Travel Operations Duty Officer

Join to apply for the Travel Operations Duty Officer role at Diverse Jobs Matter .

Location: Crawley / West Sussex (Hybrid – 2 days per week onsite)

Working Pattern: 4 days on / 4 days off, 11‑hour shifts (earlies, lates, nights, weekends & bank holidays)

Employment Type: Full‑time, Permanent

Sector: Travel Operations / Customer Care

Our client, a UK‑based travel and holiday services organisation, is seeking a Duty Officer to join their operational support team. This role is highly impactful, supporting customers during critical moments of their journey, including medical emergencies, large‑scale disruptions, and global incidents. You will act as a calm, authoritative point of contact, providing reassurance, practical solutions, and decisive action when customers need it most.

This role combines crisis response with operational problem‑solving in a fast‑paced, customer‑focused environment.

• Provide direct support to customers during high‑impact situations such as illness, hospitalization, major travel disruption, or emergency events.
• Liaise with customers, travel partners, and insurers to resolve urgent and sensitive situations effectively.
• Manage practical travel solutions, including flight changes, ticket reissues, hotel amendments, car hire, and transfers.
• Monitor global events such as extreme weather, civil unrest, or natural disasters and proactively respond to protect customer safety and experience.
• Balance crisis response with day‑to‑day operational requests to ensure continuity of service.
• Communicate clearly, calmly, and empathetically, ensuring customers feel supported, informed, and reassured at all times.
• Take ownership of situations, making confident decisions that prioritise customer wellbeing and service recovery.

• Proven experience in a customer‑facing operational role.
• Demonstrated ability to deliver high‑quality customer service in demanding environments.
• Ability to work effectively under pressure, multitask, and make decisions in real time.

• Confidence managing difficult or emotional situations with professionalism and empathy.
• Strong problem‑solving skills with the ability to act decisively in a crisis.
• Authentic communication style that builds trust and reassures customers.

• Willingness to work rotating shifts, including earlies, lates, nights, weekends, and bank holidays.
• High levels of emotional resilience and adaptability.

• Ability to meet criminal record and financial probity check requirements.
• 26 days annual leave, increasing with service (up to 30 days), plus bank holidays.
• Option to buy or sell additional annual leave.
• Annual performance‑related bonus.
• Pension scheme with employer contributions.
• Private medical and dental cover (with family options available).
• Flexible and hybrid working arrangements (UK‑based).
• Enhanced family leave policies.
• Wellbeing, recognition, and support programmes.
• Travel‑related benefits and discounts.
• A fixed annual shift allowance applies due to the shift pattern.

The closing date for applications is 18 January
, although the vacancy may close earlier depending on application volumes or business needs.

Our client is committed to equality, diversity, and inclusion and aims to create a working environment where everyone feels valued, respected, and supported. Applications are welcomed from candidates of all backgrounds, and reasonable adjustments are available throughout the recruitment process.