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 the past 30 years as the leading travel marketplace for self-employed travel entrepreneurs, empowering over 2,000 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 300 super talented people in our Support Offices to help them create unique, inspiring and exciting experiences for their customers, whilst building lasting personal relationships that bring 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, placing in the Sunday Times Best Places to Work list 2023 (Large Company) 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 £930m) - and so are looking for outstanding individuals to join our dedicated Head Office team, to help the company continue to flourish.
Principal Accountabilities
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
Experience Required
20. Experience of making and amending airline reservations
21. Awareness of BSPlink
22. Admin Studio experience
23. Strong GDS knowledge (Galileo Essential)
24. Ability to understand an airline ticket & be able to recalculate for both reissue & refund
25. Ticketing experience
26. Ability to multitask is essential as it will be a rotating role
27. Good customer service and communication skills
28. Good problem solver and ability to work under pressure
29. Flexibility towards working hours
Our Benefits
Working here at Travel Counsellors, we value the hard work and effort that our colleagues put in. Because of this, you can expect a wide range of employee benefits including:
30. A competitive basic salary + annual company bonus
31. Flexible hybrid working model
32. Career development and promotional opportunities
33. 25 days holidays (increasing to 28 after 5 years of service)
34. A Moments That Matter day (annually)
35. Enhanced Maternity / Paternity pay
36. Holiday buy and sell (up to 5 days per year)
37. 3 paid days charity leave
38. Company events, socials, and incentives
39. 3x annual salary death in service benefit
40. Company Pension scheme
41. Costco Membership
42. Salary sacrifice, company car scheme
43. Cycle to Work Scheme
44. Employee Assistance Programme
45. Free breakfast, fruit, and hot/cold beverages
46. Referral scheme
47. Employee discount
48. Private Medical Insurance (taxable benefit) or Healthcare Cash Plan (costs incurred by employees)