management skills
Web Navigation skills
General:
Undertake any other duties that fall within the job criteria
Adhere to all company policies and procedures, including Health and Safety
Treat all employees, customers, and suppliers with dignity and respect
Note that this job description is not exhaustive but 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 500 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 into our company and ensure our teams work strongly together. You and all our colleagues will ensure that the Hays Travel values are always demonstrated.
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.
This is an exciting apprenticeship opportunity within our Customer Relations team. The Customer Relations Department is dedicated to resolving all customer complaints effectively and empathetically, ensuring customers maintain a positive view of Hays Travel. Our goal is to encourage customers to continue booking with us and recommending our services to others. We handle sensitive issues, so a mature and understanding attitude is essential. However, this is also a fun and collaborative team where every day brings new challenges and opportunities to grow. It’s an ideal role for someone who can think creatively, solve problems, and enjoys working with others to overcome obstacles.
Key Responsibilities:
Handling complaints from customers across various company divisions.
• Recording, maintaining, and updating documentation related to complaints in compliance with GDPR
• Keeping customers informed about the progress of their complaints through both verbal and written communication
• Coordinating with Tour Operators regarding complaints and queries in line with ABTA’s Code of Conduct
• Ensuring timely receipt of documentation from relevant parties
• Liaising with ABTA and Legal Representatives
• Generating relevant reports for management
• Adhering to Customer Excellence Standard
Competencies Required
Exceptional listening and communication skills
Highly organised with excellent time-management skills
Strong problem-solving and analytical abilities to identify effective solutions
Able to investigate issues independently, prioritise workload, and collaborate effectively within a team
Strong negotiation skills, achieving satisfactory outcomes for all parties
Flexible and adaptable to meet changing business needs
Exceptional accuracy with a strong attention to detail
Proven ability to meet tight deadlines in fast-paced environments
Confident, driven, and enthusiastic professional approach
Resilient and able to perform effectively under pressure
Technical Skills Required:
knowledge of computer systems i.e. Microsoft Word and Excel with the ability to utilise its key functionalities
Strong attention to detail and accuracy skills
File management skills
Web Navigation skills
General:
Undertake any other duties that fall within the job criteria
Adhere to all company policies and procedures, including Health and Safety
Treat all employees, customers, and suppliers with dignity and respect
Note that this job description is not exhaustive but 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 500 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 into our company and ensure our teams work strongly together. You and all our colleagues will ensure that the Hays Travel values are always demonstrated.
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.