This is a fixed-term opportunity until 31st December 2025.

The role
As our Duty Office Manager you will help to evolve and run Audley Travel’s dedicated 24/7 Duty Management provision, including management and rostering of a team of Duty Officers, process adoption for resolution of client issues on Audley trips, and providing global internal crisis and incident support.
Working closely with the Risk Management team, you will be responsible for managing crisis & incident management, monitoring government travel advice and world events. The Global Risk Manager’s focus is preventative, regulator and guidance, where this Duty Office Manager position will be responsible for response and implementation.
Key responsibilities include:
General:

• Ownership and management of reviewing, editing and re-issuing the Crisis Manual as required
• Manage Crisis training courses and scenario days as appropriate
• Maintaining an incident and crisis rota for key roles
• Ensure training is in place for incident and crisis key roles
• Lead the management of Audley’s booking system process and development related to Duty Office and incident or crisis related activity

Day to Day Duty Office Management

• Manage structure and shift patterns, ensuring compliance with current employment laws
• Manage all Duty Officers absences to ensure sufficient coverage of the Duty Office
• Coach, train and develop the Duty Officers to ensure they are delivering excellent customer support
• Become conversant with, and able to train the team in, both the UK Package Travel Regulations and the workings of the US Travel (and Health) Insurance market
• Review and evolve Duty Office processes to ensure clear and efficient practices which resolve issues as quickly as possible with the client at the heart
• Ensure that all issues are logged and reported back to relevant Country Specialist and Manager with confirmation that incidents are resolved
• Review Duty Logs to identify trends by market, destination and issue type and work with the relevant internal stakeholders to address common causes of issues
• Work with the Risk Management team to ensure logged safety issues are followed up through Audley’s risk management processes

Ongoing Development of the Duty Office provision

• Evolve the team to allow 24/7 provision
• Drive further areas where Duty Office can add value to the client experience
• Develop a process to manage and support programmes with operational incidents

About you
The successful candidate will have previous experience of working within a Duty Office or Crisis/Incident Team in the Tourism and Leisure sector. You will have previous experience of team management and managing shift patterns as well as having confidence communicating with clients in challenging circumstances.
Other key experience and attributes needed:

• Remains calm and level-headed in pressurised situations
• A conscientious, tenacious and self-reliant individual who is results orientated and enjoys seeing tasks through to completion
• Self-motivated
• A reliable and flexible team player
• Highly organised and proficient in prioritising workload with a methodical and systematic approach to work
• Embodies the Audley values of being positive, being the difference, being one team and being passionate about travel

What you’ll get in return

• Holiday - 25 days rising to 30 days with length of service
• A day off for your birthday
• A day off for volunteering to support a charity, local support group or community work of your choice
• Healthshield health cash plan - money back for costs associated with everyday healthcare (including optical, dental, medical, physio), and access to medical and wellbeing resources such as a GP service, employee assistance programme and counselling
• Gympass – a wellbeing platform that gives you unlimited, discounted access to top gyms, studios, and wellbeing apps
• Benefits Platform – a reward scheme that gives you discounts and cashback with hundreds of retailers

We believe it's our people that make the difference and who build Audley into the success it is today. We pride ourselves on enabling people to reach their full potential through promoting and celebrating a diverse and inclusive working environment.