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    Operations Resilience Analyst - London, United Kingdom - Duffel

    Duffel
    Duffel London, United Kingdom

    5 days ago

    Default job background
    Description

    We are based in Shoreditch, London and have a hybrid work-from-home policy and require everyone to come to our office on Tuesdays and Thursdays.


    • Travel Operations at Duffel

    Travel sellers across the globe, from traditional travel agents to the latest mobile apps, use Duffel to sell flights and hotels.

    (We call these travel sellers "merchants".) We own and are responsible for their bookings - including complying with the airlines' rules and policies.

    The Travel Ops team is there to handle all types of queries related to bookings- whether that's voluntary changes requested by the passenger or involuntary changes initiated from the airline's side.

    Are you passionate about travel and customer service? We're thrilled to invite an experienced Operations Process Improvement Analyst to join our Travel Operations team In this role, you'll dive into our customer service data, uncovering valuable insights and trends to enhance our support for travellers.

    Join us in shaping memorable travel experiences for our customers
    As an early-stage startup, we're seeking individuals who can help build our team's processes from the ground up.
    Experience analysing large datasets to identify trends, patterns, and correlations related to customer service performance and customer satisfaction.
    Attention to detail and a commitment to maintaining high-quality standards.
    Experience in quality assurance processes and methodologies
    Passionate about the Travel industry and delivering great customer service.
    Developing and maintaining dashboards & reports to track customer service key performance indicators
    Collaborate with cross-functional teams to ensure data-driven decision-making and alignment with organisational goals.

    Identify and project manage opportunities for process optimisation and efficiency within the customer service function based on data analysis.

    Ensure the accuracy, completeness, and reliability of customer service data through regular quality checks and validation processes.
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