Introducing your support teams at Hays Travel
PTC Business Development 2026
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PTC BUSINESS DEVELOPMENT GUIDE 2025 |
CONTENTS
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Meet the team PTC Business Development.....................................................................................4 Contact us........................................................................................................................7 What we can do for you .......................................................................................... 8 Sales Support.................................................................................................................9 Team Communication................................................................................................10 Facebook groups..........................................................................................................11 Plus more..........................................................................................................................12 Pre travel complaints..................................................................................................14 Post travel complaints................................................................................................15 Marketing & Social ............................................................................................... 16 Meet the team Homeworking Operations........................................................................................18 Contact us........................................................................................................................21 What we can do for you .......................................................................................... 22 Commission payments...............................................................................................24 Weekend support.........................................................................................................25 TAX & VAT Requirements.........................................................................................26 Customer Service ................................................................................................. 26 Provide feedback .................................................................................................. 30
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PTC BUSINESS DEVELOPMENT GUIDE 2025 |
My career spans over 20 years in the travel industry and over 15 of those are with Hays Travel. As I started my career as a self employed homeworker, I like to think I am well placed to lead our amazing divisions with the incredibly talented people we have in our Business Development and wider head office teams. We appreciate there are so many questions and so many places you can look to find the information, so we want to try and centralise this for you. We are hoping this flipbook can be your daily reference guide for who to contact and how each team can help you, saving you time and any inconvenience.
With Hays Homeworking I truly want you to feel although you’re home, you’re never alone.
Wishing you every success in your PTC journey, Amy x
Amy Holland Head of PTC & PTC LS
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MEET THE TEAM PTC Business Development The BD team have over 200 years of combined Travel experience and are passionate about helping you develop and grow your business, we are always on hand to help and support you.
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PTC BUSINESS DEVELOPMENT GUIDE 2025 |
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Helen Thomas PTC Business Development Manager
Kerry Robery PTC Academy Business Development Coach
Natalie Fox PTC Academy Business Development Coach
Natalie Liddle PTC Business Development Coach
Gillian Stark PTC Business Development Coach
Lee Chalmers PTC Business Development Coach
Natalie Coverdale PTC Business Development Coach
Ashley Shirra PTC Business Development Coach
Lindsey Rudd PTC Business Development Coach
Neve Cameron PTC Business Development Executive
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Contact us
BD Telephone/Teams
0191 8148091
Working Hours Monday-Friday 09:00 - 17:30
Ashley does work later nights 4 days a week, for any emergencies between 08:00-18:30 please contact Ashley directly.
ptc.bd@hays-travel.co.uk
You can find our working hours individually on the PTC Hub.
Out of hours PTC Lead Supported opening hours
PTC LS Telephone
0191 543 6725
Opening Times Monday 10am-8.45pm
Tuesday-Friday 9am-8:45pm Saturday & Sunday 11am-5pm
leadsupported.bd@hays-travel.co.uk
For an emergency that cannot wait until the above opening hours, please contact Amy Holland on 07714 533329
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PTC BUSINESS DEVELOPMENT GUIDE 2025 |
WHAT WE CAN DO FOR YOU
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Sales Support We can offer:
Help with sales techniques, handling objections, general advice.
Share access to stats like top suppliers, year-on-year growth, and other performance figures.
A Business Bulletin Ran Weekly for PTC/PTC LS and Explorer agents Don’t receive this? Please email Helen.thomas@hays-travel.co.uk
For Business Development calls with your coach
Click here to book
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Team Communication Every Coach has a Team Facebook Page and also a Team Facebook Chat where important information will be shared.
The Facebook chat A good source for tips, support, motivation and everything in between.
Annual leave When any coach is on annual leave we will still update your Team Facebook pages with figures from the previous day and any important information.
Positive chat culture is encouraged!
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Useful Facebook Groups
Port of Call / In it for the Longhaul FB Page These are for PTC, PTC LS and explorer and are manned by the PTC/ LS coach team. Here you can find lots of goodness! Disney The amazing Julie Painter and Chloe Painter looks after all things Disney for PTC/LS and Explorer- need some Disney in your life follow the Facebook page now. PTC Facebook Main page Daily figure updates, top selling suppliers, important information, campaigns, incentives and so much more.
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Wait there’s more...
Your Business Development coach is on hand to help enhance your skill set whether that be Isell training, Supplier portals or product knowledge, we are here to help.
Supplier trainings We organised 97 Supplier trainings last year! With this year looking to be even more. If there are any suppliers you would like training from please contact your coach and we will look at arranging this. Supplier Launches We are always looking at ways to make these bigger & better every year and provide full information to you all as soon as we have it.
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Ship Visits Our Coach Team assist Cruise Commercial in getting as many of you on Ship Visits as possible. Offers/campaign updates These will always be added to the BD Fb page, PTC Hub and also emailed to you. Fam Trips For any opportunities we get for you through our commercial team we always look at who has previously had trips, always aiming to get as many of you as possible on these trips and make it as fair as possible. Suppliers will sometimes stipulate who gets offered these from time to time which we have no control over.
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PTC BUSINESS DEVELOPMENT GUIDE 2025 |
Pre Travel Complaints
PTC BD can offer guidance, support and advice but will not make any financial decisions. (if the PTC has left we will seek advice from CS/CR)
Customer Pre Travel Complaint If a customer no longer wishes for the PTC to deal with their booking this should always be discussed with the PTC in the first instance, the BD will not give permission for HO to look after the booking if this has not already been discussed with the PTC. Supplier Pre Travel Complaints We can offer guidance and support, for Supplier escalations that have not been resolved with the supplier directly these can be escalated through our Hays Commercial Team.
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Post Travel Complaints
Maintaining standards To ensure continuity of standards and accurate reporting, all PTCs are encouraged to use the Head Office Customer Relations Team for any Post departure customer complaints including all Legal, ABTA or third party escalations.
Stay professional When you do speak to a customer regarding any complaint please keep your opinion professional and avoid using your own personal opinion on the situation.
Customer.relations@hays-travel.co.uk
SARS Please remember customers can submit a Subject Access Request form (SARS), this means a customer can have all personal information held by an organisation including Isell notes so please keep all notes professional.
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PTC BUSINESS DEVELOPMENT GUIDE 2025 |
MARKETING & SOCIAL
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Marketing guidance Lisa Graham Marketing manager Our dedicated Marketing Manager is on hand to help with any marketing assistance required including events, social insights and hints & tips to help grow your business plus so much more.
lisa.graham@hays-travel.co.uk
The Hub
Click here
Social Media guidance
Telephone
0191 814 8004
The Social Media team are on hand to help with questions queries and useful hints & Tips.
HW Email
Contact details can be found on the hub - Make sure to be following the dedicated Social Media Facebook Page.
socialmedia.hw@hays-travel.co.uk
Click to follow
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PTC BUSINESS DEVELOPMENT GUIDE 2025 |
MEET THE TEAM Homeworking Operations The Homeworking Operations team underpin all of our day to day operational tasks and support our teams and homeworking members.
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PTC BUSINESS DEVELOPMENT GUIDE 2025 |
Ben Parr Homeworking Operations Manager
Andrew Laidler Homeworking Operations Supervisor
Nicola Murphy Homeworking Operations Senior Assistant
Bethany Cook Homeworking Operations Assistant
Morgan Parker Homeworking Operations Assistant
Kane Lamb Homeworking Operations Assistant
Chloe Lane Homeworking Operations Apprentice
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Contact us
Opening Hours Monday-Friday 08:00 - 17:30 The Admin Inbox is checked for urgent Erratas on a Saturday & Sunday.
Phone/Teams 0191 8148090
Email hw.operations@hays-travel.co.uk
Live Chat Click here
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PTC BUSINESS DEVELOPMENT GUIDE 2025 |
WHAT WE CAN DO FOR YOU
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We can help your business with:
Refund requests Supplier queries/issues Commission payment queries Selling system queries Trustpilot set ups Balance & deposit queries
Withhelds & deductions Direct Debit queries Software issues Facebook boost cards Website builds Creative requests
Call recording requests Recommend a friend Holiday/Out of office queries PTC admin control admin.ptc@hays-travel.co.uk
Find us on the HUB Please take some time to look on the PTC HUB as we have lots of supporting documents which will help you with Hays Travels Guidelines/Procedures.
As with all departments within Hays Travel we are here to make sure Company procedures are adhered too.
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Commission Payments For any urgent queries or assistance with completing invoices, firstly contact Homeworking Operations.
Telephone
0191 814 8090
Failing this you can contact Commission Payments directly. You can also submit the Smartsheet link on the Hub under Forms.
Telephone
0191 8148042
commissionpayments@hays-travel.co.uk
Invoice Statements are to be sent to the below.
commissionpayments@hays-travel.co.uk
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Weekend Support
PTC Lead Supported coaches
Selling System Support
Technology Team
They are on hand for emergencies on a weekend and do have access to the PTC Admin inbox and the background banking system.
Contact the team for all queries/ assistance on our inhouse system including the resetting of Isell Password
They are on hand on a Saturday for any IT problems.
Working hours: Saturday 11:00-17:00 Sunday 11:00-17:00
Working hours: Saturday 09:00-17:00 Sunday 11:00-16:00
Working hours: Saturday 09:00-16:30
Telephone: 0191 543 6725
Telephone: 0191 8148002
Telephone: 0191 8148031
Email: leadsupported.bd@hays-travel.co.uk
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PTC BUSINESS DEVELOPMENT GUIDE 2025 |
TAX & VAT Requirements
At Hays Travel, we take our legal responsibilities seriously. Under the Corporate Criminal Offence regime, which has been in effect since 2017, we must not be complicit in facilitating tax evasion. To support you in setting up your business correctly and meeting UK tax obligations, we’ve provided some helpful resources.
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Your Responsibilities
VAT Requirement
If your total self-employed earnings exceed £90,000 over any rolling 12-month period , you are required to register for VAT. This includes income from all business activities, not just those through Hays Travel. (Profit thresholds may be adjusted please check regularly)
As an independent business owner, you are responsible for recording and reporting your revenue and profits to HMRC for all applicable taxes.
Income Tax: We strongly recommend seeking independent financial advice to ensure your income and profits are correctly accounted for. Record Keeping: The UK Government provides a helpful guide on what records to keep and for how long. Click here to find the self-employed records page on GOV.UK. National Insurance: For guidance on rates and contributions, visit the GOV.UK National Insurance page. Click here to find the national insurance page on GOV.UK.
For details on how to register for VAT, visit the GOV.UK VAT registration page.
If you operate other businesses outside of Hays Travel, be sure to include those earnings when assessing your VAT threshold. When in doubt, consult your financial advisor or contact HMRC directly for clarification. Please note: Hays Travel is not responsible for monitoring your earnings or notifying you when VAT thresholds are met. If you need clarification on your earnings or supporting documentation, our Finance Team is happy to assist.
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PTC BUSINESS DEVELOPMENT GUIDE 2025 |
The Hays Customer Service team offer business wide support to most multiple departments within Head office. For PTC specifically, Customer Service are on hand to support all your customers while you are not working. CUSTOMER SERVICE
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We can help you with...
General Customer Queries
Minor/Major Erratas
Amendments
Cancellations
As soon as your out of office Smartsheet is filled in and your out of office on your emails is added, any erratas that come through to the admin ptc@hays-travel.co.uk inbox, which Homeworking operations man, will be forward to Customer Service to action on your behalf. ** Please note if you are due back from holiday and the errata/ amendment is not deemed urgent this will be passed back to you to action on your return
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Checking in your customers This is not something Customer Service will action as a rule, all customers due to travel while you’re on holiday should be contacted before hand to check them in where possible and if applicable, this report can be run on Apps. If you are unable to check in customers due to check in only opening while you are away and it is compulsory, Customer Service will assist- you can contact Customer Service or alternatively revert your customer to them.
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Important notice!
Tickets The Balance Collection/Admin team will run a report for any PTC on annual leave to check for any overdue tickets and action if required.
As tempting as it is if a customer contacts you while on leave please revert the customer to Customer Services to avoid duplication of work and confusion.
Invoicing Things like confirmation emails and cancellation invoices that do not auto attach will still be emailed to you to action on your return.
If you are on holiday/unable to work and are putting regular new bookings through you will be asked to action any aftersales, amendments or notifications.
New Bookings Customer Service will not make new bookings, only amendments while your on Annual leave so it might be worthwhile having a buddy to look after new sales or sign up for your bookable website.
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Provide feedback!
If you have any feedback for any of the teams or staff from our departments, please do not hesitate to let us know, we might not always get it right but we really do have you all at the heart of everything we do.
Click here to leave any feedback
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