Duty Officer

Audley Travel; United Kingdom; Remote; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Holiday - 25 days rising to 30 days

Birthday day off

Volunteer day off

Healthshield health plan

Enhanced family leave & pension

Life insurance

Staff travel discounts

Wellbeing platform access

Rewards platform

Job summary

Audley Travel is seeking a Duty Officer to join our 24/7 Duty Management team. This fully home-based role involves live call handling, incident support, and coordinating with suppliers to resolve client issues during a 12-hour shift pattern.

Shifts include early mornings and nights, with night shifts required. You should have travel sector experience, strong communication, and robust problem-solving abilities to thrive in a fast-paced, client-focused environment.

Qualifications

• Experience responding to client issues in live environments (phone or in-person), preferably within travel.
• Excellent communication and interpersonal skills to manage client expectations.
• Strong problem-solving abilities and ability to work under pressure.
• Reliable, flexible team player with strong organizational skills.
• GDS Galileo experience desirable; proficiency in Office 365.

Responsibilities

• Answer all Duty Office calls during your shift, resolving client issues promptly while delivering excellent service.
• Coordinate with suppliers and sales programmes to resolve issues efficiently.
• Maintain detailed, timely logs of Duty Office interactions with clients.
• Provide costs for itinerary changes and process payments for voluntary changes.
• Update reservation system with itinerary changes and costs, ensuring cases are resolved.
• Escalate issues that meet incident or crisis criteria.
• Monitor news updates and run Client Location Reports, escalating as needed.
• Maintain 24/7 coverage by communicating with Duty Office Manager and colleagues.
• Collaborate with Duty Office Manager to refine guidelines and processes continuously.
• Provide incident or crisis support for foreseen or unforeseen events.

Skills

Client-focused

Excellent communication

Interpersonal skills

Problem-solving

Team player

Highly organised

Multi-tasking

Adaptable

GDS Galileo

MS Office 365

Tools

Galileo (GDS)

Office 365

Job description

Your Journey Starts with Us

For over 30 years, we’ve been crafting tailor-made travel experiences that reflect each client’s unique perspective of the world, helping them create truly unforgettable memories. Behind every exceptional trip is a team of passionate experts, and this is your opportunity to be part of it. When you join Audley Travel, you become part of a supportive, collaborative community that’s invested in your success. We empower our people to thrive through meaningful development opportunities, a culture that celebrates individuality, and an environment where your ideas are heard, valued, and make a real impact. See more about life at Audley Travel!

The Opportunity

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.

• 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.
• Updating 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 escalated issues as required.
• Communicate closely with the Duty Office Manager and your fellow Duty Officers ensuring 24/7 coverage for the Duty Office.
• Work with the Duty Office Manager to refine and improve guidelines and processes on an on-going basis.
• Provide Incident or Crisis support as needed for both foreseen or unforeseen incidents.

That’s why this position is fully home-based and operates on a 4 days on, 4 days off shift pattern. Shifts are 12 hours long and can vary, with start times as early as 4am and finish times up to midnight. Please note that night shifts are also a requirement of the role.

What You’ll Bring to the Team

You’ll bring previous experience of responding to client issues in a live environment i.e. phone calls or face to face, ideally within the travel sector. You’re confident communicating with clients in challenging circumstances and communicating with a wide cross-section of people with the business.

• Client-focussed 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 pressurised situations
• A reliable and flexible team player
• Highly organised, detail-oriented and proficient in multi-tasking and prioritising workload with a methodical and systematic approach to work
• Adaptable and able to think quickly in dynamic, fast-moving situations
• GDS system, specifically Galileo, experience is desirable with the ability to view, check and issue fares
• Good understanding of Office 365 including MS Word, Excel, SharePoint and Outlook
• Flexibility to work a variety of shifts, including weekend, nights, and public holidays

Why Audley Travel

Alongside competitive salaries and benefits that support your well-being, you’ll find a role that inspires you, challenges you, and connects you to something bigger. If you’re passionate about travel and seeking a career that excites, rewards, and grows with you, Audley Travel is where your journey begins.

• Holiday - 25 days rising to 30 days with length of service
• A day off for your birthday
• A day off for volunteering to support a charity, local support group or community work of your choice
• Access to Healthshield health cash plan - money back for costs associated with everyday healthcare (including optical, dental, medical, prescriptions, physio), and access to medical and wellbeing resources such as a GP service, employee assistance programme and counselling
• Enhanced family leave & pension scheme
• Life insurance
• Discounted Audley trips (for you and your friends & family) and exclusive access to staff travel discount websites
• Wellhub – a wellbeing platform that gives you unlimited, discounted access to top gyms, studios, and wellbeing apps
• Benefits Platform – a reward scheme that gives you discounts and cashback with hundreds of retailers

We believeit’sour people that make the difference and who build Audley into the success it is today. We pride ourselves on enabling people to reach their full potential through promoting and celebrating a diverse and inclusive working environment and encourage you to let us know if there's anything we can do to make your application process easier for you for any reason to help you shine!

Country

Country United Kingdom

Location

Location Homeworking