Duty Officer - 12 month FTC
Posted Today by Audley Travel
£35,000 Per year
Outside
Remote
United Kingdom
Summary: The Duty Officer role at Audley Travel involves providing essential 24/7 Duty Management support, including live call management and resolution of client issues during their trips. This home-based position requires working shifts that can start as early as 4am or finish at midnight, with a focus on delivering excellent customer service and maintaining detailed logs of interactions. The ideal candidate will have experience in client-facing roles, particularly in the travel sector, and possess strong communication and problem-solving skills.
Key Responsibilities:
- Answer all Duty Office calls during your designated shift, resolving client issues promptly.
- Communicate with suppliers and sales programmes to effectively resolve client issues.
- Maintain detailed logs of all Duty Office interactions with clients.
- Provide clients with accurate costs for itinerary changes and process payments.
- Update the reservation system with itinerary changes and ensure cases are resolved.
- Escalate issues that meet the ‘incident’ or ‘crisis’ criteria.
- Monitor news updates and run Client Location Reports as needed.
- Work closely with the Duty Office Manager and fellow Duty Officers for 24/7 coverage.
- Refine and improve guidelines and processes with the Duty Office Manager.
- Complete additional tasks assigned by the Duty Office Manager.
- Provide Incident or Crisis support as needed.
Key Skills:
- Previous experience in responding to client issues in a live environment, ideally in travel.
- Client-focused with a passion for delivering high-quality service.
- Excellent communication and interpersonal skills.
- Strong problem-solving skills and ability to work under pressure.
- Reliable and flexible team player.
- Highly organized, detail-oriented, and proficient in multi-tasking.
- Adaptable and able to think quickly in dynamic situations.
- Desirable experience with GDS systems, specifically Galileo.
- Good understanding of Office 365 applications.
- Flexibility to work various shifts, including weekends and nights.
Salary (Rate): £35,000.00 yearly
City: undetermined
Country: United Kingdom
Working Arrangements: remote
IR35 Status: outside IR35
Seniority Level: Mid-Level
Industry: Other
About us At Audley Travel, we turn careers into adventures. We're dedicated to creating unique travel experiences for our clients and fostering a dynamic, rewarding environment for our team. Join Audley and become part of a supportive community that prioritises your development. Our inclusive culture, along with competitive salaries and benefits, supports your well-being and growth. If your passion is travel and you’re looking for a career that excites and inspires, Audley Travel is the perfect place for you. Join us to create unforgettable journeys together.
The role In the role of Duty Officer, you will provide an essential part of our 24/7 Duty Management provision. This includes live call management, administration of operational cases and resolution of client on-trip issues as well as providing global internal crisis and incident support to the Sales Programmes. The position is home-based with the following shift pattern: 4 days on, 4 days off. Shift rotas can vary between a 4am start to a midnight finish (each shift is 12 hours in duration). Night shifts also part of the role.
Key responsibilities include:
- Answer all Duty Office calls that come in during your designated shift, helping to resolve client’s issue(s) in a timely manner and delivering excellent customer service.
- Communicate closely with our suppliers and sales programmes to resolve client issues effectively and efficiently.
- Maintain detailed logs of all Duty Office interactions with Audley clients in a timely and accurate manner.
- Provide clients with accurate costs for any itinerary changes, if required, during their trips and take client payment for any voluntary changes.
- Updating Audley’s reservation system with any itinerary changes, including costs if applicable, ensuring that cases are fully resolved.
- Escalate any issues that meet the ‘incident’ or ‘crisis’ criteria.
- Monitor news updates, run Client Location Reports as appropriate and escalate issues as required.
- Communicate closely with the Duty Office Manager and your fellow Duty Officers ensuring 24/7 coverage for the Duty Office.
- Work with the Duty Office Manager to refine and improve guidelines and processes on an on-going basis.
- Complete any additional DO tasks assigned to you by the Duty Office Manager.
- Provide Incident or Crisis support as needed for both foreseen or unforeseen incidents.
About you You will have previous experience of responding to client issues in a live environment i.e. phone calls or face to face, ideally within the travel sector. You’re confident communicating with clients in challenging circumstances and communicating with a wide cross-section of people with the business.
Experience required:
- Client-focussed with a passion for delivering high-quality service
- Excellent communication and interpersonal skills, with the ability to manage client expectations and challenging circumstances
- Strong problem-solving skills and ability to work effectively in pressurised situations
- A reliable and flexible team player
- Highly organised, detail-oriented and proficient in multi-tasking and prioritising workload with a methodical and systematic approach to work
- Adaptable and able to think quickly in dynamic, fast-moving situations
- GDS system, specifically Galileo, experience is desirable with the ability to view, check and issue fares
- Good understanding of Office 365 including MS Word, Excel, SharePoint and Outlook
- Flexibility to work a variety of shifts, including weekend, nights, and public holidays
What you’ll get in return Holiday - 25 days rising to 30 days with length of service A day off for your birthday A day off for volunteering to support a charity, local support group or community work of your choice Healthshield health cash plan - money back for costs associated with everyday healthcare (including optical, dental, medical, prescriptions, physio), and access to medical and wellbeing resources such as a GP service, employee assistance programme and counselling Enhanced family leave Life insurance Discounted Audley trips (for you and your friends & family) and exclusive access to staff travel discount websites Welhub – a wellbeing platform that gives you unlimited, discounted access to top gyms, studios, and wellbeing apps Benefits Platform – a reward scheme that gives you discounts and cashback with hundreds of retailers We believe it's our people that make the difference and who build Audley into the success it is today. We pride ourselves on enabling people to reach their full potential through promoting and celebrating a diverse and inclusive working environment.