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Duty Office Executive

2 months ago

StratforduponAvon, Warwickshire, United Kingdom Travel Counsellors Full time
About the Role

We are seeking a highly skilled Duty Office Executive to provide operational support to our Global Travel Counsellors. As a key member of our team, you will be responsible for monitoring worldwide events, assessing their impact on our customers and business, and providing creative solutions to resolve issues.

Key Responsibilities
  • Continuously monitor global events and assess their impact on our customers and business
  • Provide calm and effective support during emergency and crisis situations
  • Offer innovative solutions to resolve customer issues
  • Amend complex itineraries with multiple flights, hotels, and other components
  • Communicate operational changes to bookings to our Travel Counsellors
  • Proactively chase information from suppliers and build effective relationships
  • Understand fare rules to process voluntary changes to scheduled flights
  • Manage involuntary flight schedule changes and assist with amending or cancelling affected ground components
  • Issue new flight tickets outside of normal office hours
  • Obtain rates and check availability via our in-house booking system
  • Provide quotes for amendments and cancellations to in-house package bookings and ground components
Our Benefits

We offer a competitive basic salary, annual company bonus, and a range of employee benefits, including:

  • Flexible hybrid working model
  • Career development and promotional opportunities
  • 25 days holiday (increasing to 28 after 5 years of service)
  • Moments That Matter Day (annually)
  • Enhanced maternity/paternity pay
  • Holiday buy and sell (up to 5 days per year)
  • 3 paid days charity leave
  • Company events, socials, and incentives
  • Death in service benefit
  • Company pension scheme
  • Costco membership
  • Salary sacrifice, company car scheme
  • Cycle to Work Scheme
  • Employee Assistance Programme
  • Free breakfast, fruit, and hot/cold beverages
  • Referral scheme
  • Employee discount
Essential Skills
  • Proven background in a similar travel-based role
  • Experience in and able to work unusual hours/out-of-hours support
  • Understanding fare rules to process voluntary changes to scheduled flights
  • Previous knowledge and experience of issuing and amending flight tickets
  • Dealing with duty office/in-resort issuing
Desirable Skills
  • Experience with ticket re-issues and fare building
  • Ability to speak foreign languages