utc.travel
Part-Time Travel Agent
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Love Travel? Make It Your Job. ✈️
Leeds, West Yorkshire | £13.50 - £14.00 per hour
We are seeking a passionate and knowledgeable Part Time Travel Agent to join our dynamic team. The ideal candidate will have a strong background in travel and hospitality, enabling them to provide exceptional service and tailored travel solutions to our clients. As a Travel Agent, you will be responsible for planning, organising, and booking travel arrangements, ensuring a seamless experience for our customers.
Key Responsibilities:
Member Enquiries and Customer Service
- Respond promptly and professionally to member enquiries by telephone, email, live chat and other approved channels.
- Support members with account access, membership benefits, booking questions, payments and general use of the travel platform.
- Take ownership of each enquiry, provide regular updates and follow it through to a satisfactory resolution.
- Record all interactions, actions and outcomes accurately in the relevant customer service and booking systems.
- Identify vulnerable customers or complex cases and escalate them promptly in line with company procedures.
Travel Sales and Booking Support
- Act as a knowledgeable travel agent, understanding each member's travel requirements, preferences and budget.
- Research and recommend suitable flights, hotels, holidays, transfers, car hire, activities and other travel services.
- Prepare accurate quotations and explain prices, inclusions, booking conditions, cancellation terms and relevant travel requirements.
- Complete bookings and support members with amendments, cancellations, special requests and additional services.
- Look for appropriate opportunities to convert enquiries into bookings while always prioritising the member's needs and good customer outcomes.
- Provide clear itineraries, confirmations and travel documentation, checking all details carefully before issue.
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Travel Fulfilment and Supplier Liaison
- Manage booking fulfilment tasks, including confirmations, documentation, payment checks, supplier deadlines and pre-departure requirements.
- Liaise with airlines, accommodation providers, tour operators, bedbanks, transfer companies and other suppliers to resolve booking queries and service issues.
- Investigate booking discrepancies, failed confirmations, schedule changes, cancellations and refund requests, maintaining a clear audit trail.
- Ensure supplier responses and agreed actions are communicated accurately and promptly to members.
- Escalate financial, regulatory, safeguarding or high-risk issues to the management team in accordance with agreed procedures.
Out-of-Hours and In-Travel Emergencies
- Provide calm and practical assistance to members experiencing urgent problems before departure or while travelling.
- Assess the urgency and impact of each incident and take appropriate action within agreed authority levels.
- Contact suppliers to arrange solutions for disrupted flights, unavailable accommodation, missed connections, cancellations and other critical travel issues.
- Follow emergency, duty-of-care and escalation procedures.
- Maintain detailed case notes and deliver a clear handover to team members at the end of each shift for any unresolved or high-priority cases.
Global Teamwork and Service Standards
- Work collaboratively with colleagues in Leeds and other global service locations to provide consistent, joined-up support.
- Follow utc.travel policies, brand standards, data-protection requirements, security controls and documented operating procedures.
- Meet agreed service levels and quality measures, including response times, resolution times, booking accuracy, sales conversion and member satisfaction.
- Share recurring member or supplier issues and suggest practical improvements to systems, processes and knowledge resources.
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Essential experience:
- At least two years' experience in a travel agency, travel operations, airline, tour operator or travel customer-service environment.
- Practical experience of booking and servicing international travel; experience using travel reservation or booking platforms is strongly preferred.
- Excellent spoken and written English, with the ability to communicate clearly and empathetically with customers from different markets.
- Strong customer-service and sales skills, with sound judgement and a genuine desire to resolve problems.
- Highly organised and accurate, with the ability to manage several live cases and prioritise urgent work.
- Confident dealing with suppliers and customers during disruption, complaints and emergency situations.
- Comfortable working independently during quieter out-of-hours periods while remaining closely connected to the wider team.
- Reliable and able to work shift patterns between 8am and 10pm, including some rota-based weekends and public holidays. Evening and weekend shifts can be home-working.
Desirable experience:
- Experience supporting customers
- Knowledge of flight disruption, schedule changes, hotel booking fulfilment and travel documentation.
- Experience with CRM, helpdesk, live-chat and travel booking systems.
- Travel and tourism qualifications or relevant supplier training.
Success in the Role:
Success will be measured through consistently high member satisfaction, accurate bookings and documentation, timely resolution of enquiries, effective handling of emergencies, strong supplier follow-up, appropriate sales conversion and reliable communication and handover.
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