Business Support Apprentice

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.

Role Overview

Our TC Support function is the engine room of our business. We are investing in a multi skilled team of Operational Support Executives and are on the lookout for professionals with operational travel experience and a passion for customer service. Over time you would spend time in different areas of TC Support enabling us to flex according to business needs and provide the best possible support to our Travel Counsellors.

As we undergo a companywide Digital Transformation programme, the role of our TC 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.

Principal Accountabilities

Comfortable with change and flexible in your approach, you will have the ability to respond easily to the varying needs of our customers. The Business Admin Level 3 Apprenticeship in TC Support will rotate between different areas to allow you to gain a broad spectrum of experience and duties include but are not limited to:

• Acting as a brand ambassador to provide professional and world class customer service to new and existing Travel Counsellors
• Supporting Travel Counsellors to secure new bookings, including manual pricing
• 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

Business Admin Level 3 Qualification Overview

This programme is designed for individuals who work within business and office support functions. Colleagues will learn the latest business tools, techniques and approaches which will enable them to increase their confidence and personal effectiveness. This apprenticeship combines knowledge learnt with practical application, which supports a deeper understanding of the subject areas.

Learning modules include:

• Personal Effectiveness & Time Management
• Problem Solving and Decision Making
• Project Management and Business Improvement Tools
• Communication Skills & Techniques
• Team Working & Relationship Building
• Acting Sustainably & Embracing Change
• Market Forces & Business Competition
• ESG (Environmental, Social, Governance)
• Ethical Sourcing & Supply Chains
• Positive Mindset & Wellbeing
• Business Regulations a& Compliance
• Data Protections & GDPR
• Equality & Diversity
• Basic Finance | Cost Control & Budgets

Required Experience

• 9-4 GCSE Grades in English & Maths
• Ability to maintain a high level of professionalism while working with both internal and external customers
• Strong organisational and interpersonal skills
• Ability to take ownership and deliver a resolution

Our benefits

Working here at Travel Counsellors, we value the hard work and effort that our colleagues put in. Because of this, you can expect a wide range of employee benefits including:

• A competitive basic salary + annual company bonus
• Flexible hybrid working model
• Career development and promotional opportunities
• 25 days holidays (increasing to 28 after 5 years of service)
• A Moments That Matter day (annually)
• Enhanced Maternity / Paternity pay
• Holiday buy and sell (up to 5 days per year)
• 3 paid days charity leave
• Company events, socials, and incentives
• 3x annual salary death in service benefit
• Company Pension scheme
• Costco Membership
• Salary sacrifice, company car scheme
• Cycle to Work Scheme
• Employee Assistance Programme
• Free breakfast, fruit, and hot/cold beverages
• Referral scheme
• Employee discount
• Private Medical Insurance (taxable benefit) or Healthcare Cash Plan (costs incurred by employees)