Agency Operations Consultant

Job description

📍 London (Hybrid — 2 days onsite) 🕒 Permanent | Start ASAP We’re Making Travel Effortless. Join Us. Travel is essential, whether it’s visiting family, starting a new adventure, or taking a career defining trip. Yet today, over 4 billion airline passengers rely on tech that hasn't changed in decades. At Duffel, we’re rebuilding the infrastructure underpinning the global travel industry. Backed by top-tier investors (Benchmark, Blossom, Index Ventures, and Kima Ventures) and born out of Y Combinator (S18), we’re simplifying complex systems to build the future of travel. Operations at Duffel Duffel's Operations team keeps travel moving after the booking is made. The team is organised into three functions — Travel Ops, Agency Ops, and Product Ops — each owning a distinct part of the post-booking and back-office lifecycle. Agency Ops sits at the financial and reconciliation heart of the business: the team manages ADM (Agent Debit Memo) investigation and dispute resolution with airlines, day-to-day supplier reconciliation across multiple payment rails and currencies, leakage management, fraud investigation, ARC errors, and United check refunds. It's a small, senior-led team — a Senior Agency Ops Consultant, an Agency Ops Consultant, and a BPO-staffed extension — that keeps Duffel's supplier accounts accurate and airline disputes resolved on time. The Role We're looking for an Agency Ops Consultant to join our Agency Ops team, reporting to the Senior Agency Ops Consultant. You'll own the day-to-day processing of ADM investigations, supplier reconciliations, and United check refunds across Duffel's supplier accounts — working across multiple currencies and systems to keep our financial records accurate and airline disputes moving to on-time resolution. This is a detail-oriented, process-driven role at the centre of how Duffel manages its supplier relationships and financial exposure. What You’ll be doing: Receive, analyse, and process incoming ADMs (Agent Debit Memos) from airlines, tracking each through to on-time resolution. Perform day-to-day supplier reconciliations across VCC, ARC, BSP, and additional sources, including multi-currency (USD/EUR/GBP/AUD) transactions. Resolve ARC-specific errors and discrepancies. Process and reconcile refund requests that are irregular. Maintain accurate Chargeback/Fraud and reconciliation records and supporting documentation…