About Us
At Travel Counsellors, our customers, communities, and colleagues are at the heart of everything we do. For over 30 years, we've empowered 2,200+ independent travel agents worldwide, helping them build successful businesses while providing deeply personal, human connections with their customers. Supported by a talented team of over 400 people in our Support Offices, we create unique travel experiences that keep customers coming back. Named the Best Place to Work in Travel and ranked in the Sunday Times Best Places to Work (2023, 2024 & 2025), we're expanding rapidly and looking for exceptional individuals to join our Head Office team.
About the Role
Providing operational 24/7 support, 365 days a year, to our Global Travel Counsellors by monitoring Worldwide events, FCO advice and alerts from other Trade Partners. Will then be proactive in running reports to identify any bookings affected and communicating updates to our Travel Counsellors. Offering support to Travel Counsellors for any in-resort issues or emergencies. Working rota includes 12-hour shifts over 24 hours on a 4-day on 4 day off rota basis.
Principal Accountabilities.
* Continuous monitoring of world events; assessing the impact to our customers and business.
* Being the calm voice of reason during emergency and crises globally.
* Offering creative solutions to our customers when things don't go to plan during their holiday or business trip.
* Amendments to often complex itineraries with multiple flight, hotels and other components during travel.
* Communicating operational changes to bookings to our Travel Counsellors before departure.
* Pro-actively chasing information from our direct contracts and suppliers whilst building and maintaining effective relationships.
* Assist both Travel Counsellors and where appropriate their clients with any in resort issues.
* Understanding fare rules to allow the processing of voluntary changes to scheduled flights including IT, Consolidated and published tickets.
* Managing involuntary flight schedule changes and then assisting our Travel Counsellors with amending or cancelling any affected ground components
* Issue new flight tickets outside of normal office hours.
* Obtaining rates and checking availability via the in-house Phenix booking system.
* Providing quotes for amendments and cancellations to both in house package bookings and individually quoted ground components e.g. Hotels transfers, car hire etc. and then process accordingly.
Required Experience
* GCSE Maths and English (or international equivalent)
* Confident and professional manner
* Team player and approachable
* Numerical skills
* Excellent verbal and written communication skills
* Prior GDS experience required (Galileo preferred)
Our Benefits
* Competitive salary + annual bonus
* Flexible hybrid working
* Career development opportunities
* 25 days holiday (increasing to 28 after 5 years)
* Enhanced Maternity/Paternity pay
* 1 day paid charity day
* Company events and incentives
* 3x salary death in service benefit
* Pension scheme
* Private Medical Insurance or Healthcare Cash Plan
* Free breakfast and beverages
Inclusive Recruitment at Travel Counsellors
Travel Counsellors is an equal opportunity employer committed to diversity and inclusion. We welcome applicants from all backgrounds and do not discriminate based on race, gender, disability, or any protected characteristic. We provide accommodations for individuals with disabilities throughout the hiring process. We believe diverse perspectives strengthen our team and encourage all to apply.
For more information about this role – and others – at Travel Counsellors, please do not hesitate to contact the Talent Acquisition team