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. Find out more here
What you’ll be doing
You will be a part of the team which supports Audley’s business critical Sales Systems and ensures required SLAs are being met and drive continuous service improvement
The role is key to ensuring Audley’s Technology Sales Systems operate as a centre of excellence and support the underlying CRM, Reservations, voice, integrations & Client Portal services.
Key responsibilities include:
- Diagnose underlying causes and provide hands on fault finding and resolution for the enterprise connected service which provide Audley’s Sales systems, including: Salesforce CRM & Reservations, voice, integrations inc. Mulesoft, payments & Audley’s Client Portal
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Acting as a point of escalation and support for the implementation of updates/releases for Audley’s sales systems
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Fulfil service requests, incidents, and enhancements for calls raised to the Sales Service function through clearly defined and agreed SLAs and KPIs
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Coordinate with other Technology teams to ensure alignment with ITIL-based service management processes.
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Operate as a bridge between 1st line issues and specialist 3rd line teams
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Work with third-party vendors and service providers delivering Sales Systems support.
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Monitor system usage and performance, identifying opportunities for improvement.
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Maintain documentation of processes and support procedures.
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Support and champion a service culture that includes on-going service improvements relating to quality and end-user satisfaction.
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Develop and maintain relationships with stakeholders across Technology & the business to drive continuous service improvement
About you
You bring proven experience supporting Salesforce and highly integrated enterprise platforms within complex organisational environments. You are comfortable navigating multiple interconnected systems and understand how dependencies across platforms impact service delivery.
You take personal accountability for the end-to-end management of incidents, ensuring timely triage, thorough diagnosis, and effective resolution. Quality and responsiveness are at the core of your approach, and you consistently deliver against SLAs while maintaining a strong attention to detail.
Other key experience needed:
- Demonstrated track record of delivering live business services against agreed KPIs and SLAs, taking ownership of outcomes and service quality
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Proven ability to analyse, interpret, and present service performance data, driving data‑led decisions and measurable service improvements
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Proven experience supporting and contributing to Major Incident response, including technical leadership, coordination with third parties, and post‑incident remediation
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Experience owning, embedding, and continuously improving operational processes, procedures, and ways of working to enhance service effectiveness and resilience
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A customer-oriented problem solver with excellent written and verbal communication skills.
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Stakeholder management and influencing skills across multiple stakeholder groups
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Demonstrates good emotional intelligence and strong self-awareness
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A strong team player who is comfortable working independently, but also share ideas and adopt best practices
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A confident, positive and outgoing person with natural enthusiasm and the ability to be assertive when required
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Be able to quickly build a rapport with people and develop strong relationships and have great listening skills
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Have a passion for self-development and to proactively improve knowledge and learn from experiences
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Highly organised with strong time management and planning skills
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Have an innovative approach and inspire others to seek of ways to improve processes and efficiencies
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
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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
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Enhanced 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
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.
