Airfares Senior in Charge

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.

Role Summary

Our Operations function is the engine room of our business. We are investing in a multi-skilled team of Aviation Executives and are on the lookout for professionals with Ticketing experience (preferably Travelport/Galileo) and a passion for customer service. Over time you would spend time in different areas of Operations enabling us to flex according to business need and provide the best possible support to our Travel Counsellors.

As we undergo a company-wide Digital Transformation programme, the role of our support teams is shifting from a traditional helpdesk to a multi skilled group of high performing individuals who are driven to deliver exceptional service as well as to think creatively about how we improve our service and processes. In return, you’ll have the chance to share your ideas, contribute to exciting projects that will enhance your experiences and career opportunities within a disruptive and ambitious business.

Adding Value to Travel Counsellors

Comfortable with change and flexible in your approach, you will have the ability to respond easily to the varying needs of our customers. The role will rotate between different areas of Operations, duties include but are not limited to:

• Acting as a brand ambassador to provide professional customer service to new and existing Travel Counsellors
• Supporting Travel Counsellors to secure new bookings
• Managing voluntary and involuntary changes to existing bookings
• Assisting with booking cancellations
• Being a first point of call for in house system queries
• Contributing to team discussion around process improvements
• Supporting our Travel Counsellors to adopt new ways of working and tools available

Skills, Experience & Behaviours Required

• Confident in using Galileo/Smartpoint for fare re-calculations and ticketing (at least 2 years’ experience)
• Energetic, motivating and positive individual
• Knowledge of dealing with operational enquiries and in resort issues
• Proficient in MS Office products including Excel and Outlook
• Ability to work across different contact channels at the same time, such as email, telephone and live chat
• Strong organisational and interpersonal skills
• Ability to maintain a high level of professionalism while working with both internal and external customers
• Must be accountable and be able to work with minimal supervision to fully resolve customer queries
• Ability to take ownership and deliver a resolution
• Ability to work at pace
• Strive in a high-pressure environment
• Excellent written and verbal communication skills with a flair for customer service
• Flexible in working hours to cover a variety of shifts