Introducing your support teams at Hays Travel
PTC Lead Supported 2026
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PTC LEAD SUPPORTED GUIDE 2025 |
CONTENTS
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| PTC LEAD SUPPORTED GUIDE 2025
Meet the team PTC Lead Supported..................................................................................................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 LEAD SUPPORTED 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 LS journey, Amy x
Amy Holland Head of PTC & PTC LS
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| PTC BUSINESS DEVELOPMENT GUIDE 2025
MEET THE TEAM PTC Lead Supported The PTC LS 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 LEAD SUPPORTED GUIDE 2025 |
Julie Turnbull PTC Lead Supported Manager
Kerry Pattison PTC Business Development Coach
Carrie Berry PTC Business Development Coach
Katy Greenway PTC Business Development Coach
Michelle Newbury PTC Business Development Coach
Kate Roberts PTC Business Development Coach
Louis Matthews Homeworking Support Executive
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Contact us
Opening Times Monday 10am-8.45pm | Tuesday-Friday 9am-8:45pm Saturday & Sunday 11am-5pm
For an emergency that cannot wait until the above opening hours, please contact Amy Brooke on 07714 533329
Phone 0191 543 6725
Email leadsupported.bd@hays-travel.co.uk
Live Chat Click here
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PTC LEAD SUPPORTED GUIDE 2025 |
WHAT WE CAN DO FOR YOU
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| PTC LEAD SUPPORTED GUIDE 2025
Sales Support We can offer:
Help with sales techniques, handling objections, general sales 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 julie.turnbull@hays-travel.co.uk
For Business Development calls with your coach
Click here to book
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Team Communication
The Whatsapp chat We have a WhatsApp chit chat group for positive help and discussion between agents.
Receive daily results The Business Development team will update with daily results on Facebook and email.
Your coach Communication from your coach will be via Teams group and/or email.
Positive chat culture is encouraged!
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| PTC LEAD SUPPORTED GUIDE 2025
Useful Facebook Groups
PTC Facebook Main page Daily figure updates, posts to share, important information & so much more.
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.
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PTC LEAD SUPPORTED GUIDE 2025 |
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 available on the Hub. 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 LEAD SUPPORTED GUIDE 2025 |
Pre Travel Complaints
PTC LS can offer guidance, support and advice and will discuss any financial decision with you in the first instance where possible.
Customer Pre Travel Complaint If a customer no longer wishes for the PTC to deal with their booking where possible this will be 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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| PTC LEAD SUPPORTED GUIDE 2025
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 LEAD SUPPORTED 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 LEAD SUPPORTED 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 LEAD SUPPORTED GUIDE 2025
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PTC LEAD SUPPORTED 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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| PTC LEAD SUPPORTED GUIDE 2025
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 LEAD SUPPORTED 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
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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PTC LEAD SUPPORTED GUIDE 2025 |
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
The LS coaches are on hand over a weekend to assist you with any queries.
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 LEAD SUPPORTED 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 LEAD SUPPORTED GUIDE 2025 |
The Hays Customer Service team offer business wide support to most multiple departments within Head office. For PTC LS 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
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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. 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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| PTC LEAD SUPPORTED GUIDE 2025
Important notice!
When the customer service team are already handling an amendment, we kindly ask that you don’t get involved in the same situation. When the customer service team see that you are already in contact with a customer, they will leave it with you to avoid confusion or duplication. This helps keep things smooth and ensures the customer has the best experience.
Admin assistance The Admin team offer admin assistance with brief booking checks and to send customer supplier invoices and tickets. You are responsible for loading bookings at the time of booking and sending documents while completing full booking checks.
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 you’re 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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