Job Description

This is an exciting opportunity for a confident, detail-orientated individual with strong leadership qualities and a positive, can-do attitude. You will play a key role in supporting the day-to-day operations of the Sales Support Team within the Vista Sales Call Centre, ensuring your team consistently delivers efficient, accurate and outstanding customer service.





We're looking for someone who can lead by example, coach and develop team members, and drive performance through motivation, accountability and clear direction. You'll take ownership of your team's output and quality standards, be accountable for hitting service KPI's and booking accuracy targets and inspire your team to consistently exceed expectations in supporting the department.

Key Responsibilities:

Lead and Supervise:

Act as a role model by leading from the front and motivating your team to consistently deliver high performance.

Drive Sales:

Enable sales growth by ensuring the team consistently secures bookings with accuracy and efficiency, while confidently identifying upsell opportunities and enhancing the customer experience at every stage of the booking process.

Performance Management:

Proactively identify and address any performance or conduct issues through regular support and guidance.

KPI & Quality Monitoring:

Conduct daily enquiry audits and KPI reviews to ensure performance is on track and service standards are met.

Operational Support:

Provide assistance during operational or emergency situations, ensuring minimal disruption to service delivery.

Cross-Department Collaboration:

Build and maintain positive working relationships across departments and divisions to support business objectives.

Team Engagement:

Deliver engaging and motivational weekly Buzz sessions to drive energy, focus, and team spirit.

Coaching & Feedback:

Monitor calls and provide constructive, solution-focused feedback to aid continuous improvement.

Internal Communication:

Effectively communicate business updates and positively promote changes within the organisation.

Training & Development:

Encourage participation in training opportunities and support ongoing development within your team.

Recognition & Support:

Motivate, praise, and support team members through open, honest, and regular communication.

Service Standards:

Ensure all administration and customer service activities meet or exceed company expectations and quality standards.

What Competencies We Are Looking For:

Business & Team Growth Focus:

A strong commitment to supporting the growth of the business and the professional development of your team.

Role Model Behaviour:

Consistently demonstrates company values and leads by example, encouraging others to uphold the same high standards.

Exceptional Communication:

Excellent verbal and written communication skills, with the ability to engage confidently and clearly with a wide range of stakeholders.

Collaborative Approach:

Comfortable liaising with colleagues at all levels and working effectively with remote and cross-functional teams.

Motivational Leadership:

Inspires and motivates others, remaining positive, approachable, and professional, even under pressure.

Self-Starter:

Enthusiastic, proactive, and self-motivated, with the ability to take initiative and work both independently and collaboratively.

Inclusive Mindset:

Embraces and works effectively with people from diverse backgrounds, fostering an inclusive team environment.

Multi-Site Team Experience:

Experience supporting or working with teams based across different locations, understanding the challenges and opportunities of remote collaboration.

What Experience We Are Looking For:

Customer Service Expertise:

Proven experience in delivering excellent customer service, ideally in a fast-paced environment.

Product Knowledge:

Strong understanding of travel products and destinations, with the ability to confidently support and guide customers.

Travel Industry Background:

Previous experience working within a travel sales environment is highly desirable.

Team Leadership:

Experience of leading or supervising a team is essential--but we are also open to individuals with strong potential and a clear desire to grow into a leadership role.

About Us

As the UK's largest independent travel agency, Hays Travel specialise 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 ensures 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 Excellence
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

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