Duty Office Executive

Travel Trade Recruitment; Birmingham; Hybrid; GBP 32,000 - 40,000; Full time

Benefits offered by this job

25 days holiday + bank holidays

Pension

Health care

Travel discount

Bonus

Job summary

Travel Trade Recruitment seeks an experienced Duty Officer for a leading travel company in the UK. You will handle out-of-hours enquiries and operational queries, ensuring smooth resort and departure support.

Role requires GDS knowledge (Galileo preferred), understanding fare rules, and the ability to issue/amend flight tickets. You will work a 24/7 rota, with some overnight shifts from home and office-based hours at other times.

Qualifications

• Experience in a travel company helpdesk or customer service role.
• GDS experience (Galileo preferable).
• Understanding fare rules and ability to issue/amend flight tickets.
• Familiar with handling duty officer/resort issues and emergencies.

Responsibilities

• Be the first point of contact for out-of-hours enquiries and operations queries.
• Deal with pre and post departure issues.
• Use Galileo to amend/cancel bookings.
• Liaise with suppliers to resolve issues.
• Act as main contact for emergencies.
• Run reports to identify affected bookings and communicate updates.

Skills

Customer service

Problem solving

Communication

Flexibility

Tools

GDS Galileo

Job description

Are you experienced in working on a Travel Company Helpdesk or Customer Service Team? Do you work in Business Travel? Are you GDS trained, with great people skills and a flair for problem solving? We require a Duty Officer to cover out of hours for a leading, award-winning Travel Company. This is an exciting time to join this travel agency and tour operator as they continue their success story with further expansion due to recent commercial success. Solving customer queries outside of normal office hours, you will be rewarded with a highly competitive starting salary, bonus, 25 days holiday plus bank holidays, health care, pension and more!

JOB DESCRIPTION:

• Working on a team as the first point of contact for all out of hours enquiries and operations queries.
• Dealing with pre and post departure issues and questions
• Using GDS Galileo to amend and cancel bookings
• Liaise with external suppliers to resolve any issues
• Main point of contact for emergency situations
• Provide support and ensure outstanding customer
• Prioritise a varied workload and schedule
• Will then be proactive in running reports to identify any bookings affected and communicating updates to our staff.
• Offering support to our team for any in-resort issues or emergency situations.
• Be flexible to work over a 24/7 rota, which will include working from home for overnight shifts and office based at other times.

EXPERIENCE REQURIED:

• Experience of and able to work unusual hours/out of hours support (24/7 on a rotating shift pattern)
• Previous experience of working on a GDS (Galileo preferable) - to obtain best possible flight options/fares.
• Understanding fare rules to allow the processing of voluntary changes to scheduled flights including IT, consolidated and published tickets
• Previous knowledge and experience of issuing and amending flight tickets.
• Dealing with duty office/in resort issuing
• Understands fare rules and different fare types
• Familiar with hotel room rates, availability and contracts
• GDS experience (Galileo preferable) - to obtain best possible flight options/fares.

PACKAGE:

The successful candidate will receive a fantastic starting salary of up to £40k DOE, along with an exceptional benefits package including:

• 25 days holiday + bank holidays, pension, health care, travel discount and bonus.