Client Service Executive

Audley Travel; Witney, Greater London; Hybrid; GBP 29,000 - 32,000; Full time

Benefits offered by this job

Life insurance

Health cash plan

Holiday 25 days

Birthday off

Volunteer day off

Hybrid work option

Wellbeing platform Wellhub

Discounts & cashback

Staff travel discount

Job summary

Audley Travel is seeking a Client Service Executive to help create extraordinary travel experiences for our clients. If you’re passionate about travel and delivering exceptional customer experiences, we’d love to hear from you.

In this role you will manage escalated complaints, support sales teams with complaint handling, communicate with clients with empathy, monitor service metrics, and deliver training to maintain best practices. Join a team that values calm, proactive problem-solving.

Qualifications

• Experience delivering exceptional customer service in travel or similar setting.
• Proven ability to resolve complaints with empathy and professionalism.
• Strong communication and collaboration skills across teams.

Responsibilities

• Manage escalated complaints and post-travel feedback.
• Collaborate with sales teams to guide complaint handling at a team level.
• Communicate directly with clients to resolve issues with empathy and professionalism.
• Monitor service metrics including complaint volumes, resolution rates, and trends.
• Deliver training sessions and maintain a best practice resource hub for service excellence.
• Stay up to date with Package Travel Regulations and Audley Terms and Conditions.

Skills

Empathy

Communication

Problem solving

Organised

Detail-oriented

Job description

Join the Audley Travel team as a Client Service Executive and help us create extraordinary travel experiences for our clients. If you’re passionate about travel, love delivering exceptional customer experiences, and enjoy turning challenges into moments that make a real difference, we’d love to hear from you.

Travel Shaped Around You: The Audley Way

We believe the best trips are those that reflect our clients unique way of seeing the world. For over 30 years, we've been crafting personalised journeys, allowing our clients to create a lifetime of unforgettable memories.

Role Highlights

• Manage escalated complaints and post-travel feedback, ensuring timely and effective resolution.
• Collaborate with sales teams to guide and support complaint handling at a team level.
• Communicate directly with clients to resolve issues with empathy and professionalism.
• Monitor service metrics including complaint volumes, resolution rates, and trends.
• Deliver training sessions and maintain a “best practice” resource hub for service excellence.
• Stay up to date with Package Travel Regulations, Audley Terms and Conditions and other relevant documentation to be an expert in this field and advise with confidence.

It Would be Great If

• You are passionate about encouraging others to see the world!
• You’re a natural problem-solver who thrives on turning challenges into positive outcomes.
• You bring energy, empathy, and a love for delivering outstanding service. Whether you’re navigating a tough conversation or spotting ways to improve how we work, you stay calm, focused, and driven.
• You’re a confident communicator who connects easily with people.
• You enjoy solving problems and making things better.
• You’re organised, detail-savvy, and love seeing things through.
• You stay cool under pressure and adapt quickly.

What's In It For You

• This role is located in our Witney, Oxfordshire or Shepherd's Bush, London office
• Salary of £28,500 - £31,500, dependent on experience
• Life insurance & 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
• 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
• Flexible hybrid work options - we ask our employees to join us for a minimum of 3 days a week in the office
• 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
• Discounted Audley trips (for you and your friends & family) and exclusive access to staff travel discount websites

The Interview Process

Our interview process involves 2 main stages:

• One of our recruiters will review your application personally, and if successful we will invite you to complete a video submission using a platform called HireVue. This provides an opportunity for you to answer some questions to help us explore your application further.
• The last and final stage is an interview with two of our Client Service Managers from the hiring team.
• Outcome and final feedback. We also encourage you to provide us feedback, if you wish, to help us improve our recruitment process.

We welcome you to speak to our recruitment team at any point during your hiring process, if you have any specific questions before this please contact us on [e-mail].

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 and encourage you to let us know if there's anything we can do to make your application process easier for you for any reason to help you shine!