Client Service Executive

Audley Travel Ltd.; Witney; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

Join a leading travel company as a Client Service Executive, facilitating exceptional customer experiences and managing client complaints. In a supportive environment with a focus on professional growth, you'll play a vital role in maintaining high service standards. Enjoy benefits like hybrid working, additional holidays, health cash plans, and more at Audley Travel.

Benefits

25 days holiday, rising to 30 days

A day off for your birthday

Healthshield health cash plan

Enhanced family leave

Enhanced pension scheme

Discounted Audley trips

Wellhub access for gyms and wellbeing apps

Benefits platform for discounts and cashback

Qualifications

• Strong customer focus with the ability to manage challenging conversations.
• Experience interpreting statistics and complaints.
• Conscientious, tenacious, and results-oriented individual.

Responsibilities

• Manage escalated complaints and customer service feedback.
• Train sales teams in customer service best practices.
• Maintain policies to ensure exceptional service scores.

Skills

Customer Service

Problem Solving

Analytical Skills

Time Management

Attention to Detail

Tools

Microsoft Outlook

Microsoft Excel

Microsoft Word

Microsoft PowerPoint

Job description

About us
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.

Discover the Audley Way 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

Why Audley
We are committed to our employees’ quality of life and value the importance of flexibility by offering hybrid working where you can split your time between one of our wonderful offices and remotely from home or elsewhere in the UK. We ask that employees are office-based for a minimum of 3 days per week.

There’s more:

• Holiday - 25 days rising to 30 days with length of service
• A day off for your birthday
• A day off for volunteering to support a charity, local support group or community work of your choice
• Access to Healthshield health cash plan - money back for costs associated with everyday healthcare (including optical, dental, medical, prescriptions, physio), and access to medical and wellbeing resources such as a GP service, employee assistance programme and counselling
• Enhanced family leave
• Enhanced pension scheme
• Life insurance
• Discounted Audley trips (for you and your friends & family) and exclusive access to staff travel discount websites
• Wellhub – a wellbeing platform that gives you unlimited, discounted access to top gyms, studios, and wellbeing apps
• Benefits Platform – a reward scheme that gives you discounts and cashback with hundreds of retailers

If you’re interested in this opportunity, we’d love to hear from you. Click apply and start your journey with us at Audley Travel!

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.

Country

Country United Kingdom

Location

Location Hybrid; Witney