Agency Operations Consultant

United States Digital Space LLC; Greater London; Hybrid; GBP 50,000 - 75,000; Full time

Benefits offered by this job

Travel Allowance

Work From Anywhere

Electric Car Scheme

Work-Life Harmony

Growth Tools

Health & Wellbeing

Job summary

Duffel in London is seeking an Agency Ops Consultant to join the Agency Ops team, reporting to Senior Agency Ops Consultant. You'll handle ADM investigations, supplier reconciliations, and United check refunds across currencies to keep financial records accurate and disputes moving toward resolution.

This is a detail-oriented, process-driven role central to managing supplier relationships and financial exposure in a hybrid London setup.

Qualifications

• Experience in reconciliation or back-office airline operations.
• GDS experience is required.
• Comfortable handling multiple currencies (USD/EUR/GBP).
• Strong record-keeping and dispute resolution skills.

Responsibilities

• Receive and process ADM investigations from airlines and track to resolution.
• Perform day-to-day supplier reconciliations across multiple sources and currencies.
• Resolve ARC-specific errors and discrepancies.
• Process and reconcile irregular refund requests.
• Support onboarding of BPO agents and respond to queries.

Skills

GDS Experience

Multi-currency

Attention to detail

Stakeholder coordination

Audit trails

Job description

London (Hybrid - 2 days onsite)

Permanent | Start ASAP

We’re Making Travel Effortless. Join Us.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. Backed by top-tier investors (Benchmark, Blossom, Index Ventures, and Kima Ventures) and born out of Y Combinator (S18), we’re simplifying complex systems to build the future of travel.

Operations at DuffelDuffel'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.

What you'll be working on (optional)

• Reconciliation across VCC, ARC, BSP, Supplier Accounts, etc
• ADM (Agent Debit Memo) dispute cases from initial receipt through to airline resolution.
• Multi-currency transactions across USD, EUR, GBP, and AUD.
• ARC-specific error investigation and resolution.

Why You’ll Love Working at Duffel

We believe in true ownership. That’s why every permanent employee gets equity in the business.

Perks That Actually Matter

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: (change accordingly to role)

• 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.