Apprentice - Customer Relations HAYS TRAVEL LIMITED

This is an exciting apprenticeship opportunity within our Customer Relations team. This a varied role, which requires a mature attitude and involves handling all complaints for Hays Travel. We do deal with sensitive issues so a mature attitude is essential, that being said it is a fun team to be part of and every day is different.

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?

  • Complete NVQ work with allocation of 1 hour per day
  • Performing  administrative duties
  • Liaising with other areas of the business in a polite and professional manner
  • Attend and contribute to team meetings
  • Documenting/recording information on paper and electronically
    Establishing and maintaining relationships with clients and suppliers
  • Under supervision provide an effective, sensitive and responsive customer care and complaint service and will be a champion for customer service across the business
  • Ensuring documentation relating to complaints is recorded, maintained and up to date in accordance with GDPR.
  • Keep clients informed of the progress of their complaint by both verbal and written communication.
  • Provide a high quality and effective complaints service across the business, which enhances the overall service provision to customers adhering to Customer Excellence Standards and in     accordance with ABTA’s Code Of Conduct
  • Record, own and resolve complex customer queries accurately and efficiently
  • Update appropriate systems to capture complaint information accurately
  • Prepare professional written communications to customers (e.g. letters/faxes/email)

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
  • 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