Agency Operations Consultant

London (Hybrid - 2 days onsite) Permanent | Start ASAP

We’re Making Travel Effortless. Travel is essential, whether it’s visiting family, starting a new adventure, or taking a career defining trip. Yet today, over 4 billion airline passengers rely on tech that hasn't changed in decades. At the company, we’re rebuilding the infrastructure underpinning the global travel industry. Operations at Duffel's Operations team keeps travel moving after the booking is made. The team is organised into three functions - Travel Ops, Agency Ops, and Product Ops - each owning a distinct part of the post-booking and back-office lifecycle.

Agency Ops sits at the financial and reconciliation heart of the business: the team manages ADM (Agent Debit Memo) investigation and dispute resolution with airlines, day-to-day supplier reconciliation across multiple payment rails and currencies, leakage management, fraud investigation, ARC errors, and United check refunds. It's a small, senior-led team - a Senior Agency Ops Consultant, an Agency Ops Consultant, and a BPO-staffed extension - that keeps the company's supplier accounts accurate and airline disputes resolved on time.

The Role

We're looking for an Agency Ops Consultant to join our Agency Ops team, reporting to the Senior Agency Ops Consultant. You'll own the day-to-day processing of ADM investigations, supplier reconciliations, and United check refunds across the company's supplier accounts - working across multiple currencies and systems to keep our financial records accurate and airline disputes moving to on-time resolution. This is a detail-oriented, process-driven role at the centre of how the company manages its supplier relationships and financial exposure.

What You’ll be doing:

• Receive, analyse, and process incoming ADMs (Agent Debit Memos) from airlines, tracking each through to on-time resolution.
• Perform day-to-day supplier reconciliations across VCC, ARC, BSP, and additional sources, including multi-currency (USD/EUR/GBP/AUD) transactions.
• Resolve ARC-specific errors and discrepancies.
• Process and reconcile refund requests that are irregular.
• Maintain accurate Chargeback/Fraud and reconciliation records and supporting documentation.
• Support with onboarding BPO agents and supporting with queries.

What we're looking for:

• Experience in reconciliation, accounts, or back-office airline operations.
• GDS Experience.
• Comfortable working across multiple currencies and supplier systems.
• Strong attention to detail and record-keeping.
• Confident coordinating directly with airlines and internal stakeholders to move disputes to resolution.
• Organised and process-driven, comfortable owning documentation and audit trails for reconciliation work.

Why You’ll Love Working at Duffel:

• We believe in true ownership. That’s why every permanent employee gets equity in the business.
• Travel Allowance: We literally pay you to get out of town and explore the world.
• Work From Anywhere: Flexibility is built in. Work remotely, or take advantage of our Sabbatical Policy.
• Electric Car Scheme: Roll up in a brand-new EV with eco-friendly tax savings.
• Work-Life Harmony: Flexible bank holidays, generous family leave, and a dedicated volunteering day.
• Growth Tools: Paid study days to level up your skills, plus a solid pension and cycle-to-work scheme.
• Health & Wellbeing: Private healthcare, eye test cover, and season ticket loans.

The Details:

• Location: Shoreditch, London (Hybrid: In-office Tuesdays & Thursdays).

Interview Process:

• Simple & transparent: Recruiter Screen, Hiring Manager Chat, Technical Case Study, Final Stage Interview.

We are an equal opportunities employer. We believe that the key to our success is employing a diverse team, that's why recruitment decisions are only based on your experience and skills. We value your ability to problem solve and build amazing things so we welcome applications for everyone - regardless of age, sex, disability, sexual orientation, race, religion or belief.