Client Experience Executive Full Time NEW

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 prioritizes 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.

✨See more about life at Audley ✨

The role

As a Client Experience Executive, you will support the Client Experience Manager in managing client experience and service scores via successful complaint management and effective compensation control to protect Audley’s Repeat & Recommend (R&R) business model. This includes working closely with internal departments including Product, Finance & Sales.

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 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

This position will be considered a non-exempt salary position, which means that you will be eligible for overtime pay for hours worked in excess of 40 in a given workweek.

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 issue. You will be confident communicating with a wide cross-section of people both within the business and within the client base.

Additional experience required:

• Strong customer focus with a solid understanding of the value of Audley’s Repeat and Recommend model.
• 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 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
• 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

Location

In person days will be hosted in our beautiful Boston, MA office located in the North End! We ask that employees are office-based for a minimum of 3 days per week.

What’s in it for you

• Salary range of $53,000-56,000 (dependent on experience). Please note that this position is non-exempt and eligible for overtime.
• 90-100% coverage of insurance premiums
• 10 paid holidays including your birthday off!
• 1 day off for volunteering to support a charity, local support group or community work of your choice
• Generous PTO policy (20 days to start, with anniversary-tied increases)
• Flexible hybrid working options
• Opportunities for additional travel
• Friends & Family discounts on our luxury travel services!
• Working with a fun-loving, high-performing, and spirited team 😊

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.