Global Travel Collection
IC Support Specialist
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
IC Support Specialist
Global Travel Collection (GTC) – IC Support Specialist Role
About the Role
Global Travel Collection (GTC), part of Internova Travel Group, is the most influential collection of international luxury travel advisors. Over 1,700 GTC advisors lead the industry in delivering premium travel services to leisure travelers, corporate executives, and the entertainment industry.
With a combined global reach and influence, GTC ensures its clients—world travelers—receive value, recognition, and preferential treatment. We manage bespoke, high-end travel experiences, underpinned by operational excellence and client-centric service.
This pioneering company leverages cutting-edge systems such as Atriis, Concur, Roomservice, Dolphin, and Apexx, while leveraging internal platforms like Salesforce and Sabre Amadeus NDC to provide a seamless, elevated travel experience.
For more information, visit Global Travel Collection.
Responsibilities
As the IC Support Specialist (Internal Customer Support Specialist), you will provide proactive day-to-day operational support to GTC’s premier travel consultants, managing requests and ensuring smooth business operations. This includes handling urgent out-of-hours queries with responsiveness and tactical judgment.
Core Duties
- ix Emergency requests outside of standard working hours while ensuring escalation to line management as required.
- Handle all operational queries submitted via Salesforce within Service Level Agreement (SLA) deadlines.
- Facilitate weekly onboarding sessions and provide tailored guidance during GTC advisor setup, ensuring full integration with internal systems.
- Support management of complex ticket requests, including issuing, reissuing, and refunds, liaising with airlines/airline partners as necessary.
- Log all complaints and positive feedback, forwarding to the Line Manager for action or recognition.
- Troubleshoot system-related issues for the Atriis, Concur, Roomservice, Dolphin, and Apexx. Identify proactive solutions while adhering to the escalation protocol.
- Assist the Operations Manager with Duty of Care responsibilities, including crisis reports and ensuring compliance with health, safety, and legal travel guidelines.
- Manage customer disputes reported under ADM (Advisors Dispute Management) alerts — accompany advisors for discussions, note progress, and escalate unresolved issues per service procedures.
- Deliver actionable guidance—through workshops or 1:1 coaching—to enhance travel agents' productivity in day-to-day operations.
- Route incoming calls to the most suitable advisors or teams, ensuring efficient escalation.
- Oversee the UK Hotel and Staff Travel inbox, prioritising, reviewing, and actioning all relevant emails.
- Ensure UK/USA SharePoint intranet capability support for advisors in managing content and linkages.
- Facilitate orchestration of group bookings by coordinating inputs from a cross-function mix of corridor teams, vendors, and advisors.
- Create and issue vendor credentials for aggregators like Booking.com and Airlines Group portals to advisors.
- Reduce GDS-related disputes by handling NDC (New Distribution Capability) requests—escalating as needed—and offering rollback guidance.
- Conduct routine quality control checks on advisor booking cycles, identifying trends and recommending process improvements to cut ADNs (Assertion Drugs/No Show errors).
- Attend monthly team meetings to review travel and sales performance, assess trends, and stay informed of operational changes.
- Identify skills gaps and training needs for advisors—present insights via performance feedback reports to line managers.
- Liaise with UK advisors on ad-hoc bookings required in the US office to maintain a unified user experience across global borders.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Requirements
We are recruiting for a part-time, fixed-schedule position, with emphasis on flexibility and adaptability across four key parameters:
Work Schedule
- Full-time, Fixed Schedule: Friday – Tuesday (37.5 hours)
- Hours: Varied, including office-hours and weekends, divided as follows:
- Weekdays (12:00–20:30)
- Weekends (Sa/Su; 10:30–19:00)
Required Qualifications & Experience
- 5 years+ in business-to-consumer or corporate travel, including luxury/premium travel advisory setting.
- Advanced proficiency in Sabre, Galileo, and Amadeus (preferably at a training standard), with:
- Strong understanding of fares, e-ticketing, and published vs. net fares—proven experience in NCD (New Distribution Capability) approvals and tracking.
- IT system knowledge:
- Adequate working understanding Atriis Corporate (premium travel booking system).
- Familiarity with Concur expense management tools (full requirement expected).
- Knowledge of train booking platforms like eDOT (evolvi), Voyage SNCF (French railways), and standalone operations through Trainline, particularly for cross-country British/European markets.
- Capability to structure and execute complex group booking processes, understanding vendor requirements, and expediting conflict resolutions.
- Effective call-center handling skills, ensuring smooth caller handoffs across multiple teams.
- Strong proficiency in risk mitigation in travel planning, including health triggers, emergency contacts, and Duty of Care compliance protocols.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Professional Competencies
- Fast-paced adaptability. The role demands high output with variable priorities— reflejar ability to prioritise task dependencies.
- Self-motorated communication. Emphasis is placed on proactive outreach and unprompted measures to solve potential troubles Spur.
- Advanced English language skills: must translate clear training material for advisors, write actionable feedback, and deliver concise verbal information.
- System navigation fluency. Ability to effectively train colleagues in complex software (e.g., Salesforce, Apply Exis, multi-GDS tools) without requiring hand-holding.
- Project-managed conflict resolution. Experience identifying mentor initiatives to resolve common hand-portals in task execution.
- Minimal proficiency (experienced) in Microsoft Teams and Salesforce essential; familiarity with Excel considered advantageous but not required.
Note for International Applicants
All indicated salary range is based on US market valuation. Localised pay and training support is offered cultural and legal granularity aligned with local standards.
If this position is open to candidates internationally, the salary offered will be reflective of the following market considerations within the country of intended deployment.
Salary & Compensation
Global Travel Collection offers a competitive salary range designed to reflect experience, geographical location, and performance versus fiscal goals:
- Fixed base salary range is tailored to regional market standards, fluctuates slightly depending on the recruit or transfer location.
- The company may implement:
- Performance incentives or commissions aligned to total business sales across categories
- Bonuses based on collective or personal efficiency metrics.
For workers in the UK/US/EU, the retention promise includes additional remuneration vis-à-vis discretionary: performance enhancement phases and tactical goals achievements.
Benefits & Inclusion
- Join an Equal Opportunity Employer, diversity-driven operation with no discrimination based on age, race, religion, national origin, gender, disability, veteran status, or any protected class.
Confidentiality Notice
Internova’s Privacy Policy governs how we handle and safeguard employee data. All recruitment replies are private: whether your application will proceed is at the sole discretion of our hiring team. Proceed with privacy guidelines remains mandatory throughout each recruitment mandate.
For remote candidates: delete this clause and omit from your shortlisting criteria.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills
Location