At a Glance
- Tasks: Provide 24/7 operational support to global travel agents and manage travel disruptions.
- Company: Join a top-rated travel company with a supportive and inclusive culture.
- Benefits: Competitive salary, flexible working, career growth, and generous holiday allowance.
- Other info: Be part of a diverse team that values every perspective and offers great career opportunities.
- Why this job: Make a real difference in travel experiences while working in a dynamic environment.
- Qualifications: GCSE Maths and English, GDS experience, and excellent communication skills.
The predicted salary is between 40500 - 49500 £ per year.
About Us
At Travel Counsellors, our customers, communities, and colleagues are at the heart of everything we do.
For over 30 years, we've empowered 2,200+ independent travel agents worldwide, helping them build successful businesses while providing deeply personal, human connections with their customers.
Supported by a talented team of over 400 people in our Support Offices, we create unique travel experiences that keep customers coming back.
Named the Best Place to Work in Travel (2022) and ranked in the Sunday Times Best Places to Work (2023, 2024 & 2025), we’re expanding rapidly and looking for exceptional individuals to join our Head Office team.
About The Role
Our Duty Office team here at Travel Counsellors is responsible for providing operational 24/7 support, 365 days a year, to our Global Travel Counsellors by monitoring Worldwide events, FCO advice and alerts from other Trade Partners.
Working 12 hours shifts on a four day-on, four day-off basis (with rotating shift patterns of 7am-7pm and 7pm-7am), as a Duty Office Executive, you will also be responsible for running reports to identify any bookings affected, communicating updates to our Travel Counsellors, and offering support to Travel Counsellors for any in-resort issues or emergencies.
- Principal Accountabilities
- Monitor global events and assess potential impacts on customer travel and business operations.
- Provide calm, solutions‑focused support during emergencies or travel disruptions.
- Manage complex itinerary amendments, including voluntary and involuntary flight changes, ticketing, and associated ground arrangements.
- Communicate operational updates and booking changes to Travel Counsellors and support them - and their customers - with any in‑resort issues.
- Liaise proactive with suppliers and contracts to obtain information, resolve issues, and secure rates or availability through the Phenix system.
- Produce and process quotes for amendments or cancellations across flights, packages, and individual ground components.
- Required Experience
- GCSE Maths and English (or international equivalent)
- Confident and professional manners.
- Team player and approachable
- Numerical skills
- Excellent verbal and written communication skill
- GDS experience required (Galileo preferred)
- Our Benefits
- Competitive salary + annual bonus
- Flexible hybrid working
- Career development opportunities
- 25 days holiday (increasing to 28 after 5 years)
- Enhanced Maternity/Paternity pay
- 1 day paid charity day
- Company events and incentives
- 3x salary death in service benefit
- Pension scheme
- Private Medical Insurance or Healthcare Cash Plan
- Free breakfast and beverages
- Inclusive Recruitment at Travel Counsellors
Travel Counsellors is an equal opportunity employer committed to diversity and inclusion.
We welcome applicants from all backgrounds and do not discriminate based on race, gender, disability, or any protected characteristic.
We provide accommodations for individuals with disabilities throughout the hiring process and will make every effort to accommodate reasonable adjustments where required.
We believe diverse perspectives strengthen our team and encourage all to apply.
For more information about this role – and others – at Travel Counsellors, please do not hesitate to contact the Talent Acquisition team at talentacquisition@travelcounsellors. com
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Duty Office Executive in Manchester employer: Travel Counsellors Australia
Travel Counsellors Australia is an exceptional employer that values creativity and innovation within its dynamic Marketing team. Located in Manchester, the company offers a flexible hybrid working environment, a comprehensive benefits package including 25 days of holiday and private medical insurance, and ample opportunities for career development, making it an ideal place for talented Graphic Designers to thrive and grow.
Contact Details:
Travel Counsellors Australia Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Duty Office Executive in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Travel Counsellors Australia. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Travel Counsellors Australia before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Duty Office Executive in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Travel Counsellors Australia:Your cover letter is your chance to shine! Tell us why you want to work at Travel Counsellors Australia specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Travel Counsellors Australia!
How to prepare for a job interview at Travel Counsellors Australia
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
