Client Experience Executive

About usAt 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 roleAs 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 feedbackBeing 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 issuesHaving an understanding of any Travel Regulations, Audley Terms and Conditions and other relevant documentation to be an expert in this fieldManaging tools that enable Audley to monitor complaint volumes, response times & resolutionsManage all compensation reports to ensure that it is being offered consistently and in line with company policyDelivering service training to sales teams and sales managersMaintaining a system / point of reference for ‘best practice’ so that samples can be called upon for training purposesThis 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 youYou 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 situationsA conscientious, tenacious and self-reliant individual who is results oriented and enjoys seeing tasks through to completionNumerical and comfortable interpreting statisticsStrong organisation, time management and planning skillsStrong analytical & problem-solving skillsAble to work under tight deadlinesAttention to detail and administration skillsIT literate - competent in Microsoft Outlook, Excel, Word and PowerPointEmbodies the Audley values of being positive, being the difference, being one team and being passionate about travelLocationIn 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 youSalary 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 premiums10 paid holidays including your birthday off!1 day off for volunteering to support a charity, local support group or community work of your choiceGenerous PTO policy (20 days to start, with anniversary-tied increases)Flexible hybrid working optionsOpportunities for additional travelFriends & 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.