Duty Office Executive

About Us

At Travel Counsellors, our customers, communities, and colleagues are at the heart of everything we do. For over 30 years, we've empowered 2,100+ independent travel agents worldwide, helping them build successful businesses while providing deeply personal, human connections with their customers. Supported by a talented team of over 400 people in our Support Offices, we create unique travel experiences that keep customers coming back. Named the Best Place to Work in Travel (2022) and ranked in the Sunday Times Best Places to Work (2023 & 2024), we’re expanding rapidly and looking for exceptional individuals to join our Head Office team.

About the role

Providing operational 24/7 support, 365 days a year, to our Global Travel Counsellors by monitoring worldwide events, FCO advice and alerts from other Trade Partners. Will then be proactive in running reports to identify any bookings affected and communicating updates to our Travel Counsellors. Offering support to Travel Counsellors for any in-resort issues or emergency situations. Working rota includes 12hr shifts over a 24-hour period on a 4 day on 4 day off rota basis.

• Continuous monitoring of world events; assessing the impact to our customers and business.
• Being the calm voice of reason during emergency and crisis situations globally.
• Offering creative solutions to our customers when things don’t go to plan during their holiday or business trip.
• Amendments to often complex itineraries with multiple flight, hotel and other components during travel.
• Communicating operational changes to bookings to our Travel Counsellors prior to departure.
• Pro-actively chasing information from our direct contracts and suppliers whilst building and maintaining effective relationships.
• Assist both Travel Counsellors and where appropriate their clients with any in resort issues.
• Understanding fare rules to allow the processing of voluntary changes to scheduled flights including IT, Consolidated and published tickets.
• Managing involuntary flight schedule changes and then assisting our Travel Counsellors with amending or cancelling any affected ground components.
• Issue new flight tickets outside of normal office hours.
• Obtaining rates and checking availability via the in-house Phenix booking system.
• Providing quotes for amendments and cancellations to both in house package bookings and individually quoted ground components e.g. Hotels transfers, car hire etc. and then process accordingly.

Experience needed

• A proven background in a similar Travel based role.
• Experience of Ticket re-issues and fare building (desirable).
• Experience of and able to work unusual hours/out of hours support (24/7 on a rotating shift pattern).
• Previous experience of working on a GDS (Galileo preferable) – to obtain best possible flight options/fares.
• Understanding fare rules to allow the processing of voluntary changes to scheduled flights including IT, consolidated and published tickets.
• Previous knowledge and experience of issuing and amending flight tickets.
• Dealing with duty office/in resort issuing.
• Understands fare rules and different fare types.
• Familiar with hotel room rates, availability and contracts.

Skills and qualifications required

• GDS experience (Galileo preferable) – to obtain best possible flight options/fares.
• Foreign Languages would also be of benefit (Desirable) • IT literate with advanced knowledge of MS Office, especially Excel.
• Ability to build rapport and engage with all types of individual, shares a passion for delivering excellent customer service.
• Excellent time-management and prioritisation skills, able to multitask and thrives under pressure.
• Ability to work with minimum supervision, taking ownership of tasks, maintaining focus when tight deadlines are required.
• A confident communicator, helpful when dealing with queries over the phone, by email and in person.
• Shows creative thinking when solving problems, wanting to resolve these as quickly as possible.

To be successful in this role

• You will take pride in your appearance and personal brand and possess a charismatic personality.
• Must be an individual that shares our passion for delivering excellent customer service.
• You will be forward thinking, and customer focused with a “can do” attitude.
• Comfortable operating in fast paced environments with informal ways of working.
• You will be positive and enthusiastic in your approach and comfortable adapting to change.
• Naturally ambitious, hardworking and driven.
• You’ll need to be resilient and have a strong desire to succeed, going above and beyond to deliver exceptional results.
• Possess a great work ethic, positive mindset and limitless thinking.

Our Benefits

• Competitive salary + annual bonus
• Flexible hybrid working
• Career development opportunities
• 25 days holiday (increasing to 28 after 5 years)
• Enhanced Maternity/Paternity pay
• 1 paid charity day
• Company events and incentives
• 3x salary death in service benefit
• Pension scheme
• Private Medical Insurance or Healthcare Cash Plan
• Free breakfast and beverages

Inclusive Recruitment Statement

Travel Counsellors is an equal opportunity employer committed to diversity and inclusion. We welcome applicants from all backgrounds and do not discriminate based on race, gender, disability, or any protected characteristic. We provide accommodations for individuals with disabilities throughout the hiring process. We believe diverse perspectives strengthen our team and encourage all to apply.