Client Experience Lead - Travel (Hybrid)

Audley; Boston (MA); Hybrid; USD 53,000 - 56,000; Full time

Benefits offered by this job

Insurance premium coverage

Birthday holiday

Volunteer day

20 days PTO

Hybrid work option

Travel opportunities

Friends & Family discounts

Job summary

Audley Travel in the United States is seeking a Client Experience Executive to support managing client experience and service scores, addressing complaints, and ensuring compensation aligns with policy. You’ll collaborate with Product, Finance, and Sales to protect our Repeat & Recommend model.

The role requires exceptional customer focus, strong communication, discretion, and the ability to train sales teams while maintaining best-practice references. Hybrid working is available.

Qualifications

• Strong customer focus with ability to handle challenging conversations.
• Excellent written and verbal communication skills are essential.
• Reliable and discreet when dealing with confidential information.
• Remains calm and level headed in pressurized situations.
• A conscientious, tenacious and self-reliant individual who is results oriented.
• Numerical and comfortable interpreting statistics.
• Strong organisation, time management and planning skills.
• Strong analytical & problem-solving skills.
• Able to work under tight deadlines.
• Attention to detail and administration skills.
• IT literate - competent in Microsoft Outlook, Excel, Word and PowerPoint.

Responsibilities

• 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 any 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.
• Manage all compensation reports to ensure that it is being offered consistently and in line with company policy.
• 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.

Skills

Customer focus

Communication skills

Discretion

Calm under pressure

Time management

Analytical thinking

Problem solving

Attention to detail

Organization

IT literacy

Tools

Microsoft Outlook

Excel

Word

PowerPoint

Job description

Audley Travel in the United States is seeking a Client Experience Executive to support managing client experience and service scores, addressing complaints, and ensuring compensation aligns with policy. You’ll collaborate with Product, Finance, and Sales to protect our Repeat & Recommend model.

The role requires exceptional customer focus, strong communication, discretion, and the ability to train sales teams while maintaining best-practice references. Hybrid working is available.