Julie Spencer

Self Employed Personal Travel Consultant, with Hays Travel. Travel and finding dream holidays for my customers is my passion. Although I am self employed, I get great support from Hays Travel and our partners.

Having my own business and being backed by Hays Travel, means I have the resources to find great holiday and cruise deals.

My skills

• To create and communicate clear, detailed itineraries ahead of travel.
• Respond to clients' questions, issues and complaints, thinking creatively to formulate effective solutions.
• Conduct calls professionally and politely to maintain excellent service standards.
• Advise customers on specific visas, travel safety and passport requirements
• Verify customer passports and documentation to travel.
• Track flight prices to secure best-possible prices for customer trips.
• Resolve complaints, cancellations and refunds with mutually beneficial solutions.
• Educate clients on current travel restrictions, providing relevant and up-to-date information by phone and email.
• Offer exemplary service to new and existing clients, helping to build lasting relationships and secure new travel assignments.
• Confirm payment of deposits from clients before commencing with bookings.
• Use destination knowledge to enhance customer trips with local recommendations.
• Record accurate passenger information to eliminate ticketing errors.
• Invoice customers and chased up unpaid bookings to avoid payment delays and balancing issues.
• Process payments and establish payment plans on behalf of customers
• Verify customer insurance and documentation ahead of travel for reduced risk.
• Maximise sales profits using proven upselling and cross-selling techniques.
• Dealt efficiently with last-minute changes to minimise disruption.
• Handled complex itineraries ensuring seamless journeys for clients.
• Utilised industry software proficiently for efficient booking and scheduling.
• Resolved customer complaints promptly ensuring high levels of satisfaction.

• Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.
• Led performance reviews and tailored employee feedback to facilitate professional development.
• Supervised and mentored 8 multidisciplinary team members.
• Fostered positive employee relationships through communication, training and coaching.
• Reached high-quality standards through audits and testing.
• Streamlined processes to achieve efficiencies and cost savings.
• Progressed to Team Leader position within 48 months working at company.
• Delegated tasks to staff to meet daily service requirements.
• Handled grievances professionally to maintain staff satisfaction levels.
• Evaluated staff performance, implementing training and development programmes to maintain exceptional service levels.
• Trained staff on best practices to achieve optimal productivity.
• Investigated issues affecting group operations, prepared reports and helped correct problems.
• Led and managed administrative staff to maintain smooth daily operations.
• Streamlined processes to improve and optimise office operations.
• Delegated tasks to team members efficiently improving overall productivity.
• Monitored sales performance regularly adjusting strategies as required.
• Provided excellent customer service leading to repeat business and customer loyalty.

• Increased client satisfaction by providing specialised support and advice.
• Collaborated effectively with cross-functional teams for successful project completion.
• Improved workflow efficiency with thorough process analysis.
• Maintained excellent market and trend awareness to meet customer demand.
• Updated databases with current client, contract and service agreements.
• Carried out day-to-day duties accurately and efficiently.
• Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
• Successfully delivered on tasks within tight deadlines.
• Manage over 50 calls per day and on average, 15 - 20 viewings per day.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Supported team by demonstrating respect and willingness to help.
• Worked flexible hours, covering nights, weekends and bank holidays.
• Consistently arrived at work on time and ready to start immediately.
• Offered friendly, efficient customer service and handled challenging situations with ease.
• Increased customer satisfaction by resolving issues.
• Improved efficiency and productivity by acquiring new skills.
• Completed duties to deliver on targets with accuracy and efficiency.
• Displayed energy and enthusiasm in fast-paced environment.
• Completed customer orders with speed and accuracy.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Used Microsoft Word and other software tools to create documents and clear communications.
• Applied positive customer service approach to increase satisfaction levels.
• Applied critical thinking to analyse problems, evaluate solutions and select best decisions.
• Delivered exceptional customer service by proactively listening to concerns and answering questions.
• Scheduled appointments for potential bidders; facilitated smooth viewing experiences.
• Ensured timely report submissions following each viewing, aiding team coordination efforts.