Client Service Executive (12-month Fixed Term Contract)

Audley Travel Ltd.; London; On-site; GBP 25,000 - 35,000; Full time

Job summary

Join a forward-thinking company as a Client Service Executive, where your passion for travel meets exceptional customer service. In this role, you will support the Client Service Manager in enhancing client advocacy and service scores by managing complaints and delivering training to sales teams. Your strong analytical and problem-solving skills will be crucial in interpreting statistics and ensuring the highest service standards. Enjoy a flexible working environment with generous holiday allowances and a culture that celebrates diversity and inclusion. This is an exciting opportunity to make a real difference in the travel industry while being part of a dedicated team.

Benefits

25 days holiday, rising to 30

Birthday off

Healthshield health cash plan

PERKS Benefits Platform

Qualifications

• Strong customer focus with excellent communication skills.
• Ability to interpret statistics and manage complaints effectively.

Responsibilities

• Manage escalated complaints and customer service feedback.
• Deliver service training to sales teams and maintain best practices.

Skills

Customer Service

Problem-Solving

Analytical Skills

Time Management

Attention to Detail

Tools

Microsoft Outlook

Microsoft Excel

Microsoft Word

Microsoft PowerPoint

Job description

Vacancy

Client Service Executive (12-month Fixed Term Contract)

Vacancy No

VN695

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-AhWeqsvds

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-oriented 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

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.