Duty Officer

Please Note: The application deadline for this job has now passed.

Job Introduction

Here at Titan Travel, we’re fiercely passionate about providing customers with fantastic holidays and our colleagues with fantastic careers. We are an award winning escorted travel company with an award winning team that is looking for a new member. Could it be you?

Right now we are looking for a Duty Officer, reporting into the Senior Duty Officer. The Duty Officer role is a key part of the busy Titan Travel business based in Crawley. You will be expected to deliver a first-class customer experience to all customers and Tour Managers travelling with Titan Travel who experience any issues whilst on holiday, ensuring they receive support and service that exceeds their expectations. You will also have responsibility for all aspects of staff travel.

This role is integral to putting the best interests of our customers at the heart of we do and realising that nothing is too much trouble for both our internal and external customers.

This role is predominantly based working from home however you will be required to come into our offices in Crawley from time to time.

And in return, you can look forward to all the responsibility and involvement of an integral role, providing you with a rewarding and fast-paced career with an excellent benefits package.

If you want to join a winning team and thrive in an environment where we always put the customer first then we want to hear from you.

Role Responsibility

To action and resolve all client issues that may arise from the day of pick up to the day of arrival back at home.
Offer full support to Tour Managers/Airport Reps/Drivers/Clients/Suppliers who have any problems on tour or in resort with our clients and take a proactive approach to deliver first-class solutions to any issues raised.
To remain calm always and offer a professional service to all who call the Duty Officer line.
To have a high-level understanding of Tigerbay/Amadeus and our products in order to effectively handle any issues that arise and require attention.
To report and log all issue’s and ensure that logs are updated in a timely & accurate manner (including any incurred costs).
Proactively ensure that the Senior Duty Officer is aware of any regular issues to ensure these are resolved.
Resolve issues to the customer’s satisfaction with minimal cost to the business whilst preventing escalation to the customer service team wherever possible.
Be prepared to go above and beyond the call of duty in order to meet customer and business needs.
Comprehensive working knowledge of all departments across the business with the view to understanding how operational issues impact their work.
Monitor World Events and ABTA daily and report any concerns to the appropriate teams within Titan Travel.
Manage the staff travel inbox while on duty in line with business expectations.
You will be a member of the crisis team in the event of a major incident and provide support to them where necessary.
Proactively offer support to other areas of the business during quieter times.
Adopt a flexible, enthusiastic and driven approach to achieving the financial goals of the business.
Contribute to maintaining a high level of housekeeping and attention to health and safety issues.
Willingly carry out any other duties deemed appropriate by the Company in line with the company Employee Handbook.

The Ideal Candidate

Capability, Knowledge and Experience:

Comprehensive knowledge of the booking system and all terms and conditions
Excellent administrative and organisation skills
Able to work under pressure whilst delivering excellent customer service and to tight deadlines
An excellent telephone manner that puts others at ease and promotes confidence
Skilled influencer and negotiator
A constructive and enthusiastic approach to investigating and solving problems
Ability to communicate effectively with people at all levels to get results
Able to quickly build excellent working relationships with both internal and external customers
Skilled in identifying opportunities to improve processes and customer experience (both internal and external customers)
Able to use judgement, discretion and tact in dealing with sensitive information

Personal Characteristics:

Strong communication and interpersonal skills – verbal, written and listening
Positive and self-motivated with the ability to use initiative and deliver results
Excellent time management skills and the ability to deal with several tasks at once
Ability to remain calm under pressure
Confident to offer constructive challenge
Desire to work in a fast-paced environment
Reassuring, confident and assertive
Be Real, Be Smart, Be Curious, Be Collaborative

Package Description

**Hybrid/remote home working**

**Monday - Sunday, including overnights and bank holiday**

We offer excellent opportunities for career development and fantastic incentives, such as flights, holidays, high street vouchers and many more. With great working hours that encourage a work life balance, you’ll be part of a fun and friendly team. Plus, you’ll receive a wide range of discounts on holidays, flights and more for yourself, family and friends!

About the Company

If you want to see what we do all around the world then take a look at the video below:

When you join Titan you will see that we are committed to treating all employees fairly and to offering equal opportunities in all aspects of employment and advancement.

We value diversity not just because it is the right thing to do, but because diverse teams perform better. Creating a culture in which everyone feels welcome and offering equal opportunities in all aspects of employment and advancement is incredibly important to us. Fair consideration is given to applications from all applicants, including those with disabilities. If you need support at any point with your application please let us know as we will be happy to help.

To all recruitment agencies: Titan does not accept agency CVs unless specifically engaged on the role by the HR Recruitment Team. Please do not forward CVs to our recruiters, employees or any other company location. Titan is not responsible for any fees related to unsolicited CVs.

Saga Group

Salary	Competitive
Frequency	Annually
Job Reference	saga/TP/60535/1705
Contract Type	Full Time
Closing Date	22 February, 2022
Location	Crawley, United Kingdom
Posted on	08 February, 2022