Apprentice - Customer Relations with ref. 019806

Job description

Earn while you learn with our award winning training team

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. An ideal role for someone who can think outside the box and enjoys a challenge.

Below is a list of the key responsibilities which you will learn during your apprenticeship

Role Summary

The customer relations department is here to resolve all customer complaints satisfactorily ensuring that the customers continue to have a positive opinion of Hays Travel. We also aim to ensure that the customer would continue to book with Hays Travel and recommend us to others.

Key Responsibilities:

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)

Competencies Required:

Excellent communication Skills
Well organised
Computer Literate
Ability to act on own initiative and prioritise own workload as well as working in a team
Flexibility to suit need of the business
Good accuracy skills and attention to detail
Ability to work to tight deadlines
Confidence, drive and enthusiasm

General:

Contribute to good standards of hygiene and cleanliness in your area
To undertake such other duties and responsibilities of an equivalent nature
Identify where your help can be most utilised, be constantly aware of the needs of the department
To respect the confidentiality of information received
To be aware of the high profile of the company and to uphold its standards at all times
To be aware of all the emergency and fire evacuation procedures
To be aware of the Health and Safety at Work Act 1974
To understand as part of your training you may be required to move to other areas of the business
To be flexible in hours and duties in order to meet the need and requirements of the business

Qualifications

5 GCSE’s 9 – 4 C Equivalent including Math's and English

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.

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