Job Details: Client Experience Executive
Full details of the job.
Vacancy
Vacancy Client Experience Executive
Vacancy No
Vacancy No VN737
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About us
Audley Travel is an award-winning, consistently recognised tour operator that specializes in tailor-made travel in over 80 countries with over 20,000 travellers a year and the recipient of multiple awards. The ethos of Audley is to provide our clients with exceptional customer service and a trip which surpasses their expectations. As a result, they return to us year after year and recommend us to others. 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:
Celebrating 25 years of travel
The role
As a Client Experience Executive, you will assist and support the Client Experience Manager in managing client advocacy and service scores via successful complaint management. You will work with a team of Client Experience 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 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
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:
- 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 orientated 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
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
- 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