Job Description

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 2,100+ 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 (2022) and ranked in the Sunday Times Best Places to Work (2023 & 2024), we're expanding rapidly and looking for exceptional individuals to join our Head Office team.

About the role

This role provides support services to Travel Counsellors and support colleagues by leveraging a strong understanding of Global Distribution Systems (GDS) and actively utilizing New Distribution Capability (NDC) functionalities within Travelport and multiple connectivity platforms. Responsibilities include efficiently and accurately booking flights, ancillary services, and other travel components while ensuring exceptional customer service. The role also involves troubleshooting issues and providing both pre-travel and post-travel support. Additionally, this position plays a pivotal role in contributing to the company's successful adoption and implementation of NDC.

Key Responsibilities

Facilitate Aviation Booking using Travelport and Multiple direct and in-direct booking channels

+ Proficiently utilize the Travelport GDS to search, book, price, and ticket flights for various airlines with adhered focus to NDC content, adhering to airline rules and fare regulations.
+ Effectively manage booking changes, cancellations, reissues, and refunds within the Travelport system and multiple direct and in-direct booking channels.
+ Ensure accuracy and compliance with all booking and ticketing policies.
+ Provide a host of support duties to pre and post travel services

NDC Proficiency in Travelport:

+ Demonstrate a strong understanding of New Distribution Capability (NDC) and its benefits for both the company and clients.
+ Actively utilize NDC-enabled features and functionalities within the Travelport platform to access and book airline content.
+ Understand and navigate the differences between traditional GDS content and NDC content.
+ Identify opportunities to utilize NDC for enhanced offerings and improved customer experience.

Customer Service:

+ Provide professional and efficient customer service via phone, email, and potentially other communication channels to include chat functionality.
+ Provide accurate and up-to-date information on flight schedules, fares, baggage allowances, and other travel-related details.
+ Address queries and resolve issues promptly and effectively.
+ Build and maintain positive relationships with TC's and TC Support Team.

Ancillary Services and Value-Added Services:

+ Proactively identify and offer relevant ancillary services (e.g., seat selection, baggage upgrades, travel insurance) to enhance the client's travel experience.
+ Understand the booking processes for various ancillary services within both GDS and NDC environments.

Continuous Learning and Development:

+ Stay up-to-date with changes and advancements within the aviation industry, particularly regarding NDC developments in Travelport.
+ Proactively seek opportunities for professional development and training related to GDS and NDC.
+ Act as a brand ambassador for NDC adoption and the evolution of developing booking channels

Required Skills and Experience

NDC

Knowledge and Experience: Proven experience and a strong understanding of New Distribution Capability (NDC) and its implementation within a GDS environment, ideally Travelport.

Ticketing and Fare Construction:

Solid understanding of airline fare rules, ticketing procedures, and fare construction principles.

Customer Service Excellence:

Excellent communication (written and verbal) and interpersonal skills with a strong customer service orientation.

Problem-Solving Skills:

Ability to effectively troubleshoot and resolve complex booking issues.

Attention to Detail:

High level of accuracy and attention to detail in all aspects of work.

Time Management and Organization:

Ability to manage workload effectively and prioritize tasks to meet deadlines.

Computer Literacy:

Proficient in using computer systems and relevant software applications (e.g., Microsoft Office Suite).

To be successful on this role

Proactive and self-motivated. Customer-focused and results-oriented. Adaptable and willing to learn new technologies and processes. Ability to work independently and as part of a team. Excellent problem-solving skills.

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 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 Statement

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.