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- 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 exclusive travel discounts.
- Why this job: Make a real impact by delivering exceptional service and supporting clients on their journeys.
- Qualifications: Experience in customer service, strong communication skills, and problem-solving abilities required.
- Other info: Flexible shifts with excellent career growth opportunities in the travel industry.
The predicted salary is between 30000 - 42000 £ per year.
At Audley Travel, we turn careers into adventures. We are 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.
- 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 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 ongoing 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 are 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, SharePoint 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
Duty Officer - 12 month FTC in London employer: Audley Travel
Contact Detail:
Audley Travel Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Duty Officer - 12 month FTC in London
✨Tip Number 1
Get to know the company culture! Before your interview, dive into Audley Travel's values and mission. This will help you tailor your responses and show that you're genuinely interested in being part of their supportive community.
✨Tip Number 2
Practice your communication skills! Since the Duty Officer role involves handling client issues over the phone, try role-playing with a friend. This will help you feel more confident and prepared for those challenging conversations.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you successfully resolved client issues. Be ready to share these stories during your interview to demonstrate your ability to think on your feet.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows that you’re proactive and really want to be part of the Audley team.
We think you need these skills to ace Duty Officer - 12 month FTC in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Duty Officer role. Highlight any relevant experience in customer service, especially in live environments like travel. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how you can contribute to our team. Keep it engaging and personal – we love to see your personality come through.
Showcase Problem-Solving Skills: In your application, give examples of how you've handled challenging situations in the past. We’re looking for those strong problem-solving skills that will help you thrive as a Duty Officer, so don’t hold back!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role right there!
How to prepare for a job interview at Audley Travel
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Duty Officer role and its responsibilities. Familiarise yourself with the key tasks like live call management and client issue resolution. This will help you demonstrate your knowledge and show that you're genuinely interested in the position.
✨Showcase Your Customer Service Skills
Since this role is all about delivering excellent customer service, prepare examples from your past experiences where you've successfully handled client issues. Highlight your problem-solving skills and how you managed challenging situations to reassure the interviewers that you can handle the pressure.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess your ability to think on your feet. Practice responding to hypothetical situations related to client crises or operational challenges. This will showcase your adaptability and quick thinking, which are crucial for a Duty Officer.
✨Demonstrate Team Spirit
As a Duty Officer, you'll be part of a team that works closely together. Be prepared to discuss how you collaborate with others and contribute to a supportive work environment. Share examples of how you've worked effectively in a team setting, especially in high-pressure situations.
