Central sales and customer care
As a customer or group advisor, you’ll be the first point of contact for our guests
Do you have a passion for great customer support?
As a leading youth charity with a beloved hostel network, we want our customers to have a great getaway with us – from the moment they book to saying goodbye at the end of their break. This is why our central sales team is so important.
This team is often the first point of contact for our customers. You’ll be the person at the end of the phone making bookings, problem-solving and helping our guests find the right hostel for them.
You can specialise in group bookings, taking group leaders through every stage of the booking process, making sure their needs are met and enuring that the staff at the hostel are ready to greet them. Or you might work in travel trade, managing relationships with our travel trade agents for B2B bookings.
It’s a great team to work in for those who have strong people skills and enjoy seeing the difference you can make to a guest’s experience.
What you could be doing
Customer services
You’ll manage bookings from initial enquiry through to booking and payment. You’ll also sign-up new YHA members, renew existing memberships and process enquiries.
This teams plays an important part in supporting the financial performance of YHA by providing excellent customer service, meeting and exceeding sales targets, and informing customers of other products and services to enhance their experience.
Customer care
Our customer care team are responsible for dealing with guest queries and resolving issues when things go wrong. You’ll analyse and share guest feedback to help us make improvements so we can ensure our guests have a memorable stay when visiting YHA.
If you like problem solving and decision making, a role in our customer care team would be perfect for you.
Group reservations
This team is the first point of contact for YHA group customers.
Responsible for providing an exceptional service to our groups, from school trips to walking groups and everything in between. You’ll take a wide range of calls, from initial enquiry and quotes as well as following up to confirmation of booking and payment.
Group payments
You’ll be responsible for providing an exceptional service to group customers, working independently and as part of a team. You will produce and issue payment invoices, chase up and collect payments in accordance with YHA terms, and respond to queries.
Roles in this area support YHA’s charitable objectives by meeting revenue targets and providing our customers with exceptional service.
Travel trade
As part of this team, you will handle the entire booking funnel for travel trade customers, from initial enquiry and quotes to confirming bookings, invoicing and payment.
Customer service is an important part of this role. You will develop and manage relationships with key travel trade accounts from all over the world, providing our customers with an outstanding service and contributing to YHA’s revenue targets.
Benefits of working in central sales
Hybrid working
We offer hybrid working, split between working from home and working in the office at least once a week
Familiarisation visits
 Take part in regular familiarisation trips to see our hostels and learn more about the products we sell first hand
Team meetings
We hold regular weekly and monthly team meetings to share successes and updates on our performance
Team away days
We run an annual team away day at a hostel in the Peak District so our team can bond with each other
What YHA will do for you
What you do at YHA really counts – that’s why we offer our employees lots of great benefits.
Financial benefits
Our salaries are benchmarked and you’ll have access to a pension scheme, sick pay, life assurance and more
Health and wellbeing support
We offer a health cash plan, 24/7 employee assistance plus maternity, paternity and adoption leave
Allowances and discounts
You’ll be able to enjoy free hostel stays, cashback rewards, volunteering days and free YHA membership
Recognition and reward
We recognise our employees for the work they do because we know that feeling appreciated is important
Ready to join the team?
From hostel roles to business support, our latest charity vacancies can be found through our job search. Take a look.