At Audley Travel, we turn careers into adventures. We're dedicated to creating unique travel experiences for our clients and fostering a dynamic, rewarding environment for our team.
Join Audley and become part of a supportive community that prioritises your development. Our inclusive culture, along with competitive salaries and benefits, supports your well-being and growth.
If your passion is travel and you’re looking for a career that excites and inspires, Audley Travel is the perfect place for you. Join us to create unforgettable journeys together. Find out more here
The role
As a Client Service Executive, you will assist and support the Client Service Manager in managing client advocacy and service scores via successful complaint management. You will work with a team of Client Service Executives to manage Audley’s customer service and complaint handling processes. You will fully understand Audley clients and will develop and maintain policies and procedures to set and maintain exceptional service scores.
Key responsibilities include
- Managing escalated complaints and customer service questionnaire feedback
- Being a point of contact and source of knowledge for the sales teams to help them address complaints at a team level & interacting with clients to resolve issues
- Having an understanding of the Package Travel Regulations, Audley Terms and Conditions and other relevant documentation to be an expert in this field
- Managing tools that enable Audley to monitor complaint volumes, response times & resolutions
- Delivering service training to sales teams and sales managers
- Maintaining a system / point of reference for ‘best practice’ so that samples can be called upon for training purposes
About you
You will have a strong customer focus and be comfortable in having challenging conversations, relishing the opportunity to reach a positive outcome in any service related issues. You will be confident communicating with a wide cross-section of people both within the business and within the client base.
Additional experience required
- A conscientious, tenacious and self-reliant individual who is results orientated and enjoys seeing tasks through to completion
- Numerical and comfortable interpreting statistics
- Strong organisation, time management and planning skills
- Strong analytical & problem-solving skills
- Able to work under tight deadlines
- Customer service and problem-solving skills
- Attention to detail and administration skills
- IT literate - competent in Microsoft Outlook, Excel, Word and PowerPoint
- Embodies the Audley values of being positive, being the difference, being one team and being passionate about travel
What you’ll get in return
- Holiday – 25 days rising to 30 with length of service
- A day off for your birthday
- Smart Working – This provides the opportunity for all of our employees to have more choice and flexibility when it comes to deciding where, when and how we work within the UK
- Healthshield health cash plan
- PERKS Benefits Platform – access to discounts and cashback with hundreds of retailers
- Discounted Audley trips and access to staff travel discount websites
- Sabbatical leave
- Enhanced family leave
- Long service awards
We believe it's our people that make the difference and who build Audley into the success it is today. We pride ourselves on enabling people to reach their full potential through promoting and celebrating a diverse and inclusive working environment
