Travel Counsellors
Commissions 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
This is a 6-month fixed term role responsible for supporting the delivery of the Commissions function within Financial Operations, helping to ensure Travel Counsellors receive accurate and timely commission payments for the sales they have made during each commission period.
Working alongside the Commissions Manager, the Commissions Support Analyst provides operational and administrative support across a range of manual and exception-based commission processes. The role is responsible for completing daily processing activities, managing first-line commission queries and supporting the team in maintaining a high standard of service for Travel Counsellors and internal stakeholders.
The role also provides resilience during periods of peak workload and annual leave, reducing key person dependency within the Commissions function whilst supporting continuous improvement, simplification, digital process optimisation and the adoption of AI-enabled tools and intelligent automation.
Principal Accountabilities
- Support the accurate and timely payment of commission to Travel Counsellors in accordance with published payment schedules.
- Complete manual commission processing activities accurately and within agreed service levels.
- Manage the Commissions Freshdesk queue, responding to routine Travel Counsellor queries promptly and professionally.
- Investigate straightforward commission queries and resolve where appropriate, escalating complex issues to the Commissions Manager.
- Support the administration of retrospective hotel commission claims and other manual exception processes.
- Carry out validation checks and reconciliations to ensure commission payments are accurate and complete.
- Maintain accurate records and supporting documentation to ensure a full audit trail.
- Support the preparation and completion of commission payment runs.
- Provide holiday and absence cover across the Commissions function to maintain operational resilience.
- Develop positive working relationships with Travel Counsellors, suppliers and internal stakeholders.
- Identify recurring issues and opportunities to simplify manual activities and improve customer experience.
- Utilise AI-enabled tools and automation technologies to improve efficiency, reduce manual administration and enhance the accuracy and quality of commission processes.
- Support testing and implementation of system enhancements, process improvements and automation initiatives.
- Manage workload effectively to ensure operational deadlines and service level agreements are consistently achieved.
- Ensure all activities are completed in accordance with Travel Counsellors policies, financial controls and relevant legislation.
- Demonstrate the Travel Counsellors CARE values in all interactions.
- Support the Financial Operations objective of standardisation, simplification, reducing manual intervention and improving operational efficiency.
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Required Experience
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- Previous experience within a Transactional Finance, Commissions, Accounts Receivable or Customer Service environment.
- Experience of using AI-enabled productivity tools or a willingness to adopt to new technologies to improve ways of working.
- Good attention to detail with a high level of accuracy.
- Strong organisational and prioritisation skills.
- Experience using Microsoft Excel and finance systems.
- Travel industry experience is desirable but not essential.
Our Benefits
- Competitive salary + annual bonus
- 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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