Retail Agent Support

Role Purpose 

The Retail Agent Support role is integral to the smooth and efficient operation of the Retail Agent Team. This position is responsible for delivering high-quality
administrative and operational support across all booking-related activities, ensuring accuracy, timeliness, and consistency. 

Working closely with our agent partners and wider operational teams, the role
contributes to seamless customer journeys, maintains high service standards, and
supports the scalability and growth of the business. The successful candidate will
play a key role in managing booking workflows, maintaining data integrity, and
ensuring all documentation and processes meet required deadlines and quality benchmarks. 

Key Responsibilities 

Booking & Documentation Management 

● Accurately process and manage all travel bookings, including new
reservations, amendments, and cancellations 

● Prepare, review, and distribute booking confirmations, invoices, and full travel
documentation packs 

● Ensure all booking records are accurately maintained and updated across
internal systems 

● Monitor and manage booking workflows to ensure timely progression from
confirmation through to departure 

Compliance & Data Accuracy 

● Collect, verify, and record passport details and other mandatory
documentation within required deadlines 

● Ensure compliance with internal procedures and external travel requirements
● Maintain high standards of data accuracy and completeness across all
systems and documentation 

Agent Support & Communication 

● Act as a key point of contact for travel agents, providing timely and
professional support on booking-related queries

● Liaise with internal teams and external suppliers where necessary to resolve
issues or obtain information 

● Proactively follow up on outstanding items to ensure bookings remain on track
Deadline & Payment Monitoring 

● Track and manage key deadlines including payments, documentation, and
excursion requirements 

● Ensure all financial and documentation milestones are met in line with
company policies 

● Escalate any risks or delays appropriately to minimise operational impact
Quality Assurance 

● Conduct thorough quality control checks on booking confirmations, invoices,
and final travel documents 

● Identify and rectify discrepancies or errors prior to client issuance
● Uphold a high standard of professionalism and accuracy in all outputs 

Additional Responsibilities 

● Support the onboarding and training of new team members, sharing
knowledge and best practices 

● Contribute to continuous improvement initiatives, identifying opportunities to
enhance processes and workflows 

● Assist with portfolio management tasks, including system updates (e.g.,
Lemax), administrative maintenance, and internal documentation
● Provide flexible, ad hoc administrative and operational support in line with
business needs 

Skills & Experience 

● Strong administrative and organisational skills with excellent attention to detail

● Ability to manage multiple tasks and deadlines in a fast-paced environment

● Clear and professional communication skills, both written and verbal

● Proactive problem-solving approach with a high level of accountability

● Experience within travel, bookings, or operational support (desirable but not
essential) 

● Familiarity with booking systems or CRM platforms (e.g., Lemax) is
advantageous

Key Competencies 

● Accuracy & Attention to Detail – Consistently delivers high-quality, error-free
work 

● Organisation & Time Management – Effectively prioritises workload and meets
deadlines 

● Team Collaboration – Works collaboratively to support team and business
objectives 

● Customer Focus – Maintains a service-oriented mindset in all interactions

● Adaptability – Responds positively to changing priorities and business needs