Meet The Vertical Travel Group Team

We recognise the importance of all of our sales agent knowing who will be dealing with the administration of their holiday bookings and that they have confidence that each booking will be administered in the most professional, efficient manner each time.

The YHB Admin Team has many years travel administration experience; we feel that this is key to our business and does re-assure our homeworkers that their files are in safe hands. Each member of the Admin Team has responsibility for a group of between10 to 15 agents. The team members are all aware and appreciate just how important it is to ensure that the confirmations, errata and tickets are carefully actioned.

We are pleased to say that the process works really well and frees up the homeworkers to concentrate on their sales.

Credit Control Team

As well as our Administration Team we also have the Credit Control Department which looks after the financial side of your business. They will take care of liaising with your clients to collect their balance payments (with your approval of course), reconciliation of your till, processing refunds, supplier payments etc. It is their key responsibility to ensure that for every booking you load, the correct monies are collected at the appropriate time (deposit and balance) so that no bookings result in unforeseen charges that may cost your business.

Customer Service Team

Our dedicated Customer Service Team is here to advise you on a wide range of matters; from our own responsibilities when putting our packages together, to consumer rights, from contractual issues to agency terms & conditions and anything in between. The team has a wealth of experience in the travel industry and works closely both with internal departments (such as Marketing) and external bodies (such as ABTA and the CAA) to ensure that we are always compliant with the appropriate terms and conditions and industry guidelines.

For example they are here to support you on the hopefully-rare occasions when suppliers cease trading, to ensure that the client’s rights under the ATOL scheme are adhered to and similarly when strike action means that a client’s travel plans are disrupted. They will also take care of all post-travel complaints for you, liaising with suppliers and the client and ensuring that the ABTA Code of Conduct is adhered to, especially when matters progress to Arbitration.

Duty Office

This team is available for your clients to call out of hours 7 days a week until 10pm. The team will assist your clients with any emergency if travelling within 48hrs or if any problems occur whilst abroad. The team are fully travel experienced and fully appreciate the importance of keeping your client happy and satisfied whatever the outcome.

Support Team

The Support Team is available for you from 9am – 10pm daily, 7 days a week. Our fully experienced team is here to help and assist you with all manner of matters; reservations with ‘non agent’ suppliers, setting up accounts with new suppliers, internal policies and procedures, technical issues and basically anything you need a helping hand with.

Sue Dennis

I’ve been in the travel industry since the early eighties, starting as a sales clerk for a multiple and working my way through the ranks to become Branch Manager. In 1997, I made the big decision to become a self-employed homeworker and I can honestly say that I have never looked back. I still work for the same CEO since commencing in 1997 and I'm now the Travel Group Operations Director. I'm here to help all of our members 24 hours a day, 7 days a week as I'm homebased too.

As Director of Operations I oversee a number of areas of the business…

  • Our administration team works accurately and professionally with dedication to their role, recognising that their duty of care to your clients is paramount.
  • We have a strong credit control department which will take the pressure of chasing balances etc away from you (optional of course) and the team are happy to assist you with any financial issues that may arise.
  • The Customer Service Department is on hand for any advice to ensure that bookings are administered with compliance to the various industry rules and regulations (ABTA/ATOL etc).
  • Our Sales Support Team is available to you 14 hours a day, 7 days a week. The team is travel experienced and here to help you with anything travel related that could help you clinch that sale.
Damian Mc Donough

Business Development Director, I’ve worked in the travel industry for over 30 years with roles in Operations, Product and Sales - both overseas and in the UK.

Working for some of the major players such as ILG, My Travel, Cosmos and Holiday Taxis, has provided a wealth of experience over a period of constant change within our industry.

The Vertical Travel Group is comprised of 3 main divisions : Technology, Tour Operations and Retail, which all complement each other and afford the Group valuable efficiencies.

Our industry will continue to change and we are in an excellent position to take advantage of our diversity and ensure sustained organic growth whilst maintaining profitability.

Exciting times ahead…………..come and join us…………….it will be lots of fun as well.

Jessica Lucas

Social Media Manager I have worked in the Travel industry for eight years now but always had a background in marketing. While social media and advertising are an integral part of any online marketing strategy, at its heart, social media is about people, conversations and developing leads. Generating genuine interest & sales from those relationships! My role is to guide and support our team of Homeworkers whatever the platform. To develop and create awareness for all of the Vertical Travel Group brands. I have a real passion for generating and creating new and potential future customers. The ultimate goal being converting followers into clients.

Homeworker Testimonials

The feedback from our homeworkers speaks volumes here are just few testimonials

As you know I like to do most of my own admin, but that said I still have to receive documents that can only be emailed to admin by various companies. But of course admin isn’t just about bookings coming in. There are many times when I have cost queries and to this end I don’t think I could do my own job well enough without Lou Taylor, nothing phases her always willing to help where she can and when she can.

Jacqui in admin is also exceptional and is Jenni, as know from the previous homeworking company, my main bug bear was always the admin, now I am the one that gets chased and not me constantly having to chase and correct admin.

It is a major role in any company but in homeworking where paper work does not come direct to you but to a head office which, you work nowhere near nor need to) with a good admin team behind you. So to sum up in a few words…………

Excellent admin support from a very knowledgeable and thorough team ,one of the main reasons for moving to YHB from my previous homeworking company was the admin and it has proved its worth.

Sue Sexton
Your Holiday Advisor

I have been a homeworker with the CO-OP for 20 years and I have to say that the current ADMIN TEAM provide the best support I have ever had.

They pick up on important discrepancies between the Tour Operator Invoices and Tarsc at a very early stage that ensures mistakes [some mine, some the Tour operator] are rectified well in advance of clients travel. They are also very efficient in ensuring that tickets are with clients on time.

I would also like to congratulate Credit Control on their efficient and diplomatic procedures ensuring that balances are paid on time. If there has been a problem with late payment I have always been notified so that I can contact my clients personally to ensure that balances are cleared. Well done team!

Neil Smith
Your Holiday Expert

As a home worker it’s very reassuring knowing that our admin team thoroughly check each of my reservations, raising questions and highlighting any areas of concern, so that they can be clarified or corrected before any problems arise. My clients are given the admin team’s email and Freephone number with their holiday confirmation so that they have two points of contact within the company for any questions or help if required before, during and after their holiday. Together, we’re a great team offering a quality service for my clients.

Kind regards
Julie Cliffe-Jones

I have been a previous homeworker for other companies and I have to say our administration team is the best I have ever experienced. They are on top of their game regarding confirmations, tickets etc., Anything I ask is no trouble, when away on holiday I am confident my Clients will be dealt with in a professional manner. I trust them completely.

Hazel Hatherley Dip.T.S
Your Luxury Holiday Advisor

The Admin Team are totally reliable and extremely helpful. They're very organised and accurate making sure all details and documents are correct. I love the way they're very personal too, I feel like they're my own personal admin team. If I had to pinpoint the biggest improvement on my previous homeworking company it would be the Admin Team.

Janet Sprigg
Personal Holiday Advisor

They are a breath of fresh air. Always interested in your clients and the homeworkers, they all care deeply that they get things right and never send anything out without checking with homeworkers if unsure. They have saved me a few times and I know if I slip up when loading a booking they will see the error likewise when checking confs.

I moved to yhb, because partly of poor admin and have never regretted it, I can't praise the admin team enough, I know I can go away and trust them with my clients.

Marion Sutton

I have always found the admin team to be most helpful and feel they are on our side rather than pulling against us. They are very efficient and proactive, very rarely the need to chase for things to be done.

Jacqui Wieksza


Vertical Travel Group
14 Hemmells

Phone: 07947 384 003