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- Tasks: As a Duty Officer, manage live calls and resolve client issues 24/7.
- Company: Join Audley Travel, where we turn careers into adventures and prioritise your development.
- Benefits: Enjoy hybrid working, 25-30 days holiday, health cash plan, and discounted travel.
- Why this job: This role offers exciting challenges in a supportive, inclusive culture focused on personal growth.
- Qualifications: Experience in client-facing roles, strong communication skills, and problem-solving abilities are essential.
- Other info: Flexible shifts include nights and weekends; perfect for those seeking dynamic work hours.
The predicted salary is between 30000 - 42000 £ per year.
Job Details: Duty Officer – 12 month contract
Full details of the job.
Vacancy
Vacancy Duty Officer – 12 month contract
Vacancy No
Vacancy No VN789
Advert
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. Find out more here
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 rotating on a 12-hour day shift (8am to 8pm) and 12-hour night shift (8pm to 8am).
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
- Hybrid working
- 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
- Gympass – 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.
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Duty Officer - 12 month contract employer: Audley Travel Ltd.
Contact Detail:
Audley Travel Ltd. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Duty Officer - 12 month contract
✨Tip Number 1
Familiarise yourself with the travel industry, especially crisis management and customer service. Understanding common client issues and how to resolve them will give you an edge during interviews.
✨Tip Number 2
Practice your communication skills by role-playing difficult client scenarios with friends or family. This will help you feel more confident when discussing your experience in handling challenging situations.
✨Tip Number 3
Research Audley Travel’s values and culture. Be prepared to discuss how your personal values align with theirs, as they prioritise a supportive and inclusive environment.
✨Tip Number 4
Network with current or former employees of Audley Travel on platforms like LinkedIn. They can provide insights into the company culture and may even refer you for the position.
We think you need these skills to ace Duty Officer - 12 month contract
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience, especially in client-facing roles or the travel sector. Emphasise your problem-solving skills and ability to work under pressure, as these are crucial for the Duty Officer position.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for travel and customer service. Mention specific examples of how you've successfully managed client issues in the past, demonstrating your communication skills and adaptability.
Highlight Relevant Skills: In your application, clearly outline your proficiency with GDS systems like Galileo and your familiarity with Office 365. These technical skills are important for the role and should be prominently featured.
Showcase Your Flexibility: Since the role requires working various shifts, mention your availability and willingness to adapt to different schedules. This shows that you are committed and ready to meet the demands of the job.
How to prepare for a job interview at Audley Travel Ltd.
✨Show Your Passion for Travel
Since Audley Travel is all about creating unique travel experiences, make sure to express your enthusiasm for travel during the interview. Share personal stories or experiences that highlight your love for exploring new places and cultures.
✨Demonstrate Problem-Solving Skills
As a Duty Officer, you'll need to handle client issues in real-time. Prepare examples of past situations where you successfully resolved problems under pressure. This will showcase your ability to think quickly and effectively in challenging circumstances.
✨Highlight Communication Abilities
Excellent communication is key in this role. Be ready to discuss how you've effectively communicated with clients and colleagues in previous positions. Use specific examples to illustrate your interpersonal skills and ability to manage expectations.
✨Familiarise Yourself with GDS Systems
While experience with Galileo is desirable, showing that you understand GDS systems in general can set you apart. If you have any relevant experience, be sure to mention it, and if not, consider doing a bit of research to demonstrate your willingness to learn.
