Travel Counsellors Australia
AP Freshdesk Support Analyst
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About Us
At Travel Counsellors, our customers, communities, and colleagues are at the heart of everything we do. For over 30 years, we've empowered 2,200+ independent travel agents worldwide, helping them build successful businesses while providing deeply personal, human connections with their customers. Supported by a talented team of over 400 people in our Support Offices, we create unique travel experiences that keep customers coming back. Named the Best Place to Work in Travel (2022) and ranked in the Sunday Times Best Places to Work (2023, 2024 & 2025), we’re expanding rapidly and looking for exceptional individuals to join our Head Office team.
About The Role
We are looking for an experienced and highly organized Accounts Payable Analyst to join our Finance team. The ideal candidate will have a strong background in managing high-volume accounts payable queries, with hands-on experience triaging multiple shared inboxes using Freshdesk. This role is essential in ensuring a smooth customer experience and supporting finance operations in a fast-paced, customer-focused environment.
Principal Accountabilities
Query Management
- Team player and approachable
- Handle a high volume of inbound accounts payable queries from global travel counsellors, travel suppliers, and internal stakeholders
- Resolve issues related to invoices, payments, credit notes, and reconciliations in a timely and professional manner
- Conduct root cause analysis for recurring issues and work with stakeholders to implement corrective actions
- Maintain consistent communication standards aligned with company and industry expectations
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Inbox & Ticket Triage (Freshdesk)
- Monitor and triage multiple Freshdesk inboxes and ticket queues used for accounts payable support
- Categorise, prioritise, and assign tickets according to urgency, complexity, and SLA targets
- Collaborate with other teams (e.g. Triage, Duty Office, Open Destinations, Accounts Receivable) to resolve cross-functional issues
- Maintain ticketing system hygiene by updating statuses, merging duplicates, and ensuring full audit trails
Accounts Payable Operations Support
- Assist in the processing of urgent payments, ensuring time-sensitive supplier settlements are prioritised and accurately executed
- Support weekly payment cycles, ensuring timely settlement with key travel suppliers
- Review, verify and update supplier bank details
- Maintain supplier master data in accordance with compliance and internal controls
Required Experience
- GCSE Maths and English
- IT literate, able to use Microsoft Office, Excel etc.
- Confident and professional manner
- Team player and approachable
- Strong communication skills (both written and verbal) with the ability to respond clearly and effectively to diverse stakeholders.
- A problem-solving mindset with a strong focus on accuracy, efficiency, and service delivery.
- Ability to manage multiple priorities and remain organized under pressure
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Our Benefits
- Competitive salary
- Flexible hybrid working
- Career development opportunities
- 25 days holiday (increasing to 28 after 5 years)
- Enhanced Maternity/Paternity pay
- 1 day paid charity day
- Company events and incentives
- 3x salary death in service benefit
- Pension scheme
- Private Medical Insurance or Healthcare Cash Plan
- Free breakfast and beverages
Inclusive Recruitment at Travel Counsellors
Travel Counsellors is an equal opportunity employer committed to diversity and inclusion. We welcome applicants from all backgrounds and do not discriminate based on race, gender, disability, or any protected characteristic. We provide accommodations for individuals with disabilities throughout the hiring process and will make every effort to accommodate reasonable adjustments where required. We believe diverse perspectives strengthen our team and encourage all to apply.
For more information about this role – and others – at Travel Counsellors, please do not hesitate to contact the Talent Acquisition team at talentacquisition@travelcounsellors.com
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