Apprentice - Call Centre HAYS TRAVEL LIMITED

This is an exciting Customer Service apprenticeship opportunity within a growing fast-paced team for a motivated individual looking to work within Hays Tour Operation. HTOL Duty Office is an operational team where you will receive incoming live chats, calls & email enquiries from agents, supplier partners, other head office teams & customers needing assistance in resort.

This apprenticeship requires you to apply through the employer's website.

Apply now

Closing date: 01 Sep 2023

Apprenticeship summary

  • Annual wage


  • Working week

    Monday to Friday 9am to 5pm, shifts, may work evenings and weekends.

    Total hours per week: 37.5

  • Expected duration

    12 Months

  • Possible start date

    02 Sep 2023

  • Date posted

    09 Feb 2023

  • Apprenticeship level

    Level 2 (GCSE)

  • Reference number


  • Positions

    1 available

What will the apprentice be doing?

  • Booking Failures HTOL, Hays Beds, Hays Transfers
  • Answering general booking questions
  • Adding special request/special assistance
  • Booking amendments HTOL, Hays Beds, Hays Transfers
  • Booking cancellations HTOL, Hays Beds, Hays Transfers
  • Documentation requests
  • Airport and In-resort calls
  • Confirming advanced flight bookings when dates come into range
  • 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 kept up to date at all times
  • Provide assistance to internal and external agents and customers in a crisis situation
  • Assist in minimising losses to the business wherever necessary
  • Produce, issue & handle errata’s and schedule changes effectively

What training will the apprentice take and what qualification will the apprentice get at the end?

  • You will obtain a level 2 Customer Service practitioner qualification plus Functional Skills in Maths and English (if required)
  • Training is conducted in our Sunderland Head Office
  • Training is weekly blocks on a Monday - Friday basis for 6 weeks

What is the expected career progression after this apprenticeship?

Whichever 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.

Requirements and prospects

Desired skills and personal qualities

IT skills, Attention to detail, Customer care skills, Administrative skills, Team working, Initiative


GCSE or equivalent English & Maths (Grade 4+) Desired

About the employer

As the UK’s largest independent travel agency, Hays Travel specialise 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.




Gilbridge House

Keel Square



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Training provider



Hays Travel Apprenticeships


Apprenticeship standard

Customer service practitioner

Level 2 (GCSE)

Employer's Application Instructions

This apprenticeship requires you to apply through the employer's website.

Apply now

Closing date: 01 Sep 2023