Role clarity for
reliable bookings
This guide defines the booking agent role at Hauli, and explains why consistent, accurate handling of enquiries and bookings is essential to the business.
Booking agents act as the first point of contact for customers seeking transport and logistics solutions. By following clear procedures they prevent avoidable errors, increase conversion of enquiries into confirmed jobs and build customer confidence in Hauli’s service.
Customer Comfort
At Hauli , every call is an opportunity to put customers at ease. Answer customer calls with a friendly, professional greeting, verify basic details early and maintain a calm, helpful tone throughout. Use clear questions and active listening to capture needs, confirm move dates and locations, and note any special requirements so callers feel understood and reassured from the outset.
Agent Responsibilities
Booking agents at Hauli are responsible for capturing and validating all enquiry details in the company systems, including customer contact information, pickup and delivery addresses, collection and delivery times, vehicle and load requirements, special handling instructions and any compliance information. Agents must use the prescribed scripts and data fields to ensure uniformity across shifts and locations, so that sales and operations receive complete, consistent information.
Start with a Friendly, Professional Greeting
Open each call with a warm, concise introduction such as: “Good morning, thank you for calling Hauli Transport Services. My name is [name]. How can I help with your move today?” Early in the conversation verify the customer’s name, contact number and the postcode of collection and delivery addresses. Ask for the preferred move date and a brief description of the property (flat, house, number of rooms) so you can capture the essentials straight away.
To ensure you capture all data use the online form: Online Booking Form
Revenue Protection
A key purpose of the role is to protect revenue and Hauli’s reputation. Accurate quoting, adherence to pricing policy and clear documentation reduce disputes and chargebacks. Prompt, professional responses and correct initial data entry increase the likelihood of conversion and shorten lead times for operations to accept and schedule work.
Set Realistic Expectations
Be transparent about what customers should expect. Explain typical timeframes for quotes and surveys, likely arrival windows on moving day and the factors that can affect cost such as access difficulty or additional services. If an immediate price cannot be given, tell the caller when they will receive a written quote and by which method (email or SMS). Clear communication about possible extra charges and cancellation terms helps build trust.
Dependable Handovers
The booking agent also manages dependable handovers to sales and operations teams. Handover practices include issuing a booking reference, confirming price and terms with the customer, flagging exceptions or special requirements, and ensuring the operations team has the full enquiry record and any supporting documents. When issues arise, agents know the escalation route and communicate status updates to customers and internal stakeholders to preserve service quality. Outcomes expected from following this guide are fewer booking errors, higher conversion rates on enquiries, improved customer trust and a smoother workflow between front office and operations. Clear, repeatable procedures protect Hauli’s revenue streams and support a professional, dependable customer experience.
Use Active Listening
to Capture Needs
Listen for specifics and take structured notes: confirm move date and time window, exact postcodes, number of large items (beds, sofas, appliances) and any access issues such as stairs, lifts or narrow streets. Paraphrase to confirm understanding — for example, “So you need a two-bedroom flat moving from NW3 to SE1 on 12 June, with a piano and four flights of stairs; is that correct?” — and record any special requirements like packing, dismantling or parking permits. This clarity prevents misunderstandings and speeds up quoting and planning.
Explain the Next
Steps Clearly
End the call by outlining what will happen next: confirm the information you have taken, explain when the customer will receive a quote or booking confirmation(usually after the deposit link has been sent out and confirmed as paid), and note any actions required from them (for example photographs, survey booking or delays). Provide contact details and the expected timescale for follow-up, and reassure them that Hauli will keep them informed. A calm summary such as “I’ll send a confirmation text and email once the sales team have confirmed payment — is that OK?” leaves customers informed and reassured.
Completing the Online Booking Form
Use the JotForm link provided by Hauli to submit your booking request accurately and completely. The information you enter is used by our operations team in London to plan vehicle size, crew numbers, parking and timings, so clear, specific entries reduce delays and unexpected charges.
Provide Contact and Move Details
Enter the customer full name, best mobile number and a working email address for confirmation. Add an alternative contact if the main contact is unavailable on the move day. Specify the exact move date and a time window if required. For pickup and delivery addresses include the full postcode, building name, flat or house number and floor. Note any controlled access such as concierge, intercom, key safe or security desk and provide contact names and phone numbers where relevant. Describe parking options or restrictions at both addresses, including permit requirements, loading bay locations or likely parking distances from the property.
Itemised Inventory and Attachments
Create an itemised inventory that lists large furniture items and the approximate number of boxes. Where possible, add measurements or approximate sizes for bulky items (sofa, wardrobe, mattress) and mark items that are heavy, fragile or require specialist handling. Note appliances that need to be disconnected and whether Hauli should arrange disconnection or if this will be done beforehand. Attach photographs showing property access (street view, parking, stairs, lift) and the items to be moved; take wide-angle shots and close-ups of fragile items or tight doorways. Upload any relevant documents such as building access permits, tenancy agreements, parking permits or estate notices. Ensure attachments are clearly named to match the address or item, for example flat5_sofa.jpg or permit_highgate.pdf.
Add Clear Operational Notes
Use the operations notes field to flag anything that will affect handling on the day. Include instructions about disassembly or reassembly requirements, the number of stairs to the property, narrow door widths or low ceilings, and whether lifts are available and their dimensions. Provide gate or door codes, concierge opening hours or key collection plans. If fragile or valuable items require special care or two-person lifts, state that explicitly. Be concise but specific: include measurements in centimetres where relevant and say whether access is via front, side or rear entrance.
Final Checks and Submission
Before you submit, read through every field and confirm contact details, addresses and the move date are correct. Check that you have uploaded all photographs and documents and that filenames match the items or addresses described. Keep your phone available after submission; Hauli will review the form and contact you if clarification is needed. Save or note the form confirmation or reference and check your email (and spam folder) for Hauli's acknowledgement. If you need to amend any information after submission, contact Hauli immediately using the contact details given in your confirmation.
Submitting Bookings to Sales Team
Submit the completed booking form to Hauli's sales team as soon as the details are finalised. Use the Hauli Sales Portal where available, or email the completed form to sales@hauli.co.uk with the booking form attached. In the email subject line include a clear reference so the entry is easy to track, and copy your operations lead so everyone has visibility. Prompt submission reduces delay and ensures bookings are handled in the correct order.
Include call notes and special instructions
Alongside the booking form, include any call notes taken during the customer conversation and all special instructions. Record contact names and telephone numbers, access/collection codes, required vehicle type, pallet and weight details, fragile handling, timed deliveries or collection windows, and any documentation the driver will need. Attach photos, scanned paperwork or site-specific instructions to the same submission and add a short summary at the top of the form so the sales team can see critical details at a glance.
Flag urgent or high-value bookings
Flag bookings that must be prioritised so they are escalated immediately. Place a clear prefix in the subject line such as URGENT: or HIGH VALUE: and select the corresponding priority tag in the Hauli Sales Portal. If a booking is time-sensitive or for a key account, call the sales duty contact after submission to confirm receipt. For high-value consignments or where additional approvals are required, attach supporting documents and note any required credit checks or manager approvals in the booking notes.
Retain a copy for your records
Keep a copy of every submitted booking for Hauli records. Save a digital copy in your personal folder and upload a second copy to the shared folder path Hauli/Bookings/Completed using a consistent filename format such as HAULI_Booking_CustomerName_Date. If you keep a paper copy, file it in the team booking binder. Retaining a copy ensures you can quickly resolve queries and provides an audit trail between operations and sales.
Follow up if confirmation is delayed
If you have not received confirmation from sales within one working day, follow up promptly. Send a polite reminder including the original submission, timestamp and any clarifying notes, and check the Hauli Sales Portal for status updates. If confirmation remains outstanding after a further day, escalate by phoning the sales duty contact and mark the booking for review. Always record follow-up actions on the booking record so nothing is lost between teams.
Secure Your Hauli Booking: Deposit Confirmation and Tracking
This page explains Hauli’s process for tracking deposit confirmations and ensuring operations only schedule jobs that are financially secured. In our London office, bookings must be marked as pending until the sales team confirms receipt of the deposit. Clear, prompt confirmation prevents resource clashes, protects revenue and gives customers a transparent experience.
Marking Bookings as Pending
When a customer pays a deposit, the booking should immediately be entered into the CRM and labelled as pending. The entry must include booking reference, customer name, payment method, deposit amount, payment date and the sales contact handling the sale. Sales are expected to verify the payment and update the status to confirmed within one working day of receipt. Until that confirmation is recorded, operations must treat the job as unconfirmed and not allocate vehicles or crews.
Dealing with Delayed Payments
If payment is delayed, contact the customer courteously and promptly to resolve the issue. Use a polite phone call followed by an email that restates the booking details and payment options. Record every contact attempt and outcome in the CRM. If the deposit remains unpaid after three working days, escalate the case to accounts for follow-up. Persistent non-payment after seven working days should be escalated to the sales manager and flagged to operations so they can decide whether to hold or release resources. Keep all communications professional and factual; offer alternative payment methods or a short payment plan where appropriate.
Keeping Internal Records Up to Date
Maintain a single source of truth in the CRM. Attach payment receipts, transaction IDs and any correspondence to the booking record. Once sales confirms receipt, update the payment status to confirmed, enter the cleared date and trigger the internal notification to operations. Operations rely on this information to plan vehicle allocation, crew scheduling and materials. Retain an audit trail of changes and every confirmation so finance and operations can reconcile records and audit decisions.
Escalation, Disputes and Next Steps
Follow Hauli’s escalation pathway for unresolved deposit issues: accounts attempts further contact and payment requests, sales manager reviews and negotiates where appropriate, operations are informed of any hold on the booking. If a customer is unable to pay and no agreement is reached, the booking may be released in line with Hauli’s cancellation policy; document the decision and notify the customer in writing. For any dispute about whether a deposit was made, review bank receipts, payment provider reports and CRM logs before finalising action. For assistance contact Hauli Sales or Hauli Accounts at the London office using the internal contact list.
Sending Confirmation Texts and Emails
Once Hauli's sales team confirms receipt of the deposit, a concise confirmation text and email should be sent without delay. Each message must include the Hauli booking reference, confirmed move date and time, names and estimated arrival details for the assigned crew, plus any pre-move instructions relevant to London locations such as parking or loading bay requirements. Use clear professional templates that display Hauli's contact numbers and explain the next steps so customers know who to call and what to expect on the day.
What to include in Hauli's confirmation text
The confirmation text must be short, factual and actionable. Include the booking reference, confirmed move date and start time, a short crew introduction and a direct contact number for Hauli. Close the message with a single clear next step, for example asking the customer to confirm access arrangements or to reply if they need to change the start time. Keep language polite and localised for London customers, mentioning any critical pre-move actions such as reserving street parking or notifying building reception.
Email confirmation template for customers
Send a more detailed confirmation email that mirrors the text and adds practical detail. The email should open with the Hauli booking reference and confirmed move date and time, then list the assigned crew with names and an estimated crew arrival window. Include a short pre-move checklist covering: checking lift availability, clearing parking/loading areas, labelling fragile items and any agreed disassembly. Attach or link to a printable checklist and Hauli's terms of service where applicable. Conclude with Hauli contact numbers, office hours and clear next steps, for example confirming access instructions or advising how to update the booking. Deliver this email as soon as sales confirm the deposit and again as a reminder before the move.
Timing and follow-up messages
Send the initial text and email promptly after deposit confirmation. Arrange a reminder email two to three days before the move that reconfirms details and flags any outstanding pre-move items. On the day, send a brief ETA text from Hauli when the crew are en route so customers in London know the expected arrival time. Timely, staged communication reduces last-minute calls and prevents confusion on move day.
How clear confirmations help Hauli and customers
Consistent, professional confirmations reassure customers, set expectations and minimise day-of-move queries and no-shows. For Hauli this improves scheduling reliability, reduces wasted crew time in London traffic, and boosts customer satisfaction and reviews. Using standardised templates with contact numbers and next steps creates a predictable experience for customers and keeps operations efficient.
Keep Hauli Moving: Diary and Schedule Management
Hauli's diary and schedule management ensures jobs are allocated, travel is accounted for and crews arrive on time across London. Using the company calendar and dedicated scheduling tools, operations can block job slots, insert travel time between appointments and apply sensible buffers for loading, unloading and traffic. Immediate updates and clear communication between office and crews prevent overlaps and keep customers informed.
Blocking Jobs, Adding Travel Time and Buffers
When a job is created in Hauli's system the operations team blocks a discrete slot in the company calendar rather than a simple note. Each booking includes calculated travel time based on the postcodes involved and the expected vehicle speed through London at that time of day. Buffer windows are added according to job type—short pickups, multi-drop deliveries or long-distance moves—so crews have time for handover, paperwork and unforeseen delays. The scheduling tool stores default buffer templates which can be modified per job to reflect vehicle size, required manpower and client constraints.
Synchronise with Operations and Crews to Prevent Double-Booking
Hauli prevents double-booking by maintaining a live synchronised diary between the operations portal and the crew app. Any change made by dispatch—reassigning a crew, extending a job or cancelling a booking—pushes an instantaneous update to crew devices and the central calendar. Conflict detection flags overlapping assignments and suggests alternative crews or time slots. Permissions control who can confirm or override bookings so the diary remains accurate and auditable.
Regular Daily Review for Efficient Resource Allocation
Operations run a daily review each morning and a short check at mid‑day to confirm that planned journeys and crew allocations remain optimal for London traffic patterns. Reviews focus on reassigning under‑utilised crews, consolidating nearby jobs to reduce mileage, and shifting non‑urgent work to off‑peak periods. Recording expected versus actual start and finish times during review helps Hauli refine travel estimates and buffer settings to improve on‑time performance.
Immediate Updates and Clear Change Management
Any change to a booking is recorded in Hauli's diary immediately: dispatch updates the job status, the crew receives a notification on their device and the customer gets an automated message where appropriate. All modifications carry a timestamp and user ID for traceability. For larger disruptions—vehicle breakdowns or road closures—operations use a predefined escalation flow to reallocate work, adjust buffers and communicate revised ETAs so service remains reliable across London.
Clear cancellation and reschedule process
Handle cancellations and reschedules with empathy and clarity. When a customer needs to change or cancel a booking with Hauli, ask them to notify us through the Hauli customer portal or by contacting their sales representative as soon as possible. Hauli staff will acknowledge the request, record the reason for the change in our booking record and advise on available options based on the original booking details.
What Hauli records and why it matters
Hauli records the cancellation or reschedule reason, the name of the person requesting the change, and any supporting notes in our CRM and booking system. This information is shared with sales and operations to assess service impact, identify recurring issues and improve planning for London routes and depot allocations. Clear records ensure consistent treatment of customers and provide an audit trail for any subsequent refund or credit decisions.
Refunds, deposits and transfers
Coordinate with Hauli’s sales and operations teams when assessing refunds or deposit transfers. Where a refund is due, Hauli will confirm whether funds can be returned to the original payment method or issued as a credit note, and record the decision in writing. If a customer wishes to transfer a deposit to a new date, operations will check vehicle and crew availability before confirming the transfer. All financial adjustments are logged with a reference for finance and customer records.
Offering alternative dates where possible
Hauli aims to offer alternative dates wherever operationally feasible. Sales will liaise with the London operations team to propose nearby slots, consider depot and crew constraints and present practical options to the customer. If an alternative date is agreed, Hauli will update the booking, reserve resources and send a written confirmation setting out the new arrangements and any revised charges.
Confirmations and maintaining clear records
Always confirm any cancellation, reschedule, refund or deposit transfer in writing. Hauli will send an email summary that states the change, the reason logged, any financial adjustments and a reference number. These confirmations are retained in Hauli’s CRM and finance systems to provide clarity for customers and internal teams, and to support future enquiries or audits.
Customer Care and Problem Resolution
Hauli is committed to providing clear, practical and timely customer care from our London office. When a client raises a concern — whether about a missed collection, damaged goods, an unexpected charge or a service delay — Hauli acknowledges the issue promptly, outlines the next steps and works to restore confidence in our service. Our approach is designed to be transparent, fair and focused on a practical resolution that suits the customer and protects Hauli’s operational standards.
How Hauli Acknowledges and Responds
When a complaint reaches Hauli we acknowledge receipt as soon as possible and set expectations for the investigation. An automated confirmation is sent immediately from our London helpdesk, followed by a personalised acknowledgement from a member of the support team within one working day. The acknowledgement explains the reference number, expected timescales for a full response and the primary contact method for updates. Customers may contact Hauli through the help section on the Hauli website, the in‑app support chat or the support email; the chosen channel is recorded against the case so follow‑up is streamlined.
Practical Solutions Hauli Offers
Hauli assesses each issue and proposes practical, proportionate solutions tailored to the problem. Typical remedies include rebooking a collection or delivery at no extra charge, dispatching a replacement vehicle or crew, arranging repairs or replacements for damaged items, issuing partial refunds or credit notes where appropriate, and offering goodwill vouchers for inconvenience. For billing disputes Hauli provides a clear breakdown of charges and, if an error is found, reverses the charge and confirms the correction in writing. All proposed remedies include an expected completion date and a named contact from the Hauli team so the customer knows who is handling the case.
Escalation to Supervisors and Resolution Ownership
If an issue cannot be resolved at first contact, Hauli escalates the case to a supervisor in London. Escalation is triggered automatically if the matter remains open after five working days or sooner if the customer requests escalation. The supervisor reviews the case notes, speaks directly with the customer if required, and sets a clear action plan with ownership and timelines. Hauli informs the customer of any supervisory review and provides a named supervisor and a target date for final resolution. In the rare event a satisfactory resolution is still not reached, the case is referred to Hauli’s senior operations manager for independent review.
Logging, Learning and Follow‑Up
Every complaint and its outcome are logged in Hauli’s secure customer relationship management system so the team can learn and improve. Entries include the original complaint, actions taken, resolution date and any compensation offered. Hauli reviews trends monthly and adjusts training, processes or supplier arrangements where patterns emerge. After a case is closed Hauli offers a follow‑up call or email to verify satisfaction and confirm that the remedy has been effective; this follow‑up is typically made within three to seven working days of closure. Feedback collected during follow‑up is used to close the loop and to reinforce Hauli’s commitment to dependable service in London and beyond.
Data Protection and Compliance at Hauli
Hauli is committed to protecting the personal data of our customers and partners in line with the UK GDPR and the Data Protection Act 2018. Based in London, Hauli treats data protection as a core business obligation: we collect only what is necessary to provide our services, store it securely, obtain lawful consent where required and apply strict internal controls to limit access. This page explains how we handle data, how we protect it and what to do if you suspect a breach.
What information we collect and why
Hauli collects only the personal data necessary to fulfil bookings and meet legal obligations. Typical data we collect includes customer name, email address and telephone number, pick-up and drop-off addresses, booking date and time, payment transaction reference and basic delivery instructions. The lawful bases we rely on are performance of a contract for the delivery service and, where relevant, consent for marketing communications. Consent for email or SMS marketing is requested separately with a clear opt-in; we record the consent timestamp and method. We follow Hauli’s retention policy: operational booking records and billing information are retained for up to seven years for accounting and dispute-resolution purposes, customer support logs are retained for up to two years unless needed longer for an ongoing enquiry, and marketing consents are retained until withdrawn.
How we store and protect personal data
All personal data held by Hauli is protected using technical and organisational measures proportionate to the risk. Data is encrypted in transit and at rest where technically feasible. Access is restricted by role-based controls and two-factor authentication; staff are granted access strictly on a need-to-know basis. Systems maintain audit logs of access and changes, and we conduct regular security assessments and staff training. Where Hauli uses third-party processors (for example payment gateways, CRM providers or cloud hosting) we only work with suppliers who enter into a Data Processing Agreement and demonstrate equivalent safeguards. Personal data that is no longer required is securely deleted in accordance with our retention schedule.
Reporting suspected data breaches
If you suspect a data breach affecting Hauli data you must report it immediately to Hauli’s security team and compliance lead. Report incidents via security@hauli.co.uk or by telephone to the security line, and preserve any relevant logs or files to support investigation. Hauli’s incident response process will contain and assess the breach, preserve evidence, and involve the sales team where customer accounts or contractual matters are affected. Where required by UK GDPR, Hauli will notify the Information Commissioner’s Office within 72 hours of becoming aware of a notifiable breach and will inform affected customers without undue delay. Hauli will co-operate fully with any internal and external investigations led by compliance or sales.
Your rights and how to contact us
Under UK GDPR you have rights including access to your personal data, rectification, erasure, restriction of processing, data portability and the right to object. You may withdraw consent to marketing at any time using the unsubscribe link in our messages or by contacting dataprotection@hauli.co.uk. To exercise any other rights, request copies of your data, or raise a concern, contact Hauli’s Data Protection Officer at dataprotection@hauli.co.uk or by post to Hauli Ltd, London. We will verify identity before releasing personal data and respond within the statutory timeframes. If you remain dissatisfied you may complain to the Information Commissioner’s Office (ICO).