Duty Officer

Audley Travel; Remote; GBP 25,000 - 35,000; Full time

Job summary

A leading travel service provider in Manchester is looking for a Duty Officer to manage live client calls and support during crises. This home-based role involves addressing client issues, maintaining logs, and collaborating with the team to ensure seamless operations. Candidates should have experience in the travel sector, strong communication skills, and a client-focused mindset. Competitive salary and benefits are offered, alongside diverse opportunities for career growth.

Benefits

Competitive salary

Diverse and inclusive culture

Career growth opportunities

Qualifications

• Experience responding to client issues in a live environment, preferably in travel.
• Confidence in communicating with clients under pressure.
• Ability to work effectively in high-pressure situations.

Responsibilities

• Answer all Duty Office calls and resolve client issues promptly.
• Maintain detailed logs of all interactions with clients.
• Update the reservation system with itinerary changes.

Skills

Client-focused service

Excellent communication skills

Problem-solving skills

Ability to manage expectations

Job description

About Audley Travel

Audley Travel transforms careers into adventures by creating unique travel experiences for clients and fostering a rewarding environment for its team. With a diverse culture, competitive salaries and benefits, Audley supports well‑being and growth for all employees.

Role Overview

The Duty Officer is an essential component of Audley’s 24/7 Duty Management team. This home‑based position provides live call management, operational case administration and resolution of client on‑trip issues, as well as global internal crisis and incident support to the Sales Programmes.

Shift pattern: 4 days on, 4 days off. Rotating shifts range from a 4am start to a midnight finish, each lasting 12 hours. Night shifts are part of the role.

Key Responsibilities

• Answer all Duty Office calls during your designated shift, resolving client issues promptly and delivering excellent customer service.
• Communicate closely with suppliers and sales programmes to resolve client issues efficiently.
• Maintain detailed logs of all Duty Office interactions with Audley clients in a timely and accurate manner.
• Provide clients with accurate costs for any itinerary changes during their trips and process voluntary change payments.
• Update Audley’s reservation system with any itinerary changes, including costs, ensuring cases are fully resolved.
• Escalate any incidents that meet the ‘incident’ or ‘crisis’ criteria.
• Monitor news updates, run Client Location Reports as appropriate, and escalated issues as required.
• Work closely with the Duty Office Manager and fellow Duty Officers to ensure 24/7 coverage.
• Collaborate with the Duty Office Manager to refine and improve guidelines and processes on an ongoing basis.
• Complete additional Duty Office tasks assigned by the Duty Office Manager.
• Provide incident or crisis support for both foreseen and unforeseen incidents.

Qualifications

• Previous experience responding to client issues in a live environment (phone or face‑to‑face), preferably within the travel sector.
• Confidence in communicating with clients in challenging circumstances and with a wide cross‑section of stakeholders.
• Client‑focused with a passion for delivering high‑quality service.
• Excellent communication and interpersonal skills, with the ability to manage client expectations and challenging circumstances.
• Strong problem‑solving skills and ability to work effectively in a pressurised environment.