Duty Officer

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!

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.

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

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…