Duty Office Assistant

Hays Travel
Sunderland, Tyne and Wear
Closing date
16 Dec 2021

View more

Travel Agency
Full Time
Contract Type
Job function
Customer Service

Job Title

HTOL Duty Office Assistant


HTOL Duty Office

Reporting To

HTOL Duty Office Team Leader


Head Office – Gilbridge House, Sunderland

Working Hours

37.5hrs – across 7 day rota


This is an exciting opportunity within a growing fast paced team for a motivated individual looking to work within Hays Tour Operation.

Role Summary

HTOL Duty Office is an operational team which receives high volumes of incoming live chat, call and email enquiries from agents, supplier partners, other head office teams and customers needing assistance in resort. Our main focus is ensuring exceptional service, efficiency and accuracy at all times whilst striving to hit team’s KPI’s.

Main Responsibilities

•         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 HTOL, Hays Beds, Hays Transfers

•         Assist in minimising losses to the business wherever necessary

•         Produce, issue & handle errata’s and schedule changes effectively


Qualifications & Experience

•         Experience of working in a similar type of service role

•         Previous travel experience - Desirable but not essential

Customer Service

•         Deliver exceptional customer service to all internal and external agents and customers


•         Good organisational and time management skills

•         Good negotiation skills

•         Good attention to detail

•         Good understanding of in-house products/systems and external supplier products/systems

•         Resilient

•         Ability to work in a fast paced call centre environment

•         Good administration skills

Team Work

•         Enthusiastic and proactive with the ability to work independently (self - motivated) and as part of a team

•         Ability to work effectively with people from diverse backgrounds

•         Open to change and flexible to suit business needs


•         Good verbal and written communication skills

•         Ability to liaise with staff on various levels

•         Ability to remain professional at all times


•         Commitment to contribute to the growth of the business and the development of the team

•         Ensure that the Hays Travel values are demonstrated at all times and that others follow this standard


•         To undertake any other duties that fall into the job criteria

•         To conform with all company policies and procedures including Health & Safety

•         To treat all employees, customers and suppliers with dignity and respect

•         This job description is not intended as an exhaustive list of all duties and responsibilities of the post but simply reflects the key areas involved

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