Duty Officer

British Airways; Northgate; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading travel services company in Crawley is seeking a dedicated customer support professional to assist clients during their travels. This role involves handling urgent situations, rebooking travel arrangements, and providing reassurance in times of distress. Candidates must have a proven track record in customer service and the ability to work effectively under pressure. The position incorporates a hybrid working model and offers competitive benefits including flexible hours and travel perks.

Benefits

26 days holiday plus bank holidays

Unlimited standby and premium standby fares

Holiday and flight discounts

Flexible working hours

Annual bonus based on performance

Pension contributions

Private medical and dental cover

Cycle to work scheme

Electric/ULEV car scheme

Qualifications

• Proven ability to work under pressure and multi-task in demanding situations.
• Proven experience in a customer operational role.
• Proven experience of delivering excellent service.
• Ability to own the situation and have confidence in a crisis.
• Ability to work shifts that cover earlies, lates, and nights.

Responsibilities

• Support travellers facing illness and disruptions on their holidays.
• Handle practical details like changing flights and reissuing tickets.
• Monitor global events and update customers with clarity.
• Balance urgent requests with routine customer inquiries.

Skills

Calm under pressure

Excellent customer service

Multi-tasking

Quick thinking

Problem-solving

Job description

British Airways Holidays

Come and be part of our next adventure

Hybrid – Crawley (2 days p/w) | 4 days on 4 days off shifts

At British Airways Holidays, we don’t just sell holidays — we create memories. Whether it’s handpicked hotels, curated car hire, or unforgettable experiences, we help our customers make the most of their time away. And it all starts with our people.

This is your chance to be part of it.

A little about us

We’re a thriving business, passionate about travel and part of IAG Loyalty, the people behind the global loyalty currency, Avios. Each business has its own goals, strategy and team, but collectively we share a purpose to create the world’s most rewarding experiences for our customers through holidays, loyalty programmes and new products.

What you will be doing

Your work will be a mix of the big and the everyday:

• Reassuring customers in difficult moments — on the phone supporting travellers facing illness, hospitalisation, or major disruptions. You’ll work directly with customers, partners, and insurers to resolve urgent issues.
• Taking care of the essentials — from changing flights and reissuing tickets to amending hotel stays, car hire, and transfers, you’ll handle the practical details that get holidays back on track. This is not about upgrading or upselling to customers, but being their support for anything they need when they are on their holiday and in resort.
• Monitoring global events — whether it’s natural disasters, civil unrest, or extreme weather, you’ll step in quickly to rebook, reschedule, and update customers with clarity and care.
• Balancing the urgent with the routine — some days you’ll be a calm, authoritative voice in a crisis; other days you’ll focus on the steady flow of customer requests and adjustments that keep everything running smoothly.

When people remember their holiday, they’ll remember you — whether it was the quiet efficiency of sorting a new hotel, or the steady reassurance when things felt at their worst.

What you’ll bring

This is a role for someone who’s calm under pressure, decisive, and genuinely cares about people.

• Proven ability to work under pressure and multi-task in demanding situations. You will deal with tough situations and directly impact customers in the moment.
• Proven experience in a customer operational role
• Proven experience of delivering excellent service
• You need to have the ability to own the situation and have confidence in a crisis. Our customers need to feel safe and secure with you in their corner.
• Authenticity, genuine care and an ability to solve problems in the moment that immediately help our customers
• Ability to work shifts that cover earlies, lates and nights
• The role will require satisfactory Criminal Record Checks (CRC) and financial probity checks to start with us.

Why you’ll love it

• This job at times isn’t easy. You’ll be the person people depend on when they feel most vulnerable. Some days will be emotionally and mentally tough. Your join a team that support for each other is unrivaled
• But the satisfaction? Unmatched. You’ll go home knowing you’ve made someone’s worst day so much better. You’ll be the reason families can relax again, the reason plans get back on track, the reason people feel safe.
• If you want a role with real purpose — where your calm, care, and quick thinking change lives in the moment — this is the adventure for you

What we can offer you

• 26 days holiday a year, increasing by one day for every two complete years’ service, to a maximum of 30 days — plus bank holidays. With the option to buy or sell 5 more.
• Unlimited standby and premium standby fares for you and your nominees (on the BA network and partner airlines) from day one
• Holiday and flight discounts for you, friends, and family from day one
• Flexible working hours
• Annual bonus based on company and individual performance
• Pension contributions (6% company/3% employee)
• Private medical and dental cover with BUPA. Paid options to cover partner and children.
• Enhanced Primary and Co-Parent Leave
• Enjoy up to 20 days working in Europe a calendar year under our hybrid working policy.
• Cycle to work scheme
• Electric/ULEV car scheme
• Ability to purchase Avios from salary at a discounted rate
• Wellbeing and recognition programmes to support and celebrate you

Shifts are 4 days on 4 days off, 11 hour shifts, covering weekends and bank holidays, with a mixture of earlies, lates and nights. This includes a fixed annual shift allowance

Our offices are based in central Crawley and we offer hybrid working (within the UK only). Generally, this role works from our offices twice a week, with additional days as needed depending on meetings etc. Office days are co‑ordinated so that colleagues in the same team are in the office together to collaborate in person. We usually support new colleagues in the office full time for the training period and you adopt our hybrid working model once you are fully ready

What Makes Us Special

You do! Our people bring the energy, the warmth, and the ideas that make British Airways Holidays extraordinary. As we grow, you’ll have the chance to grow too — with real opportunities to develop your skills and your career.

Come join a team that’s passionate about travel, serious about quality, and full of people who love what they do.

Diversity, equality & inclusion are all important to us. We believe a diverse and inclusive workplace contributes to our sense of wellbeing and belonging, enabling us all to thrive professionally and personally. Equality and equity are important in ensuring that everyone is treated fairly. Our focus is on creating a positive and inclusive working environment for all.

• We aim to be inclusive – everyone feels valued and respected as an individual.
• We aim to ensure equality and equity-everyone treated fairly as individuals with recognition of unique differences.
• We aim to be diverse – with a mix of colleagues representing our community.

Closing date for applications is 18th January

Please note - we may close this vacancy early if we receive lots of applications or business priorities change