Out of Hours Consultant

GRAY DAWES GROUP; Remote; GBP 25,000 - 35,000; Full time

Job summary

A prominent travel service provider is seeking a highly experienced Out of Hours Consultant to work remotely. This role requires 30 hours per week, including alternate weekends and evenings. Candidates should have excellent fares knowledge, client-facing experience, and the ability to document actions accurately. Flexibility, problem-solving skills, and professionalism under pressure are key. The position offers the opportunity to work independently while maintaining high service standards. Join a dynamic team committed to putting customers first.

Qualifications

• 3+ years in a client-facing business travel role preferred.
• Ability to assist callers in a professional manner.
• Confident in ticket reissues and exchanges.

Responsibilities

• Book and confirm travel arrangements for clients.
• Document all actions within the Passenger Name Record.
• Maintain professionalism under critical time constraints.
• Liaise with hotels for bill payments and arrangements.
• Provide exceptional service and support to clients.

Skills

Excellent Fares knowledge

Active listener

Client-facing experience in business travel

Problem-solving

Flexibility and adaptability

Job description

We’re recruiting for a highly experienced Out of Hours Consultant to join our Out of Hours team working remotely. This role will be working 30 hours per week on average, alternate weekends and 2 evenings per week (36 hours) on one week and 4 evenings the alternate week (24 hours).

• Book and confirm flights, cars, hotel, transfers, Eurostar, UK Rail, and any third-party requirements for clients using relevant GDS and in-house booking tools whilst adhering to and policing Client profiles & policies.
• Document all actions taken accurately within the Passenger Name Record (PNR).
• Issue and reissue Tickets, creating EMD where applicable.
• Liaise and set up bill payments to hotels, and arrange any billback required in line with Company policy.
• Maintain a high level of professionalism and a positive attitude while performing work that is subject to critical time constraints.
• Proactive and able to use own initiative.
• Team player and problem-solver.
• Flexible and adaptable to change.
• Highly motivated in a fast-paced environment.
• Calm under pressure.

Skills & Knowledge

• Excellent Fares knowledge & confidence in ticket reissues and exchanges.
• Active listener with the ability to assist callers in a professional and upbeat manner.
• Over 3 years full-time in a client-facing business travel role (desirable).

Other Requirements

• Able to work independently from home.
• Evening hours up to midnight, including weekends and bank holidays, daytime, and evening shifts.

Other Accountabilities

• Put customers first and deliver the best possible service at all times.
• Always work with due care and attention to ensure the personal safety of yourself and others.
• Attend staff meetings and training sessions as required.
• Carry out any other role or task that is commensurate with the spirit and purpose of this job description.
• Maintain flexibility in learning newly introduced job skills and/or changing duties.