At a Glance
- Tasks: Manage client calls, resolve issues, and provide crisis support in a dynamic travel environment.
- Company: Join Audley Travel, where careers turn into adventures in a supportive community.
- Benefits: Enjoy 25-30 days holiday, health cash plan, and discounted travel for you and your friends.
- Other info: Flexible shifts with excellent career growth opportunities in the travel industry.
- Why this job: Make a real impact by helping clients during their travels and enhancing their experiences.
- Qualifications: Experience in customer service, strong communication skills, and ability to handle pressure.
The predicted salary is between 22950 - 28050 £ per year.
- Join to apply for the
- Duty Officer - 12 month FTC role at
- Audley Travel
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.
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, resolution of client on‑trip issues, and providing global internal crisis and incident support to the Sales Programmes.
- Shift pattern
- 4 days on, 4 days off. Shift rotas can vary between a 4 am start to a midnight finish (each shift is 12 hours in duration). Night shifts also form part of the role.
Key Responsibilities
- Answer all Duty Office calls that come in during your designated shift, helping to resolve client issues 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 (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 within the business.
Experience Required
- Client‑focused 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, Share Point and Outlook
- Flexibility to work a variety of shifts, including weekend, nights, and public holidays
- What You’ll Get
- 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
- Seniority Level
- Not Applicable
- Employment Type
- Contract
- Job Function
- Customer Service
- Industry
- Travel Arrangements
- #J-18808-Ljbffr
Duty Officer - 12 month FTC employer: Audley Travel
As a leading travel service provider in the UK, we pride ourselves on being an excellent employer that values diversity and employee wellbeing. Our hybrid working model offers flexibility, complemented by comprehensive health plans, generous holiday allowances, and opportunities for sabbatical leave, ensuring our team members can thrive both personally and professionally.
StudySmarter Expert Advice🤫
We think this is how you could land Duty Officer - 12 month FTC
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Audley Travel.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Audley Travel. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Duty Officer - 12 month FTC
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Audley Travel.
How to prepare for a job interview at Audley Travel
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Audley Travel's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Audley Travel offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
