VISTA Aftersales Advisor

If you're passionate about travel, why not come and work at Travel Weekly's High Street Agency of the Year 2026?

This role is based within the Vista After Sales team and focused on providing an exceptional service to all Agents, Customers and Supplier partners for any Vista, Hays Beds & Hays Transfers existing booking queries.

• Answering general booking questions.
• Booking amendments & failures
• Documentation requests.
• Airport and In-resort calls.
• Build and maintain relationships with agents, customers & supplier partners.
• Identifying and meeting customers' needs by always providing exceptional customer service.
• Pro-actively attempt to minimise financial loss to the business wherever required.
• Achieving individual and team KPI's.
• Effectively performing administration duties and follow processes accurately.
• 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 always kept up to date.
• Aid internal/external agents and customers in a crisis for Vista, Hays Beds, Hays Transfers.
• Assist in minimising losses to the business wherever necessary.
• Process errata and schedule changes accurately & effectively

This role is an office-based role in our head office in Sunderland | Full Time (37.5 hours per week)

There's more to life than work, annual leave, and pensions. At Hays Travel we emphasise the value of having a work-life balance, we offer:

• A range of training programmes to help you progress personally and professionally
• Strong recognition and promotion opportunities
• Discounts on booking your own holidays
• Health care plan
• Eyecare vouchers
• Shopping discounts
• Loyal service awards to celebrate important milestones
• Recommend a friend bonus scheme
• A work environment that thrives on uplifting one another

We pride ourselves on the quality of service we provide and uplift one another with our enthusiasm, positivity and passion. Sound like you? Apply now!

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.

Vista Aftersales is an operational team which receives high volumes of incomings calls and email enquiries from agents, supplier partners, other head office teams and customers needing assistance in resort. Our focus is ensuring exceptional service, efficiency and accuracy at all times whilst striving to hit team's KPI's.

• Experience of working in a similar type of customer service focussed role

• Good organisational and time management skills
• Genuine passion for travel and the travel industry
• Resilient and excellent negotiation skills
• Good understanding of in-house products/systems and external supplier products/systems
• Ability to work in a fast-paced call centre environment whilst maintaining excellent attention to detail
• Good administration skills
• Enthusiastic and proactive with the ability to work independently (self - motivated) and as part of a team
• Open to change and flexible to suit business needs
• Good verbal and written communication skills
• Ability to liaise effectively with staff on various levels & backgrounds
• Ability to always remain professional

• 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

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