Job Description
Shape the Future of Service Excellence with Ten!
Driving Innovation and Trust: Ten’s Journey to Redefine Service Excellence
Ten is on a mission to become the most trusted service business in the world. 🌎Technology-driven Product is at the centre of our strategy to create a hugely successful service and business. Millions of members already have access to Ten’s services across lifestyle, travel, dining and entertainment on behalf of over fifty clients including HSBC and Swisscard. Ten’s partnerships are based on multi-year contracts generating revenue through platform-as-a-service and technology fees.
We have the advantages of already being at scale globally with a critical mass of high net worth members via stable, multi-year revenue-generating contracts. We already have a market leading consumer proposition and credibility (and many integrations) with the leading suppliers/partners across our ‘big 4’ service categories of restaurants/travel/entertainment and luxury retail.
We are profitable and the first B Corp listed on the London Stock Exchange (AIM market).
Our plans are to continue to invest into technology (including AI) to become the main way that our members organise their leisure lives. The next few years will see Ten speed up our progress via our Growth Engine strategy, making the next huge steps to achieve our ambitions together.
For more information, please watch Ten’s Growth Engine Video https://tenlifestylegroup.com/investors/#growth-en…
Purpose of the Role:
The Internal Support Service Specialist is responsible for delivering seamless, back-office travel support across both offline servicing and online platform environments.
This role acts as a central point of expertise for complex flight ticketing, and digital platform support, ensuring a consistent and premium experience across all travel touch-points. It combines operational excellence in GDS/NDC ticketing with the ability to resolve online booking issues by liaising with the relevant technical teams, supporting internal stakeholders with any flight-related or online booking-related issues, and contribute to system and process improvements. This role focuses on internally supporting limited direct member contact, unless through online booking confirmations or for approved, template-based email communication when and where required.
The role plays a key part in maintaining service continuity by assisting the Travel LM’s, supporting revenue integrity by processing airline disputes and making sure accuracy is key when issuing airline tickets, and enhancing the overall member journey through both traditional and digital channels.
- Reissue and refund flight tickets as per direction of member-facing Travel specialists using Amadeus GDS, NDC systems, BSP Link, and other systems; perform pre-ticketing checks and validations as required.
- Support financial processes including ADM/ACM cases, refunds, and reconciliations.
- Book Centurion Travelling services and prepare confirmations as per direction of member-facing Swiss Travel specialists in the applicable booking system.
- Deliver high-quality support for online travel bookings, changes, cancellations, and confirmations across flights, hotels, and car rentals includes member-facing part/requests for changes/cancellations that come in via HTR channels from Travel specialists.
- Serve as primary internal contact for online booking queries and failed/incomplete transactions, taking ownership of escalations to the technical teams and ensuring timely resolution by involving relevant specialists and teams.
- Provide expert support to Travel Lifestyle Managers and internal teams related to the role’s own responsibilities.
- Manage staff travel requests, quotes, and bookings; maintain accurate member profiles and loyalty information.
- Update CRM member profiles with loyalty membership numbers for the Swiss market (Elite Tier).
- Log and escalate system incidents related to platform bookings.
- Provide general administrative and cross-functional back-office support as required.
- Communicate online booking confirmations to members, schedule changes, and disruptions of online bookings to the relevant member-facing specialist Travel teams.
Skills, Knowledge & Experience
- Expert GDS knowledge (Amadeus preferred) including reissues, refunds, and manual fare construction.
- Solid understanding of airline rules, IATA, BSP, and fare structures, experience with online travel platforms and booking issue resolution, strong analytical, problem-solving, and attention to detail.
- Professional handling of escalations and high-pressure situations, excellent written and verbal communication for internal purposes.
- Commercial awareness and supplier engagement
- Be able to work independently and collaboratively, experience with high-net-worth environments.
- Exposure to NDC, APIs, and modern travel distribution systems preferred but not mandatory.
- Customer-focused with service excellence, accountable, trustworthy, and proactive.
- ·Adaptable in fast-paced global environments, detail-oriented.
Our people are at the heart of the business, and we have a culture of recognition and reward - both through regular appraisals but also annual Extra Mile Awards where we celebrate those who have gone that extra mile in their role. We also encourage all our staff to incorporate their aspirations and interests into their career at Ten and we are there every step of the way in supporting development.
Rewards designed around you:
- A competitive salary depending on experience
- Flexible work arrangements including Hybrid work possibilities ; with up to 60% Home Office.
- Paid time away from work. Our employees enjoy a competitive paid time off package, including a day each year to volunteer time for a good cause that is important to you.
- Paid Sabbaticals. One (1) month paid Sabbatical after every 5 years of Service, without tapping into annual leave
- Extra Rewards. Lucrative Ten Loyalty Rewards program.
- Remote Working Holidays - possibilities to Travel and Work!
- Employee Discounts. Access to lots of great travel and entertainment discounts as our clients’ members would!
Join us and experience a workplace where you can truly thrive.
Commitment to Diversity
We encourage diverse philosophies, cultures, and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. This idea unites the teams at TEN. All aspects of our relationship, including the decision to hire, promote, discipline, or terminate, will be based on merit, competence, performance and business needs.
“Ten works with a small preferred supplier list of recruitment agencies only. Please note we are not accepting any further recruitment agencies at this time. Ten Group is not responsible for any fees related to unsolicited resumes.”
