Apprentice - Customer Service

HAYS TRAVEL LIMITED

Sunderland, SR1 3HA

Closes on Saturday 31 May

Posted on 6 January 2025

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Summary

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!

Annual wage
Competitive

Minimum wage rates (opens in new tab)

Apprentice salary will meet minimum wage

Training course
Customer service practitioner (level 2)
Hours
Days and shifts are to be confirmed.

37 hours 30 minutes a week

Possible start date

Monday 4 August

Duration

1 year 6 months

Positions available

1

Work

As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.

What you’ll do at work

Role Summary:

This is an exciting apprenticeship opportunity within our customer services department based in our Head Office in Sunderland.
 
The Customer Support Team provides service to a number of divisions including PTC Lead supported, PTC, Web and IG Fulfilment. Working as a Customer Support Clerk you will be liaising directly with customers over the phone, via live chat and email for any pre-departure queries, producing documentation instantly on booking and meeting both customer and agents' requirements. You must be performance driven and customer focused, with a positive can-do attitude.

Key Responsibilities

  • To ensure that all bookings are administered professionally and within given timescale
  • To ensure that all incoming telephone calls and live chats 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
  • Daily/weekly Audit and Exception Reporting
  • Report any issues/improvements where appropriate
  • Monitoring and maintaining high productivity

Where you’ll work

Gilbridge House

Keel Square

Sunderland

SR1 3HA

Training

An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.

College or training organisation

HAYS TRAVEL LIMITED

Your training course

Customer service practitioner (level 2)

Equal to GCSE

Course contents
  • Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
  • Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
  • Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
  • Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
  • Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
  • Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
  • Demonstrate patience and calmness.
  • Show you understand the customer’s point of view.
  • Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
  • Maintain informative communication during service recovery.

Your training plan

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

Requirements

Essential qualifications

GCSE or equivalent in:

  • GCSE (grade 4 - 9)

Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.

Skills

  • Communication skills
  • Passion for Travel industry

About this company

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

https://www.haystravel.co.uk/careers/apprenticeships (opens in new tab)

After this apprenticeship

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

Ask a question

The contact for this apprenticeship is:

HAYS TRAVEL LIMITED

The reference code for this apprenticeship is VAC1000294566.

Apply now

Closes on Saturday 31 May

When you apply, you’ll be asked to sign in with a GOV.UK One Login. You can create one at the same time as applying for this apprenticeship.

After signing in, you’ll apply for this apprenticeship on the company's website.

Company’s application instructions

For more information about Hays Travel visit our website.