Duty Office Executive

Travel Counsellors Australia; Manchester; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Annual bonus

Hybrid working

Holiday entitlement 25/28

Maternity/Paternity pay

Pension scheme

Medical insurance

Free breakfast

Job summary

Travel Counsellors is seeking a Duty Office Executive to provide 24/7 operational support to Global Travel Counsellors. You will monitor worldwide events, advise on FCO updates and coordinate bookings with 12-hour shifts on a four day-on/four day-off pattern.

You will handle complex itinerary changes, communicate updates to counsellors and assist with in-resort issues, while liaising with suppliers to obtain best rates through the Phenix system.

Qualifications

• GCSE Maths and English (or international equivalent).
• Confident and professional manners.
• Team player and approachable.
• Numerical skills.
• Excellent verbal and written communication skill.
• GDS experience required (Galileo preferred).

Responsibilities

• Monitor global events and assess potential impacts on customer travel and business operations.
• Provide calm, solutions‑focused support during emergencies or travel disruptions.
• Manage complex itinerary amendments, including voluntary and involuntary flight changes, ticketing, and associated ground arrangements.
• Communicate operational updates and booking changes to Travel Counsellors and support them - and their customers - with any in‑resort issues.
• Liaise proactive with suppliers and contracts to obtain information, resolve issues, and secure rates or availability through the Phenix system.
• Produce and process quotes for amendments or cancellations across flights, packages, and individual ground components.

Skills

GCSE Maths

GCSE English

GDS experience

Communication skills

Team player

Numerical skills

Verbal and written communication

Education

GCSE Maths/English

Tools

Galileo

Job description

About Us

At Travel Counsellors, our customers, communities, and colleagues are at the heart of everything we do. For over 30 years, we've empowered 2,200+ independent travel agents worldwide, helping them build successful businesses while providing deeply personal, human connections with their customers. Supported by a talented team of over 400 people in our Support Offices, we create unique travel experiences that keep customers coming back. Named the Best Place to Work in Travel (2022) and ranked in the Sunday Times Best Places to Work (2023, 2024 & 2025), we’re expanding rapidly and looking for exceptional individuals to join our Head Office team.

About The Role

Our Duty Office team here at Travel Counsellors is responsible for providing operational 24/7 support, 365 days a year, to our Global Travel Counsellors by monitoring Worldwide events, FCO advice and alerts from other Trade Partners. Working 12 hours shifts on a four day-on, four day-off basis (with rotating shift patterns of 7am-7pm and 7pm-7am), as a Duty Office Executive, you will also be responsible for running reports to identify any bookings affected, communicating updates to our Travel Counsellors, and offering support to Travel Counsellors for any in-resort issues or emergencies.

Principal Accountabilities

• Monitor global events and assess potential impacts on customer travel and business operations.


• Provide calm, solutions‑focused support during emergencies or travel disruptions.


• Manage complex itinerary amendments, including voluntary and involuntary flight changes, ticketing, and associated ground arrangements.


• Communicate operational updates and booking changes to Travel Counsellors and support them - and their customers - with any in‑resort issues.


• Liaise proactive with suppliers and contracts to obtain information, resolve issues, and secure rates or availability through the Phenix system.


• Produce and process quotes for amendments or cancellations across flights, packages, and individual ground components.

Required Experience

• GCSE Maths and English (or international equivalent)


• Confident and professional manners.


• Team player and approachable


• Numerical skills


• Excellent verbal and written communication skill


• GDS experience required (Galileo preferred)

Our Benefits

• Competitive salary + annual bonus


• Flexible hybrid working


• Career development opportunities


• 25 days holiday (increasing to 28 after 5 years)


• Enhanced Maternity/Paternity pay


• 1 day paid charity day


• Company events and incentives


• 3x salary death in service benefit


• Pension scheme


• Private Medical Insurance or Healthcare Cash Plan


• Free breakfast and beverages

Inclusive Recruitment at Travel Counsellors

Travel Counsellors is an equal opportunity employer committed to diversity and inclusion. We welcome applicants from all backgrounds and do not discriminate based on race, gender, disability, or any protected characteristic. We provide accommodations for individuals with disabilities throughout the hiring process and will make every effort to accommodate reasonable adjustments where required. We believe diverse perspectives strengthen our team and encourage all to apply.

For more information about this role – and others – at Travel Counsellors, please do not hesitate to contact the Talent Acquisition team at [e-mail]