This is a 12-month fixed-term opportunity, giving you the chance to make a meaningful impact within the world of tailor-made travel at Audley, while growing your experience alongside a passionate, collaborative team.
Your Journey Starts with Us
For over 30 years, we’ve been crafting tailor-made travel experiences that reflect each client’s unique perspective of the world, helping them create truly unforgettable memories. Behind every exceptional trip is a team of passionate experts, and this is your opportunity to be part of it.
When you join Audley Travel, you become part of a supportive, collaborative community that’s invested in your success. We empower our people to thrive through meaningful development opportunities, a culture that celebrates individuality, and an environment where your ideas are heard, valued, and make a real impact.
See more about life at Audley Travel!
The Opportunity
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
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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
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Having an understanding of the Package Travel Regulations, Audley Terms and Conditions and other relevant documentation to be an expert in this field
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Managing tools that enable Audley to monitor complaint volumes, response times & resolutions
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Delivering service training to sales teams and sales managers
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Maintaining a system / point of reference for ‘best practice’ so that samples can be called upon for training purposes
We value our people’s wellbeing and understand the importance of flexibility. That’s why we offer hybrid working, with the opportunity to split your time between one of our offices and working remotely from anywhere in the UK. We ask that employees are office-based for a minimum of 3 days per week.
What You’ll Bring to the Team
You’ll bring a strong customer focus and thrive on resolving complex or sensitive issues, seeing every challenge as an opportunity to deliver a positive outcome. You’ll be a confident communicator, building strong relationships and engaging effectively with a diverse range of people—both internally and with clients.
Additional experience required:
- A conscientious, tenacious and self-reliant individual who is results orientated and enjoys seeing tasks through to completion
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Numerical and comfortable interpreting statistics
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Strong organisation, time management and planning skills
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Strong analytical & problem-solving skills
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Able to work under tight deadlines
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Customer service and problem-solving skills
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Attention to detail and administration skills
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IT literate - competent in Microsoft Outlook, Excel, Word and PowerPoint
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Embodies the Audley values of being positive, being the difference, being one team and being passionate about travel
Why Audley Travel
Alongside competitive salaries and benefits that support your well-being, you’ll find a role that inspires you, challenges you, and connects you to something bigger. If you’re passionate about travel and seeking a career that excites, rewards, and grows with you, Audley Travel is where your journey begins.
There’s more:
- Holiday - 25 days rising to 30 days with length of service
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A day off for your birthday
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A day off for volunteering to support a charity, local support group or community work of your choice
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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
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Enhanced family leave & pension scheme
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Life insurance
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Discounted Audley trips (for you and your friends & family) and exclusive access to staff travel discount websites
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Wellhub – a wellbeing platform that gives you unlimited, discounted access to top gyms, studios, and wellbeing apps
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Benefits Platform – a reward scheme that gives you discounts and cashback with hundreds of retailers
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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 [email protected].
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!
Ready to turn your travel passion into a career? Apply now to start your journey at Audley Travel!
