About Us
Here at Travel Counsellors, our customers, communities and colleagues lie at the heart of everything that we do - and that’s what makes us special. For us, relationships come before transactions, and we are there for our customers, connecting with them on a deeply human level through the moments that matter.
We’ve been changing lives for over 28 years as the leading travel marketplace for self-employed travel entrepreneurs, empowering over 1,900 global independent travel agents to run successful leisure and corporate travel businesses. We pride ourselves in remaining a company that truly cares and one that has never wavered from its purpose; to redefine what personal means for a travel business.
Our Travel Counsellors are supported by a team of over 250 super talented people in our Support Offices to help them create unique, inspiring, and exciting experiences for their customers, building lasting personal relationships that brings them back to us, time and time again.
Our unique approach within the workplace – as well as towards customers – has seen us receive numerous awards and accolades, including being named as The Best Place to Work in Travel at the 2022 TTG Travel Industry Awards, as well as being the first travel company to be awarded the Queen’s Award for Enterprise in the Innovation category!
We are currently expanding at a phenomenal rate – on the back of what is our record year in terms of revenue (over £800m) and so are looking for like-minded individuals to join our dedicated Head Office team, to help the company continue to flourish.
Main duties and responsibilities:
1. A multi skilled executive with experience of IATA airline reservations & ticketing working as part of a successful service-based team responsible for providing support to our home-based Travel Counsellors. Offering excellent knowledge of all air fares with a good geographical awareness to assist with making reservations, recalculating amendments, processing refunds, and the ability to issue and reissue tickets.
2. Making complex reservations on scheduled airlines for our Travel Counsellors
3. Putting together complex itineraries using manual contracts where required
4. Giving advice on different air fare types & fare rules
5. Awareness of Phenix flights functionality
6. Advising on best routings/airlines
7. Understanding the minimum ground arrangements required for our negotiated ITX fares
8. Giving the applicable codes to ensure extended ticketing time limits achieved
9. Receiving airline communication & distributing where necessary
10. Booking BA groups using BA dropthrough
11. Providing assistance with Galileo entries & supporting our GDS users to use the resource more effectively
12. Advising Travel Counsellors of airline schedule changes & sourcing alternatives
13. Ensuring published and consolidated tickets are issued accurately and efficiently
14. Amending and recalculating voluntary changes according to fare rules
15. Reissuing tickets in the case of voluntary & involuntary changes
16. Building and issuing tickets on group bookings
17. Queue management – understanding ticketing time limits & reading vendor remarks
18. Processing of airline refunds via GDS & BSPlink – awareness of the accuracy required
19. Reviewing & investigation of ADMs received – understanding airline rules & policies to be able to dispute in a timely manner
20. Updating files appropriately
Skills and Experience required:
21. Experience of making and amending airline reservations
22. Awareness of BSPlink
23. Admin Studio experience
24. Strong GDS knowledge (Galileo Essential)
25. Ability to understand an airline ticket & be able to recalculate for both reissue & refund
26. Ticketing experience
27. Ability to multitask is essential as it will be a rotating role
28. Good customer service and communication skills
29. Patience and willingness to help others
30. Able to work as part of a team but also comfortable working alone
31. Good problem solver and ability to work under pressure
32. Flexibility towards working hours
To be successful in this role you will be:
33. You will be a role model for our business values, using your personality and behaviours, to maintain integrity and a can-do attitude
34. You will have a willingness to go the extra mile and always strive to seek job satisfaction
35. You will have the ability to think digitally as we continue to evolve as a digital first business, and that means we need you to have the right knowledge, skills and appetite to effectively use digital systems to support delivery of an efficient, robust finance environment.
36. You always bring your authentic self to work
37. You pride yourself on building loyal and mutual trusting relationships with colleagues, TCs and supplier partners
38. You will respect and value diversity, creating an environment that is inclusive of all
39. You will be focused on your own personal development as well as the future of our business, contributing new and innovate ideas and ways of working
40. You actively seek out opportunities and find meaningfulness at work
41. You will not be afraid to use your voice to challenge or reinforce the status quo, guided by our values and behaviours
42. Highly motivated, ambitious, driven by success and comfortable working towards targets
In return you will receive the following benefits:
43. A competitive basic salary + annual company bonus
44. Flexible hybrid working model (2 days home, 3 days office)
45. Career development and promotional opportunities
46. 25 days holidays (increasing to 28 after 5 years of service)
47. A Moments That Matter day (annually)
48. Enhanced Maternity / Paternity pay
49. Holiday buy and sell
50. 3 paid days charity leave
51. Company events, socials, and incentives
52. 3 x death in service
53. Company Pension scheme
54. Costco Membership
55. Salary sacrifice, company car scheme
56. Free breakfast, fruit, and hot/cold beverages
57. Referral scheme
58. Employee discount