Internova Travel Group
IC Support Specialist
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IC Support Specialist
IC Support Specialist Role - Global Travel Collection (GTC)
About the Role
Global Travel Collection (GTC), part of Internova Travel Group, is the most influential collection of international luxury travel advisors. With over 1,700 advisors leading the industry in premium travel services, GTC provides exceptional value, recognition, and preferential treatment for high-end clients, including leisure travelers, corporate executives, and the entertainment industry.
Click here for more information about Global Travel Collection.
Responsibilities
The IC Support Specialist delivers proactive operational support to Travel Advisors with the following core responsibilities:
- Incident Management: Manage requests submitted to all Operations desks via Salesforce within strict SLAs
- Onboarding Support: Attend weekly onboarding sessions and assist new advisors with all setup requests
- Ticket Management: Handle issuing, reissuing, and refunding complex tickets
- Feedback Distribution: Record and escalate complaints and positive feedback to the Line Manager
- System Guidance: Assist advisors navigating Atriis, Concur, Roomservice, Dolphin, and Apexx
- Crisis Support: Collaborate with the Operations Manager on Duty of Care responsibilities and crisis reports
- Dispute Resolution: Aid advisors with ADMs (Airline Dispute Management) and escalate unresolved cases
- Training Initiatives: Deliver ad hoc training sessions to enhance advisors' process knowledge and efficiency
- Call Management: Direct incoming calls to the appropriate department or channel
- Email Coordination: Monitor and action all urgent emails in the UK Hotel and Staff travel inbox
- Intranet Support: Assist Advisors with accessing the UK/USA intranet (SharePoint)
- Group Bookings: Support processing and coordination of group travel plans
- Aggregator Credentials: Create credentials for platforms like Booking.com and airline portals
- NDC Guidance: Support advisors with NDC (New Distribution Capability) requests through Sabre, Travelport, and Amadeus GDS booking processes
- Quality Checks: Conduct audits of advisor bookings to minimize ADMs and errors
- Team Collaboration: Attend monthly team meetings to review performance and policy updates
- Training Needs Analysis: Identify ongoing training requirements for advisors and report to the Line Manager
- Continuous Improvement: Provide feedback to enhance team development
- Intercontinental Support: Assist USA advisors with ad hoc bookings created in the UK
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Qualifications
- Experience: Minimum of 5 years in business and/or leisure travel
- GDS Expertise:
- Advanced proficiency in Sabre, Galileo, and Amadeus (published/net fares/NDC) to training standard
- Strong understanding of fare structures and ticketing processes
- Rail Systems: Deep knowledge of British and European rail, including Evolvi, Voyages SNCF, and Trainline
- Group Booking: Solid experience with group booking processes
- Travel Systems: Proven experience with Atriis and Concur
- Industry Knowledge: Broad awareness of travel products and services
- Operational Agility: Ability to perform efficiently under pressure while meeting company SLA requirements
- Communication: Exceptional customer service, English language skills (spoken/written)
- Leisure Tours: Understanding of leisure tour operator fares
- Collaboration: Strong team player with effective cross-departmental communication
- Attitude: Maintains a professional, proactive, and positive mindset
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Finishing Touches
- Familiarity with Microsoft Teams, Salesforce, and Excel is desirable but not essential
- Extended working hours required: Fridays & Mondays/Tuesdays (evening shifts) plus full days on Saturdays & Sundays
Pay & Benefits
- Salary Range: Reflects global market considerations while complying with jurisdiction-specific pay transparency laws
- Revenue-based Incentives: Potential for commission, bonus, or discretionary performance-based rewards
- Inclusivity: Internova Travel Group is an Equal Opportunity Employer, ensuring hiring decisions are unbiased and compliant. Equal opportunity is afforded on the basis of qualifications, skills, and potential.
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