Responsibilities

Manage escalated complaints and post-travel feedback, ensuring timely and effective resolution. Collaborate with sales teams to guide and support complaint handling at a team level. Communicate directly with clients to resolve issues with empathy and professionalism. Monitor service metrics including complaint volumes, resolution rates, and trends. Deliver training sessions and maintain a best practice resource hub for service excellence. Stay up to date with Package Travel Regulations and company policies to advise with confidence.

Recruitment Process One of our recruiters will review your application personally, and if successful we will invite you to complete a video submission using a platform called HireVue. This provides an opportunity for you to answer some questions to help us explore your application further. The last and final stage is an interview with two of our Client Service Managers from the hiring team. Outcome and final feedback. We also encourage you to provide us feedback, if you wish, to help us improve our recruitment process. Candidate Profile

You are passionate about encouraging others to see the world! You're a natural problem‑solver who thrives on turning challenges into positive outcomes. You bring energy, empathy, and a love for delivering outstanding service. Whether you're navigating a tough conversation or spotting ways to improve how we work, you stay calm, focused, and driven. You're a confident communicator who connects easily with people. You enjoy solving problems and making things better. You're organised, detail-savvy, and love seeing things through. You stay cool under pressure and adapt quickly. You're tech‑comfortable (Excel, Outlook, etc.)

Join the Audley Travel Team Join the Audley Travel team as a Client Service Executive and help us create extraordinary travel experiences for our clients. If you're passionate about travel, customer service, and turning challenges into positive outcomes, we would love to hear from you! About Audley Travel Shaped Around You: The Audley Way. We believe the best trips are those that reflect our clients unique way of seeing the world. For over 25 years, we've been crafting personalised journeys, allowing our clients to create a lifetime of unforgettable memories. See more about life at Audley. Salary and Benefits

Salary of £27,500 - £30,500, dependent on experience Life insurance & 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 Holiday – 25 days rising to 30 days with length of service A day off for your birthday A day off for volunteering to support a charity, local support group or community work of your choice Flexible hybrid work options – we ask our employees to join us for a minimum of 3 days a week in the office Gympass – a wellbeing platform that gives you unlimited, discounted access to top gyms, studios, and wellbeing apps Benefits Platform – a reward scheme that gives you discounts and cashback with hundreds of retailers Enhanced family leave & pension scheme Discounted Audley trips (for you and your friends & family) and exclusive access to staff travel discount websites Long service awards & sabbatical leave

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