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For Companies At a Glance
- Tasks: Support clients in real-time, resolving travel issues and ensuring their safety.
- Company: Join Audley Travel, a leader in crafting personalised travel experiences.
- Benefits: Remote work, competitive salary, generous holiday, and health benefits.
- Why this job: Turn your passion for travel into a rewarding career with real impact.
- Qualifications: Empathy, communication skills, and tech-savviness are key.
- Other info: Dynamic role with opportunities for growth and a supportive team culture.
The predicted salary is between 32000 - 35000 ÂŁ per year.
Join the Audley Travel team as a Duty Officer and help us create extraordinary travel experiences for our clients. If you’re passionate about travel, customer service, and turning challenges into positive outcomes, we would love to hear from you!
We believe the best trips are those that reflect our clients' unique way of seeing the world. For over 25 years, we’ve been crafting personalised journeys, allowing our clients to create a lifetime of unforgettable memories.
As a Duty Officer, you’ll be at the heart of our 24/7 Duty Management team—owning live client support and ensuring travellers feel safe, reassured, and supported wherever they are in the world. You’ll handle real‑time client calls, resolve on‑trip issues, and deliver calm, confident service in fast‑moving situations. From operational case management to incident escalation, you’ll play a vital role in keeping our clients’ journeys running smoothly.
This is a home‑based position with a 4 days on / 4 days off shift pattern. Shifts span early mornings, late finishes, and nights (12 hours each), giving you balance and predictability in your schedule.
What You’ll Do
- Support clients in real time, responding to Duty Office calls and resolving issues quickly and compassionately.
- Work closely with global suppliers and sales teams to ensure seamless solutions.
- Maintain accurate records of all Duty Office interactions and updates.
- Calculate and process costs for itinerary changes, including secure payment handling.
- Update reservation systems, ensuring all cases are fully resolved and documented.
- Escalate incidents or crises in line with company guidelines.
- Monitor global news, run client location reports, and flag emerging risks.
- Collaborate with the Duty Office Manager and fellow Duty Officers to maintain 24/7 coverage.
- Help refine Duty Office processes and best‑practice guidelines.
- Provide incident and crisis support for both foreseen events and unexpected situations.
It Would be Great If
- You’re passionate about travel and love helping people explore the world safely and confidently.
- You communicate with empathy, clarity, and professionalism—even in challenging situations.
- You’re energised by fast‑paced, dynamic work where no two days feel the same.
- You’re organised, detail‑driven, and thrive on staying one step ahead.
- You stay cool under pressure and adapt easily as situations evolve.
- You’re comfortable with tech, including Office 365 (Word, Excel, SharePoint, Outlook).
- Experience with a GDS system—especially Galileo—is a big plus.
What’s In It For You
- This role is fully remote from within the UK.
- Salary of ÂŁ32,000 to ÂŁ35,000, dependent on experience + shift allowance.
- Life insurance & 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.
- 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.
- 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.
- Enhanced family leave & pension scheme.
- Discounted Audley trips (for you and your friends & family) and exclusive access to staff travel discount websites.
- Long service awards & sabbatical leave.
The Interview Process
Our interview process involves 2 main stages: One of our recruiters will review your application personally, and if successful we will invite you to a call. This provides an opportunity for you to answer some questions to help us explore your application further. The last and final stage is an interview over Microsoft Teams video with the hiring team. Outcome and final feedback. We also encourage you to provide us feedback, if you wish, to help us improve our recruitment process.
We welcome you to speak to our recruitment team at any point during your hiring process, if you have any specific questions before this please contact us on careers@audleytravel.com.
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 and encourage you to let us know if there’s anything we can do to make your application process easier for you for any reason to help you shine!
Ready to turn your travel passion into a career? Apply now to start your journey at Audley Travel!
Duty Officer employer: Audley Travel
Contact Detail:
Audley Travel Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Duty Officer
✨Tip Number 1
Get to know the company inside out! Research Audley Travel's values, mission, and recent projects. This will help you tailor your responses during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! As a Duty Officer, you'll need to handle real-time client calls with empathy and clarity. Role-play with a friend or family member to get comfortable with responding to challenging situations.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you've turned challenges into positive outcomes. Be ready to share these stories during your interview to demonstrate your ability to stay calm under pressure.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email to express your appreciation for the opportunity. This not only shows your enthusiasm but also keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Duty Officer
Some tips for your application 🫡
Show Your Passion for Travel: When writing your application, let your love for travel shine through! Share personal experiences or stories that highlight why you’re passionate about helping others explore the world.
Tailor Your Application: Make sure to customise your application to reflect the specific skills and experiences mentioned in the job description. We want to see how you can bring value to our Duty Officer role!
Be Clear and Concise: Keep your writing clear and to the point. Use straightforward language and avoid jargon. We appreciate a well-structured application that’s easy to read and understand.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Audley Travel
✨Know Your Travel Stuff
Brush up on your travel knowledge! Familiarise yourself with popular destinations, current travel trends, and any recent news in the travel industry. This will not only show your passion for travel but also help you answer questions confidently.
✨Showcase Your Customer Service Skills
Prepare examples of how you've handled challenging customer service situations in the past. Think about times when you turned a negative experience into a positive one. This is crucial for a Duty Officer role where empathy and problem-solving are key.
✨Practice Calm Communication
Since the role involves real-time client support, practice communicating clearly and calmly under pressure. You might want to do mock interviews with friends or family, focusing on how you would handle stressful scenarios while maintaining professionalism.
✨Familiarise Yourself with Tech Tools
Get comfortable with Office 365 and any GDS systems like Galileo if you can. Being tech-savvy will help you stand out, especially since the role requires updating reservation systems and handling secure payments efficiently.
