Duty Officer - 12 month FTC

Join Audley Travel 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.

The role of Duty Officer involves providing 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: Home-based with a 4 days on / 4 days off schedule. 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 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.
• Update 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 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 ongoing basis.
• Complete any additional DO tasks assigned 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, ideally within the travel sector. You’re confident communicating with clients in challenging circumstances and 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, SharePoint, and Outlook.
• Flexibility to work a variety of shifts, including weekends, 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.