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

The Retail Reconciliations Senior is an experienced member of the Retail Reconciliations team, responsible for delivering and overseeing robust financial control across retail supplier statement reconciliations, query management and not-on-account activity across Travel Counsellors global entities. The role acts as a subject matter expert and escalation point for complex supplier, reconciliation and payment exceptions, with particular responsibility for VCC reconciliations, direct debit activity, IFH and Payment Service Provider reconciliations. Working closely with the Retail Reconciliations Team Leader, the Retail Reconciliations Senior provides day-to-day guidance and quality assurance to analysts, supports compliance activity, and uses root cause analysis to improve the control and efficiency of the end-to-end retail reconciliation process.

Principal Accountabilities

• Deliver and oversee accurate and timely retail supplier statement reconciliations across relevant Travel Counsellors global entities, including investigation and resolution of complex, unmatched or aged exceptions.
• Complete and review not-on-account activity for retail suppliers, ensuring items are investigated, controlled and processed in line with agreed procedures and deadlines.
• Act as a senior point of contact for complex retail supplier queries and discrepancies, providing clear communication and driving issues through to resolution.
• Manage and support supplier escalations, identifying financial, operational or compliance risk and ensuring material issues, aged balances and recurring problems are escalated appropriately.
• Liaise with Technology, Admin, Commercial and Triage teams to perform root cause analysis on systemic or recurring retail supplier issues and drive sustainable resolution.
• Review hotel-only and ad-hoc payment requests, ensuring appropriate evidence, approval, accuracy and compliance with agreed finance controls.
• Perform senior review of Retail VCC reconciliations, ensuring variances and outstanding items are investigated and cleared promptly.
• Review retail cost amendments where relevant, ensuring changes are accurately supported, recorded and communicated.
• Provide senior oversight of IFH activity for International Sales, ensuring agreed processes, service levels and controls are consistently applied.
• Oversee the reconciliation and control of direct debit arrangements across global entities, including TUI, Trainline and Netherlands direct debits, ensuring exceptions are identified and resolved.
• Oversee end-to-end reconciliation of Payment Service Providers, including DNATA, Enett and Travel Fusion, ensuring transactions are complete, accurate and appropriately resolved.
• Provide day-to-day technical guidance, quality assurance and coaching to Retail Reconciliations Analysts, supporting workload prioritisation and operational cover.
• Allocate team responsibilities, prioritise daily activity and deputise for the Retail Reconciliations Team Leader when appropriate, ensuring service levels and deadlines are met or exceeded.
• Educate Travel Counsellors and business users on retail reconciliation processes and recurring exceptions to reduce avoidable query demand and improve first-time accuracy.
• Build successful relationships across Finance, suppliers, Travel Counsellors and the wider business, providing excellent written and verbal service and working alongside Compliance to identify and report risk, control weaknesses and non-compliance.
• Drive best practice, standardisation, simplification, removal of duplication and identification of automation opportunities across retail reconciliation processes.
• Monitor reconciliation performance, ageing and exception volumes, using data and root cause analysis to identify trends, risks and sustainable process, control and service improvements while demonstrating the CARE values.