Apprentice - Homeworking Operations HAYS TRAVEL LIMITED

Hays Travel apprenticeships are an exciting and credible alternative to other educational routes, where you will still continue your studies working towards a nationally recognised apprenticeship programme. Alongside valuable on-the job experience, you’ll also get a salary at the end of every month!

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

Apply now

Closing date: 17 May 2024

Apprenticeship summary

  • Annual wage


  • Working week

    Days and shifts are to be confirmed.

    Total hours per week: 37.5

  • Expected duration

    12 Months

  • Possible start date

    02 Sep 2024

  • Date posted

    22 Jan 2024

  • Apprenticeship level

    Level 2 (GCSE)

  • Reference number


  • Positions

    1 available

What you will do in your working day

Earn while you learn with our award winning training team
This is an exciting apprenticeship opportunity within our Homeworking Operations Team, based in our Head Office in Sunderland.
The main purpose of this role is to support over 450 homeworking agents with any queries they may have. This role involves answering calls, responding to emails and assisting our agents through live chat. Our customers are at the forefront of everything we do, so exceptional customer service experience is required.

Key Responsibilities

  • Deal with all Homeworking Queries from our 500 plus agents
  • Assist with admin and support emails
  • File audits / Booking Reports
  • To ensure that all bookings are administered professionally and within given timescales
  • To ensure that all tasks are processed on a timely basis and in a first class manner
  • To ensure e-mails are prioritised and dealt with on a timely basis
  • Report any issues/improvements where appropriate
  • Monitoring and maintaining high productivity
  • Liaising directly with homeworking agents
  • Liaising with all Hays Divisions & head office teams to resolve any issues
  • Completion of assigned reports as allocated by the team leader / manager

Competencies Required

  • Excellent, organisational and administration skills
  • Provision of excellent customer service to internal and external agent at all times
  • Accuracy and excellent attention to detail
  • Ability to work to strict deadlines
  • Encouraging working attitude and desire to put forward ideas and implement positive changes to working practices as required
  • Computer literate
  • Ability to act on own initiative and prioritise workload
  • Flexibility to suit needs of the business

Technical Skills Required

  • Basic 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

The training you will be getting

Our in-house experienced learning and development coaches are on hand to give you expert advice, one-to-one support and award-winning training throughout your apprenticeship. Many of our team leaders and managers started their careers as apprentices - so there’ll always be someone there to offer you help and guidance on the job.

  • You will work towards a Level 2 Customer Service Apprenticeship, including Functional Skills in English and maths if required

What to expect at the end of your apprenticeship

  • We pride ourselves on our training and progression opportunities and many of our current managers started with us as an apprentice

Requirements and prospects

Desired skills and personal qualities

Communication skills, Passion for Travel industry


GCSE or equivalent GCSE (Grade 4 - 9) Essential

About the employer

Our head office is home to over 500 employees and is the hub of our activity.




Gilbridge House

Keel Square



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Training provider


Adjustments for experience

You could reduce your training time, or finish your apprenticeship faster, if you have relevant prior learning or experience. This could be relevant:

  • training
  • qualifications, like an NVQ in a relevant field
  • industry or sector experience

Apprenticeship standard

Customer service practitioner

Level 2 (GCSE)

Demonstrating experience

If your application is successful, you will have a chance to discuss your relevant prior learning or experience with your training provider and employer. You will all need to agree any adjustments to your training plan.

You should be prepared to show your competence, and evidence of relevant qualifications

Employer's Application Instructions

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

Apply now

Closing date: 17 May 2024