Duty Office Executive - South Africa

About Us

At Travel Counsellors, our customers, communities, and colleagues are at the heart of everything we do, and this is what sets us apart. We prioritise relationships over transactions, connecting deeply with our customers through the moments that matter. For over 30 years, we’ve been changing lives as the UK’s leading travel marketplace for self-employed travel entrepreneurs, empowering over 2,000 independent agents to build successful leisure and corporate travel businesses.

With the support of a talented team of 400+ people in our Support Offices, our Travel Counsellors create exceptional experiences and build lasting personal connections, ensuring customers return time and time again. Our unique approach has earned us numerous accolades, including "Best Place to Work in Travel" at the 2022 TTG Travel Industry Awards, a spot on the Sunday Times Best Places to Work list (2023-2024), and the Queen’s Award for Enterprise in Innovation.

As we experience exceptional growth, with record revenues exceeding £1bn, we’re looking for outstanding individuals to join our expanding Head Office team and help us continue to thrive.

Main duties and responsibilities

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.

Skills and Experience required

• A proven background in a similar Travel based role
• Experience of Ticket re-issues and fare building
• 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
• 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 be

• You will be a role model for our business values, using your personality and behaviours, to maintain integrity and a can-do attitude
• You will have a willingness to go the extra mile and always strive to seek job satisfaction
• You will have the ability to think digitally as we continue to evolve as a digital first business, and that means we need you to have the right knowledge, skills and appetite to effectively use digital systems to support delivery of an efficient, robust finance environment.
• You always bring your authentic self to work
• You pride yourself on building loyal and mutual trusting relationships with colleagues, TCs and supplier partners
• You will respect and value diversity, creating an environment that is inclusive of all
• You will be focused on your own personal development as well as the future of our business, contributing new and innovate ideas and ways of working
• You actively seek out opportunities and find meaningfulness at work
• You will not be afraid to use your voice to challenge or reinforce the status quo, guided by our values and behaviours
• Highly motivated, ambitious, driven by success and comfortable working towards targets