Job Description

Job description
Overview
We have a fantastic opportunity available to become part of our fantastic Retail Support Team. The team is currently made up of 10 staff, who work closely together alongside the Head of Retail & the Retail Sales Director, in a fast-paced environment, working to tight deadlines.
Role Summary
The purpose of this role is to assist with the day-to-day operations of the Retail Sales division, providing effective support and advice and assisting the regional sales managers to drive sales to ensure overall profitability is maximised. This role will see you motivating the sales teams to ensure they remain focussed as well as liaising with a variety of Head Office departments in an attempt to resolve queries.
Main Responsibilities
Provide telephone and online support to the retail branches. You will be responsible for your own group of branches and will liaise with branch managers and regional sales managers to help achieve targets across all key performance indicators. You will provide a support service for regional sales managers ensuring you're your branches reach their full potential. You should be proactive and forward thinking whilst delivering exceptional customer service at all times
In addition to the above you will create and load communications onto The Hub as well as general admin duties.
Qualifications & Experience
Experience of dealing with customers, either internal or external

• Deliver exceptional customer service to all people, including Retail & Head Office staff at all levels
• Excellent organisation and time management skills, working to tight deadlines
• Computer and administration skills including Word and Excel
• Able to motivate your team of branches to achieve their potential
• Confidence to question and challenge performance with the ability to coach colleagues to improve.
• Excellent attention to detail and high levels of accuracy
• Ability to handle complaints and complex situations
• Strong technical skills with the ability to quickly learn and adapt to new systems and tools.
• Solid technical knowledge and confidence in picking up new systems and tools.
• Technically capable with the ability to learn and adapt to new systems quickly.
• Enthusiastic and proactive approach to working as part of a team, from Apprentice to Director level
• Excellent verbal and written communication skills
• Ability to liaise with staff at all levels including Senior Managers & Directors
• Effective motivational skills and the ability to remain positive and 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

Desirable

• Worked within a travel sales environment
• An understanding of retail sales and in-house product targets
• Willingness to study towards qualifications appropriate to role
• Has worked within teams based at various locations

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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About Hays Travel
As the UK's largest independent travel agency, Hays Travel specialises 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.
Our values
Our SMILE values are embedded in to our company and ensure our teams work strongly together. You and all of our colleagues will ensure that the Hays Travel values are demonstrated at all times.

• Supportive
• Motivational
• Innovative
• Loyal
• Excellent

What it's like to work for us?
Whichever location or 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.
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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Skills Required