Travel Support Consultant, London

AnaVation LLC; London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading travel technology company in London is looking for a Travel Operations professional to enhance their customer service capabilities. The role requires significant experience with GDS, air ticketing knowledge, and excellent communication skills. Join a team dedicated to making travel seamless for all customers. Flexibility in working hours is expected, with opportunities for personal growth and company ownership.

Benefits

Company ownership

Welcoming environment

Commitment to diversity and equal opportunity

Qualifications

• At least 3 years of experience in travel-related roles.
• Ability to work UK business hours with some flexibility.
• Creative thinking and willingness to go the extra mile.

Responsibilities

• Be the first point of contact for customers via email, calls, and live chat.
• Gather feedback to improve products and customer experience.
• Support team functions like reconciliation, ADM management, and training.

Skills

Experience with a GDS (Travelport/Galileo or Sabre preferred)

Strong knowledge of air fares, ticketing, re-issues, and refunds

Customer-focused with a passion for excellent service

Experience with Zendesk for customer support

Knowledge of BSP Link or ARC is a plus

Job description

The candidate must be able to work UK business hours, with some flexibility on shift patterns.

We are making travel effortless. Join us.

Whether it’s to visit loved ones, start an adventure, or go on a business trip, travel is essential. Yet, the technology supporting travelers hasn't kept up with modern expectations.

We are rebuilding travel infrastructure, simplifying systems, and creating tools to make future travel effortless.

Backed by Y Combinator, Benchmark, Blossom, Index Ventures, and Kima Ventures, we are supported by investors who have helped build major companies.

Note for applicants

We understand that engagement with job adverts varies. Some may see this as a checklist; others may find 60% completeness sufficient. If you believe you have what it takes but don't meet all requirements, we encourage you to get in touch. We’d love to learn more about you and see if it’s a good fit.

Travel Operations at Duffel

The Travel Ops team handles queries related to bookings, including voluntary and involuntary changes, ensuring excellent customer service.

This role involves more than typical customer support.

You may have experience as a Travel Advisor, Travel Agent, Travel Consultant, Travel Sales Consultant, Ticketing Agent, or Travel Counsellor.

What we're looking for

• Ability to work UK business hours with some flexibility
• Ability to attend the London office twice a week
• At least 3 years of experience with a GDS (Travelport/Galileo or Sabre preferred)
• Strong knowledge of air fares, ticketing, re-issues, and refunds
• Experience with NDC systems like Farelogix SPRK or IAG TAP is preferred
• Creative thinking and willingness to go the extra mile
• Customer-focused with a passion for excellent service
• Experience with Zendesk for customer support (Voice, Chat, Email) is preferred
• Knowledge of BSP Link or ARC is a plus

Responsibilities

• Be the first point of contact for customers via email, calls, and live chat
• Gather feedback to improve products and customer experience
• Support team functions like reconciliation, ADM management, and training
• Build relationships with travelers and travel sellers using Duffel
• Act as escalation point for the Outsource Team
• Weekend work may be required

What we offer

We support your growth in a welcoming environment. Everyone owns a share of the company, fostering pride and ownership.

We are committed to diversity and equal opportunity. Recruitment is based solely on experience and skills, regardless of age, sex, disability, sexual orientation, race, religion, or belief.

Note to recruitment agencies

Duffel does not accept unsolicited CVs. Any sent will be considered property of Duffel, and associated terms will be null and void.