This is a fixed-term opportunity through to December 2025.

About us
Audley Travel is an award-winning, consistently recognised tour operator that specialises in tailor-made travel in over 80 countries. Our clients come to us because we are the true experts of the region and use our knowledge to provide meaningful travel experiences. Our employees are passionate about travel and exploring other cultures. This year, we are proud to be celebrating 25 years of travel. Take a look at our video below to get a real taste of who we are and what we love doing:

https://www.youtube.com/watch?v=H-Ah Weqsvds
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

You will be contractually located to either our Witney, Oxfordshire or Shepherds Bush, London office, and typically a minimum of 3 days per week in the office is required. 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 Power Point
• 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