Duty Office Executive

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

Benefits offered by this job

Health care

Travel discount

Pension

Bonus

Job summary

Travel Trade Recruitment Limited is seeking a Duty Officer to join a leading travel company and handle out‑of‑hours inquiries. You will be the first contact for operations issues, working on itineraries, and liaising with suppliers while using Galileo for amendments and cancellations.

You’ll contribute to solving customer queries outside standard hours, supporting the 24/7 rota, and enjoying a comprehensive benefits package including holidays and health care.

Qualifications

• Experience working on a travel helpdesk or customer service team.
• GDS experience (Galileo preferred) and knowledge of fare rules.
• Able to handle unusual hours and out-of-hours support on a rotating shift.

Responsibilities

• Handle out-of-hours enquiries and operations queries as first point of contact.
• Address pre- and post-departure issues.
• Use Galileo to amend/cancel bookings and liaise with suppliers.
• Act as main contact for emergency situations and reporting.

Skills

GDS Galileo

Customer service

Problem solving

Out-of-hours support

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.