Travel Operations Trainer

The candidate must be able to work UK business hours, with some flexibility on shift patterns.

We are making travel effortless. Join us.

Whether it's to visit the people closest to us, starting an exciting adventure, or a career-defining business trip, travel is an essential part of our lives. Yet we've all experienced the aches and pains of getting to our destination. Today, more than 4 billion airline passengers rely on technology that hasn't kept up with the expectations of the modern connected traveller.

That's why we've started to rebuild the infrastructure that underpins the travel industry. We're on a mission to unravel travel — simplifying systems and building the tools that will make the future of travel effortless.

We were part of Y Combinator S18's cohort and we are backed by Benchmark, Blossom, Index Ventures and Kima Ventures. A fantastic set of investors that has helped build some of the world's largest companies.

Something to consider when reading this job advert

We know people engage with job adverts differently. Some will view it as a checklist that needs to be at 100% before applying; others will see 60% as good enough. If you think you have what it takes but don't necessarily meet all the requirements on the job description, please still get in touch. We'd love to have a chat, learn more about you and see if it could be a great fit.

Travel Operations at Duffel

The Travel Ops team is there to handle all types of queries related to bookings - whether that's voluntary changes requested by the passenger or involuntary changes initiated from the airline's side. We work with our customers to make sure that their travellers receive great customer service.

• 3 years of experience as an airline or travel agency ticketing agent with strong servicing experience (exchanges/reissues, refunds, EMDs, name corrections, etc.).
• Proficiency in at least one GDS (Sabre, Amadeus, or Travelport); knowledge of NDC workflows is a plus.
• 2 years of experience designing and developing engaging training content to include presentations, job aids, and knowledge base content.
• Minimum 2 years of experience in facilitating in-person or virtual training.
• Minimum 2 years of experience designing and developing engaging training content to include presentations, job aids, and knowledge base content.Strong training facilitation skills to include both in-person and virtual learning requirements.
• Experience building and iterating on operational processes.
• Data literacy: ability to analyze QA/Training/Other Support Metrics to propose data-driven changes to processes and/or training material.
• Ability to work in a remote environment, including the ability to build strong relationships and connect with others easily; the ability to work with distributed teams across multiple time zones.
• Strong self-management skills: able to prioritize, communicate proactively, and meet deadlines independently.
• Excellent cross-cultural communication skills: clear, inclusive, and sensitive to tone and context.
• Flexibility and desire to work in a space that is continually evolving based on employee and business needs.
• Possess an adaptable, customer-first mindset and a willingness to support daily queue work as needed.
• Willingness and ability to travel both domestically and internationally.

• Facilitate training sessions for in person and virtual teams to include agent onboarding, upskilling, and refresher training.
• Translate policies, workflows, IT systems, and supplier updates into effective training content. 
• Communicate performance expectations to Travel Ops leadership and agents.
• Develop, deliver, and maintain training materials for all workflows and processes owned by the Travel Ops team.
• Assist in developing and maintaining training schedules with Travel Ops Managers and virtual teams.
• Support daily queue work as needed.
• Participate in the new agent hiring process.
• Other activities as assigned.

What you can expect from us

We're dedicated to your personal growth. Our environment is comfortable physically, but also in that our ears are always open to any ideas, concerns and questions. We believe that everyone should have pride in their work, taking full ownership of it and its impact. That's why everyone who joins Duffel owns a share of the company.

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.

Note to recruitment agencies

Duffel does not accept speculative CV's from external parties. Any unsolicited CV's sent to us will be treated as property of Duffel, and any attached terms and conditions associated with these CV's will be null and void.