Duty Officer

Audley Travel Ltd.; Remote; GBP 32,000 - GBP 35,000; Full time

Job summary

A leading travel service provider is seeking a Duty Officer to join their dedicated 24/7 Duty Management team. This fully remote role involves providing real-time client support, ensuring travelers feel safe and supported. Candidates should demonstrate excellent communication skills, a passion for travel, adaptability in fast-paced environments, and familiarity with technology. This position includes a salary of £32,000 to £35,000, health benefits, generous holidays, and more.

Benefits

Health insurance & wellbeing resources

25 days holiday rising to 30

Discounted travel for staff

Gym discounts

Flexible family leave

Qualifications

• Passion for travel and supporting clients in exploring responsibly.
• Ability to communicate clearly and professionally in challenging scenarios.
• Experience with crisis management and real-time problem resolution.

Responsibilities

• Support clients with real-time issue resolution.
• Handle and document all Duty Office interactions.
• Monitor news and report emerging risks.

Skills

Empathy in communication

Adaptability in dynamic situations

Detail-oriented organization

Comfort with technology

Problem-solving under pressure

Tools

Office 365

GDS System (Galileo)

Job description

Join the Audley Travel team as a Duty Officer and help us create extraordinary travel experiences for our clients. If you're passionate about travel, customer service, and turning challenges into positive outcomes, we would love to hear from you!

Travel Shaped Around You: The Audley Way

We believe the best trips are those that reflect our clients unique way of seeing the world. For over 25 years, we've been crafting personalised journeys, allowing our clients to create a lifetime of unforgettable memories.

As a Duty Officer, you’ll be at the heart of our 24/7 Duty Management team—owning live client support and ensuring travellers feel safe, reassured, and supported wherever they are in the world.

You’ll handle real‑time client calls, resolve on‑trip issues, and deliver calm, confident service in fast‑moving situations. From operational case management to incident escalation, you’ll play a vital role in keeping our clients’ journeys running smoothly.

This is a home‑based position with a 4 days on / 4 days off shift pattern. Shifts span early mornings, late finishes, and nights (12 hours each), giving you balance and predictability in your schedule.

What You’ll Do

• Support clients in real time, responding to Duty Office calls and resolving issues quickly and compassionately.
• Work closely with global suppliers and sales teams to ensure seamless solutions.
• Maintain accurate records of all Duty Office interactions and updates.
• Calculate and process costs for itinerary changes, including secure payment handling.
• Update reservation systems, ensuring all cases are fully resolved and documented.
• Escalate incidents or crises in line with company guidelines.
• Monitor global news, run client location reports, and flag emerging risks.
• Collaborate with the Duty Office Manager and fellow Duty Officers to maintain 24/7 coverage.
• Help refine Duty Office processes and best‑practice guidelines.
• Provide incident and crisis support for both foreseen events and unexpected situations.

It Would be Great If

• You’re passionate about travel and love helping people explore the world safely and confidently.
• You communicate with empathy, clarity, and professionalism—even in challenging situations.
• You’re energised by fast‑paced, dynamic work where no two days feel the same.
• You’re organised, detail‑driven, and thrive on staying one step ahead.
• You stay cool under pressure and adapt easily as situations evolve.
• You’re comfortable with tech, including Office 365 (Word, Excel, SharePoint, Outlook).
• Experience with a GDS system—especially Galileo is a big plus.

What's In It For You

📍 This role is fully remote from within the UK

💰 Salary of £32,000 to £35,000, dependent on experience + shift allowance

❤️ 🩹 Life insurance & Healthshield health cash plan - money back for costs associated with everyday healthcare (including optical, dental, medical, prescriptions, physio), and access to medical and wellbeing resources such as a GP service, employee assistance programme and counselling

⭐ Holiday - 25 days rising to 30 days with length of service

🎉 A day off for your birthday

🌳 A day off for volunteering to support a charity, local support group or community work of your choice

👟 Gympass – a wellbeing platform that gives you unlimited, discounted access to top gyms, studios, and wellbeing apps

🛒 Benefits Platform – a reward scheme that gives you discounts and cashback with hundreds of retailers

✨ Enhanced family leave & pension scheme

✈️ Discounted Audley trips (for you and your friends & family) and exclusive access to staff travel discount websites

🏅 Long service awards & sabbatical leave

The Interview Process

Our interview process involves 2 main stages:

• One of our recruiters will review your application personally, and if successful we will invite you to a call. This provides an opportunity for you to answer some questions to help us explore your application further.
• The last and final stage is an interview over Microsoft Teams video with the hiring team.
• Outcome and final feedback. We also encourage you to provide us feedback, if you wish, to help us improve our recruitment process.

We welcome you to speak to our recruitment team at any point during your hiring process, if you have any specific questions before this please contact us on [e-mail].

We believe it’s our people that make the difference and who build Audley into the success it is today. We pride ourselves on enabling people to reach their full potential through promoting and celebrating a diverse and inclusive working environment and encourage you to let us know if there's anything we can do to make your application process easier for you for any reason to help you shine!

🎯Ready to turn your travel passion into a career? Apply now to start your journey at Audley Travel!