Commissions Support Analyst
Role details
Job location
Tech stack
Job description
This is a 6-month fixed term role responsible for supporting the delivery of the Commissions function within Financial Operations, helping to ensure Travel Counsellors receive accurate and timely commission payments for the sales they have made during each commission period.
Working alongside the Commissions Manager, the Commissions Support Analyst provides operational and administrative support across a range of manual and exception-based commission processes. The role is responsible for completing daily processing activities, managing first-line commission queries and supporting the team in maintaining a high standard of service for Travel Counsellors and internal stakeholders.
The role also provides resilience during periods of peak workload and annual leave, reducing key person dependency within the Commissions function whilst supporting continuous improvement, simplification, digital process optimisation and the adoption of AI-enabled tools and intelligent automation., Support the accurate and timely payment of commission to Travel Counsellors in accordance with published payment schedules.
- Complete manual commission processing activities accurately and within agreed service levels.
- Manage the Commissions Freshdesk queue, responding to routine Travel Counsellor queries promptly and professionally.
- Investigate straightforward commission queries and resolve where appropriate, escalating complex issues to the Commissions Manager.
- Support the administration of retrospective hotel commission claims and other manual exception processes.
- Carry out validation checks and reconciliations to ensure commission payments are accurate and complete.
- Maintain accurate records and supporting documentation to ensure a full audit trail.
- Support the preparation and completion of commission payment runs.
- Provide holiday and absence cover across the Commissions function to maintain operational resilience.
- Develop positive working relationships with Travel Counsellors, suppliers and internal stakeholders.
- Identify recurring issues and opportunities to simplify manual activities and improve customer experience.
- Utilise AI-enabled tools and automation technologies to improve efficiency, reduce manual administration and enhance the accuracy and quality of commission processes.
- Support testing and implementation of system enhancements, process improvements and automation initiatives.
- Manage workload effectively to ensure operational deadlines and service level agreements are consistently achieved.
- Ensure all activities are completed in accordance with Travel Counsellors policies, financial controls and relevant legislation.
- Demonstrate the Travel Counsellors CARE values in all interactions.
- Support the Financial Operations objective of standardisation, simplification, reducing manual intervention and improving operational efficiency.
Requirements
Previous experience within a Transactional Finance, Commissions, Accounts Receivable or Customer Service environment.
- Experience of using AI-enabled productivity tools or a willingness to adopt to new technologies to improve ways of working
- Good attention to detail with a high level of accuracy.
- Strong organisational and prioritisation skills.
- Experience using Microsoft Excel and finance systems.
Travel industry experience is desirable but not essential.
Benefits & conditions
Pulled from the full job description
- Annual leave
- Company pension
- Paid volunteer time
- Private medical insurance
- Company events, Competitive salary + annual bonus
- Flexible hybrid working
- Career development opportunities
- 25 days holiday (increasing to 28 after 5 years)
- Enhanced Maternity/Paternity pay
- 1 day paid charity day
- Company events and incentives
- 3x salary death in service benefit
- Pension scheme
- Private Medical Insurance or Healthcare Cash Plan
- Free breakfast and beverages