Duty Officer

Audley Travel; Remote; GBP 80,000 - 100,000; Full time

Job summary

A leading travel company is seeking a Duty Officer to support their 24/7 Duty Management service. This remote position requires managing live calls and resolving client issues during shifts that can start as early as 4 am. The ideal candidate will have experience in client service, excellent communication skills, and the ability to work well under pressure. This role is integral to ensuring a seamless travel experience for clients, offering an exciting opportunity in a supportive team environment.

Benefits

Competitive salary

Dynamic team environment

Career development opportunities

Qualifications

• Experience responding to client issues in a live environment, ideally in travel.
• Confidence in communicating with clients during challenging circumstances.
• Ability to manage client expectations effectively.

Responsibilities

• Answer calls and resolve client issues effectively.
• Communicate with suppliers and sales programs.
• Maintain detailed logs of Duty Office interactions.
• Provide clients with costs for itinerary changes.
• Update reservation systems with itinerary changes.
• Escalate incidents meeting crisis criteria.
• Monitor news updates and escalate issues.
• Work closely for 24/7 coverage in the Duty Office.
• Refine and improve processes with Duty Office Manager.

Skills

Previous experience in client issue resolution

Excellent communication skills

Strong problem-solving skills

Ability to work under pressure

Job description

About us

At Audley Travel, we turn careers into adventures. We’re dedicated to creating unique travel experiences for our clients and fostering a dynamic, rewarding environment for our team. Join Audley and become part of a supportive community that prioritises your development. Our inclusive culture, along with competitive salaries and benefits, supports your well‑being and growth. If your passion is travel and you’re looking for a career that excites and inspires, Audley Travel is the perfect place for you. Join us to create unforgettable journeys together.

The role

As a Duty Officer you will provide an essential part of our 24/7 Duty Management provision. This includes live call management, administration of operational cases and resolution of client on‑trip issues as well as providing global internal crisis and incident support to the Sales Programmes. The position is home‑based with a 4 days on / 4 days off shift pattern. Shift rosters can vary between a 4 am start to a midnight finish (each shift is 12 hours in duration). Night shifts are also part of the role.

Key responsibilities

• Answer all Duty Office calls that come in during your designated shift, helping to resolve client's issue(s) in a timely manner and delivering excellent customer service.
• Communicate closely with our suppliers and sales programmes to resolve client issues effectively and 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, if required, during their trips and take client payment for any voluntary changes.
• Update Audley’s reservation system with any itinerary changes, including costs if applicable, ensuring that cases are fully resolved.
• Escalate any issues that meet the ‘incident’ or ‘crisis’ criteria.
• Monitor news updates, run Client Location Reports as appropriate and escalating issues as required.
• Work closely with the Duty Office Manager and your fellow Duty Officers to ensure 24/7 coverage for the Duty Office.
• Work with the Duty Office Manager to refine and improve guidelines and processes on an ongoing basis.
• Complete any additional DO tasks assigned to you by the Duty Office Manager.
• Provide incident or crisis support as needed for both foreseen or unforeseen incidents.

About you

We’re looking for someone who:

• Has previous experience responding to client issues in a live environment (phone calls or face‑to‑face), ideally within the travel sector.
• Is confident communicating with clients in challenging circumstances and with a wide cross‑section of people in the business.
• Has excellent communication and interpersonal skills, with the ability to manage client expectations and challenging circumstances.
• Possesses strong problem‑solving skills and the ability to work effectively under pressure.