GENERAL

• 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

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.

ROLE SUMMARY

The Assistant Manager supports the Manager in overseeing the daily operations of the department. This role involves supervising staff, ensuring high-quality customer service, handling escalated issues, Implementing and maintain processes while proactively identifying efficiencies and improvements.
Assisting with staff recruitment, training, and performance, monitoring customer service goals, while embodying the company’s SMILE values.

MAIN RESPONSIBILITIES

• Ensure that customer inquiries and issues are resolved promptly and effectively, maintaining high levels of customer satisfaction.
• Assist in managing and supervising agents, including resource planning, performance monitoring, and providing feedback.
• Monitor performance of agents, provide on the spot coaching and learning opportunities, and take corrective actions when necessary.
• Assist with the delivery of training sessions for new employees and ongoing training for existing staff to ensure they are up to date with company policies and procedures.
• Foster a positive and collaborative team environment, encouraging creativity and innovation