Reports to: Operations Manager
Location: Derby, Belfast or remote
Job type: Full time, Permanent
This is a senior consultant role with real client ownership. As a Travel Lead at Identity Travel, you are the named senior person within a dedicated client pod(s) — working alongside a Business Travel Consultant(s) on one of our top accounts, and alongside the Client Success Manager in the client relationship itself.
The pod structure means clients always deal with people who know them. Your job is to make sure the knowledge, the relationships, and the technical capability are connected to the right conversations.
This role will evolve. The transactional elements of travel servicing are changing, and the most valued people in this team will be those who deepen client relationships, spot commercial opportunity, and bring the kind of judgement and presence that no system replaces. If that direction interests you, we would like to hear from you.
Client and pod management
Act as the named senior person within your pod — the lead for a top client account, working alongside a Business Travel Consultant(s).
Know your client: their programme, their travellers, their patterns, and what is coming up.
Join client calls alongside the Client Success Manager as a standing part of the relationship. Come prepared. Brief beforehand.
Own the complex bookings for your pod client and be the escalation point when things get difficult.
Support the Business Travel Consultant in your pod so they can represent the account well when you are not available.
Technical delivery
Work confidently across GDS platforms — Amadeus preferred.
Build and price complex itineraries including multi-sector routings, manual fare constructions, and schedule changes.
Handle group ticketing, reissues, exchanges, and refunds accurately and in line with airline contracts and IATA ticketing rules.
Manage group travel logistics where required — flights, hotels, transfers, and ancillary services.
Stay current on NDC content, fare developments, and changes to airline and supplier products.
Maintain booking quality to the standard the desk runs on.
Disruption and service delivery
Manage disruption before the client feels it. Proactively handle itinerary changes and complex rebookings, minimising cost and inconvenience.
Provide a consistently high level of service to senior travellers, VIPs, and key stakeholders.
Maintain accurate records across all bookings — approvals, documentation, and compliance.
Support duty of care requirements — ensuring traveller whereabouts are tracked and accessible.
Commercial awareness
Understand the commercial context of the accounts you manage — margin, value, and what the client relationship is worth.
Spot opportunity.
Everyone at Identity Travel is a contributor to growth. That does not mean selling. It means being present, being curious, and knowing when to bring someone else into the conversation.
Specialist contribution
Bring your specialist knowledge to the team — whether that is a sector, a market, a client type, or a technical capability.
Share what you know. Help colleagues develop.
We are actively interested in specialist experience.
Collaboration and quality
Work closely with the Operations Manager and Commercial Services Manager on escalated or complex bookings.
Contribute to team meetings, briefings, and knowledge-sharing sessions.
Support junior consultants on technical queries — particularly fares, ticketing, and GDS usage.
Book in line with client travel programme requirements and Identity Travel desk standards.
Flag policy exceptions and compliance issues clearly and promptly
Experience
Minimum three to five years in a business travel consultant role within a TMC or managed travel environment.
Advanced GDS skills — Amadeus preferred. Confident with manual fare building, complex ticketing, reissues, and exchanges.
Strong working knowledge of published, nett, and group fares, including fare construction principles and IATA ticketing rules.
Experience managing corporate client accounts with accountability for service delivery.
Familiarity with online booking tools and how they sit alongside offline GDS workflow.
Specialist background welcomed.
Any relevant sector, market, language, or technical capability that adds depth to the team is actively considered.
Skills and competencies
Client focus — your clients feel well looked after. That is not an accident; it is how you work.
Technical confidence — you know your way around a complex booking. You do not hesitate when it gets difficult.
Commercial awareness — you notice opportunity.
Accuracy — the detail matters. You get it right and you know when to check.
Composure — when things go wrong, you stay calm, stay structured, and find the best available outcome.
Collaboration — you work well alongside a BTC, a Client Success Manager, and a wider operations team.
Openness to change — you are not defined by how things have always been done. You are curious about what is coming, willing to adapt, and comfortable in a role that will develop around you