Travel Support Duty Officer: Calm Under Pressure

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

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.